Getting a client on board is challenging no doubt, but what is more challenging is sustaining them after you get them.
Clients have chosen you out of all the other competitors; it is important to make their choice worthwhile. First impressions are important and the onboarding process is exactly that. The way you introduce them to your business and incorporate them will give them an insight into what their future, with you, holds.
Here are some tips for a smooth onboarding process.
- Welcome them with an enthusiastic email and maybe a gift or token just to thank them for their belief in you. Delivering it them personally is, of course, most effective but in case you cannot a courier might be just fine.
- Introduce them to the rest of your team either through a meeting or a video conference. Make sure your team is as cued in as you are about the client. Also this orientation will give more clarity to the client about the team.
- Discuss the pattern of communication you will have with the client. Sometimes the requirement of the project may be such that come team members will need to be in constant touch with the client. It is good to inform the client about no-work policy during weekends or festivals, ie if your company has one.
- The number of communication channels is immense, make sure your client has clarity about the communication channel used by your team, so that information is not lost amidst channels and to ensure smooth & prompt functioning.
- Your clients need to know more than your brochures, manuals or websites can tell them. Have regular meetings, invite them for retreats or for official parties or dinners. Let them get to know you beyond business; your relationship with them will only strengthen.
- Keep updating your social media. That tells your clients a lot about you. Also, keep familiarising yourself with their updates on social media.
