Best Practices For Onboarding New Clients - Setting The Tone For A Seamless Experience
Onboarding is where the magic begins once a client has officially signed their contract and paid. In this crucial phase, you’re laying the foundation for a smooth, positive partnership that will ideally last for the entirety of your work together. An efficient onboarding process doesn’t just keep your client informed, it builds trust and excitement, setting the tone for a stellar client experience. Below, I’ll share best practices for onboarding that will make your process simple, welcoming, and truly impactful.
1. Send A Warm Welcome Email
Start your customer onboarding process with a friendly, branded welcome email that sets the stage. Keep it concise and let your client know what they can expect next. Outline the steps clearly:
Confirm their next steps with you and any key dates or deadlines.
Link to your call scheduler if an onboarding call is part of your process, so they can quickly book a time.
This initial email reassures your client that they’re in good hands and creates excitement about starting the project.
2. Book An Onboarding Call Promptly
If your process includes an onboarding call, encourage clients to book it as soon as possible. Onboarding software and tools like Dubsado or Calendly make scheduling easy, and clients will appreciate that booking takes just a few clicks. This quick, structured call is a great way to ensure alignment early on, answer any questions, and provide a personal touch without overwhelming the client with too many details.
3. Assign A Pre-Call Homework Task
Once the call is booked, send a follow-up email with any homework the client needs to complete beforehand. Be specific about deadlines, asking them to submit their responses at least a few days before the call. This might include filling out forms to gather essential information that helps you tailor the project to their needs.
Using short forms with multiple-choice options or dropdown menus keeps it engaging and easy. For questions that do require longer responses, try to limit them to only what’s essential or consider getting the client to complete as two different forms at different stages to break up the process. This makes the process smoother and ensures you get the necessary details without creating stress or more work for the client.
4. Provide A Welcome Guide
A welcome guide is a perfect way to introduce clients to how you’ll work together and what they can expect going forward. Include essential information such as:
How and when they can contact you (e.g., office hours, preferred contact methods).
What to expect in terms of timelines and next steps
An outline of the project phases so they have a clear sense of the journey from onboarding to project completion
This guide not only helps clients feel oriented, but it reinforces your professionalism and sets clear boundaries.
5. Use Consistent Tone Of Voice And Branding
Every touchpoint during client onboarding should feel cohesive and reflect your brand’s tone of voice (TOV). From the initial welcome email to forms and follow-ups, using your unique TOV builds trust and connection. When clients feel your brand’s personality through these early interactions, they’re more likely to stay engaged and excited.
6. Set Clear Expectations And Deadlines
Timely communication is key. At each step, let your client know when they’ll next hear from you, what’s expected from them, and any upcoming deadlines. Here’s an example:
“Thanks for completing the form! I now have everything I need, and I look forward to seeing you on the call.”
“After our call, you’ll receive [document/resource] within two business days, so we can kick off the project!”
This way, your client isn’t left guessing or feeling out of the loop, while you continue to provide an effective onboarding process and customer experience.
7. Break Down The Process Into Simple Steps
Clients are more likely to engage fully when they feel clear about the process. Instead of overwhelming them with long, dense emails, break down the onboarding into manageable steps. This clarity helps them stay on track, complete each task on time, and feel less overwhelmed.
8. Streamline Your Onboarding Process With Automation
Automation tools like Dubsado are invaluable for creating an efficient, error-free onboarding experience. You can learn how a Dubsado setup can transform your client onboarding process in another blog.
But the key is it helps to automate recurring tasks, like sending emails, forms, and reminders. This ensures a consistent process across all clients and saves time, allowing you to focus on building relationships rather than handling administrative tasks.
Ready To Create A Standout Client Experience System?
A strong onboarding process does more than just welcome a client, it sets the stage for an exceptional partnership. I hope these tips have been useful in helping you to understand how you can improve your customer experience and if you’re ready to design a client experience system that covers every phase - Enquiry, onboarding, project delivery, and offboarding, I’d love to help you map this out in just three days. With Experience Design, I guide you through building a client experience that reflects your brand, streamlines operations, and keeps your clients thrilled every step of the way.