When it comes to onboarding a new client, you are setting the foundation for your working relationship. It builds trust and leads to everyone feeling supported on what the next steps will look like. Katie, my business partner, and I have seen so many DIY, mismatched processes that we want to share what our onboarding process looks like.
In this blog, we will take you through how clients find us all the way to them saying “Yes!” to work with us. Our goal is by the end of this blog, you can replicate our onboarding to suit your business’s needs.
P.S. Tired of feeling like there aren’t enough hours in the day? Let’s change that! Book a consultation today to learn how we can organize and simplify your business, so you can achieve your goals without having to sacrifice your personal life.
Would you like a SparkNotes version of this blog post? Click here to read a quick summary!
Potential Clients Land on Our Website
Before potential clients even land on our website, they will often find our content on Pinterest & other social media platforms that have a CTA for our blog or our freebie. This naturally leads them to land on our site and explore our services. We have numerous places where they can book a consultation with us. You can find them in our menu, on our service page, and footer just to name a few. The more places you have it, the better, as you want to make it very easy for your clients to understand how you can help them & what steps to take in order to get that help.
Once they read the blog or explore our service, they will use one of those buttons to book their call.
They Book Their Consultation
During the booking process, they are brought through a short intake form. This ensures we get the most out of our time together. We recommend keeping free consultations to 30 minutes or less!
Our intake includes generic & custom questions so we can better understand who they are, what they do, where they’re struggling, and their goals. This gives us an idea of whether or not they’ll be a good fit and what service would perfectly fit their goals.
These are some sample questions you can use:
- Name
- Business Name
- Website URL
- Social media links
- How did you hear about us?
Depending on your industry you can ask more specific questions to ensure you get what you need to host the call.
This could look like:
- What areas of your business do you struggle with most?
- What weight loss diets or programs have you tried before?
- Have you worked with a VA/coach/trainer before? If so, what was your experience like?
Each of these questions gives you detailed information that you can use during the call & as market research too.
Once it is booked, we have an automation that sends out their confirmation email, email reminders, and SMS reminders. We also have within our automation that the lead is properly tagged “discovery call” and their intake form answers are added to their contact.
This helps us stay organized and ensures everything is easily findable!
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The Consultation Happens!
Before the consultation starts, I will hop onto Google Meet early just to ensure the links work properly. I will also ensure that tl;dv is on to record & transcribe the meeting. This helps me to be more present on the call as tl;dv rather than having me head down taking notes the whole time.
Once they have joined the call, the conversation will start off by asking how they are and diving into a little bit of what I know about them & their current situation. I will each call to feel casual, comfortable, and conversational. I don’t like high-pressure sales calls therefore, I don’t do that within our business easier.
From there, I will dig deeper into their current struggles, what they’ve done to overcome them, and their desired outcomes. Once it hits the 20-minute mark, I start to wrap up the call, explaining the next steps.
For us, we will send a proposal that includes the best service & pricing for their goals. If you don’t do a proposal, this is where you’ll want to go into selling.
After the call is done, I wait for tl;dv to transcribe our meeting before beginning the proposal process.
Creating & Sending The Proposal
After the call is completed, I review the transcript and send over my initial thoughts to Katie. This helps me to process how we can best support them in achieving their goals. Once Katie & I come to a general idea of what the working relationship looks like, we begin creating the proposal.
Our proposals include the following:
- Introduction about what they will find in the document.
- A brief description of our company’s mission and values.
- An introduction to Katie and myself so they know who they’re going to be working with.
- A timeline of how we will help them achieve their goals.
- A breakdown of different packages and their prices.
- Testimonials from past clients.
- Lastly, explain the next steps in deciding if they’d like to work with us or not.
We create our proposal in a branded Google Doc for easier creation & sending. We originally did them in Canva, however, it just took too long to create. This allows us to create a package that best suits the clients goals & budget. Your business may not need a proposal process.
If you’re a website designer, graphic designer, VA, OBM, etc you’ll most likely be sending a proposal due to the nature of your work. If you’re a personal trainer, coach, nutritionist, etc you can skip this and sell them right on the call.
After the proposal is completed, we will send it via email and follow up with them via email and/or text until they say “yes” or “no”.
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Onboarding Them & Getting Started
Once they’ve selected a package, we will begin the onboarding process. This includes sending them a welcome email that includes their contract, invoice, and welcome packet. We did a whole blog post on how to create a welcome packet if you’re curious on what that looks like.
After the contact is signed & the invoice is paid, we schedule an onboarding call to collect all passwords we need and discuss next steps on how we will integrate ourselves into their business.
Final Thoughts
Everyone’s onboarding is going to be a bit different based on the service & what info you need in order to get started. Not only does it make it easier to convert leads into paid clients, it also can give you time back in your day. Pretty much our whole onboarding process is automated minus a couple touchpoints that we want to personalize.
Take a look at your onboarding experience. Would you feel supported if you were a potential client? Would you be excited to invest in your service? If your answer is “no” it is time to revamp your process so you no longer leave money on the table.
Ready to reclaim your time and make your business work for you? Let’s make it happen. Book a consultation today , and let’s talk about how we can simplify your day-to-day so you can hit your goals and enjoy the life you’ve been working for.
P.S. If you’re short on time, here is the gist:
- Potential clients will find us through social media & land on our website.
- After reading a blog or looking at our services, they will book a consultation.
- The consultation includes a short intake form so we can get the most out of our call.
- They get numerous reminder emails & texts to ensure they don’t no show us.
- We have an amazing 20-minute call that is transcribed by tl;dv.
- Katie, my business partner, and I created a custom proposal.
- We send the proposal along with any reminders to ensure they feel supported.
- They say “Yes” and we begin the onboarding process with an invoice, welcome packet, & contract.
- Don’t have time to fix your onboarding process? Book a free consultation with us to find out how we can help you find the perfect systems for a more organized, stress-free business.
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