334. Client onboarding strategies to improve client retention with Jeanette Peterson

Creating a client onboarding process is a necessary step to continue serving your clients and scaling your business.

You must have a thorough and automated client onboarding process. You have worked to establish the know, like trust factor with your new client, and now they are ready to invest in your services. A new client is going to pay to learn more from you. It is your job to make this feel like a Disneyland experience. You want your new clients to feel comfortable and confident that they chose to work with you. Let's make this a great experience.

How to Establish Your Client Onboarding Process What to Include for Low Ticket Items

These low-ticket items could include a low-priced membership or courses under $1,000. For your low-ticket items, you want to start with an invoice and then present the contract or terms of service for them to read through. Clients should also receive an automated email with links to all platforms and logins. You want to make things as seamless and easy for clients as possible. We are servant leaders. We are here to serve our clients.

What to Include for High Ticket Items

Your client onboarding process for high-ticket items is essentially the same process. You want to start with an invoice and then present the contract. Make sure that a lawyer has created your contract and clearly outlines any refund policies you have. Clients should receive an automated email with links to all platforms and logins, a way to access calendar reminders and replays. An additional personal touch of an onboarding gift, a handwritten birthday card, and an offboarding gift are all nice personal touches. Keeping this contact with your client is an additional way to let them know you are here to walk them through this process of working together.

Client Journey past the Onboarding Process

How can you better serve your clients and have a lasting client relationship?

• Intake During Onboarding: During your client onboarding, you should ask targeted questions to help guide you as you work to serve your clients' needs.
• 3-month check-in: Check in with the same questions you asked during your onboarding process to continue to help you serve your client. You also want to ask clients: What has helped you so far in our time together to help you find success? It is also important that your client outlines what success means to them(helping others, making more money, expanding their reach, etc.).
• 6-month check-in: Use the same questions from your 3-month check-in and also ask: What is one thing that is most pivotal to your success that I have helped with? What should we add to the program? What could we take away from the program?

 

Read the full show notes

Website for Jeanette Peterson

 

Additional resources for growing your business