Best Practices for Onboarding Clients


Published August 16, 2022

As a Client Service manager, you know how important it is to keep your clients happy. After all, they're the ones who keep your business running.

To build a successful partnership, you need to get the relationship right from the start, so here are a few tips to build best practice into your onboarding process:

Gather All Your Onboarding Information

Firstly, make sure you have all the information you need from your client. This includes the client's contact information, what they're looking for, and any other relevant details. The more information you have, the better armed you’ll be when it comes to facilitating their requests.

Build a checklist of onboarding information that you can share with new clients. That way, new clients will know what you need from them, and you can prevent details falling through the cracks.

Set Up a Kick-off Meeting

Nothing helps to build a successful connection like the human touch, so set up a kick-off meeting or call to introduce yourself and get to know the client. This is a great opportunity to learn more about their needs and what your business can do to help them.

The sooner this happens, the better. Ask the salesperson to introduce you as early as possible, so you can shape a better client journey from the word go.

Align Your Expectations

Once you have connected with your client, it’s important to align expectations. This part of the onboarding experience will prevent conflicts further down the line and improve client retention.

Talk through the proposal or contract that outlines your services and SLA so the client can know what to expect.  Make sure that expectations are clear, reasonable, and measured on both the business and client sides.

Talk about your expectations as well as those of the client, so they understand everything about how the relationship will work, and so you remain on the same page.

Stay In Touch

Once the initial work is done, it’s all too easy to let things slide, but like any relationship, client success comes from constant work.

Stay in regular contact with your client, setting action items for you to follow up with them and keeping the lines of communication open when they want to get in touch. This builds trust between you and the client, keeping them happy.

Following these tips will help you onboard new clients smoothly and efficiently. By taking the time to do things right and provide a good onboarding experience, you'll set yourself up for long-term success.