The onboarding process is a crucial time for you as an online service provider to show your client that they made the right choice in engaging to work with you. Even the smallest personal touches make all the difference on how seamless your onboarding experience is. Plus, your onboarding process will set the tone for what working with your business will be like for your client. As Dubsado experts, we know a thing or two about what it takes to ensure a seamless, luxury client onboarding experience. And no, it doesn’t involve extra hours of admin work added onto your day!
Spoiler alert: A key step to improving your onboarding processes and saving you time is automating and streamlining the backend systems of your business. We’ve done the hard work of trialling and testing for you. All you have to do is implement these five crucial steps for seamless onboarding to leave your client feeling satisfied and assured they chose the best in the business to work with. Let’s go!
Clients can be eager beavers, especially when they’ve handed over the cashola and are ready to get stuck into their project with you. We know #businessownerlife gets busy, but if you take even a day too long to get back to your client, it can really dampen the vibes of your working relationship before you’ve even started.
Did you know you can actually automate a ‘next steps’ email in a Dubsado onboarding workflow so that as soon as your client chooses their package, signs their agreement and pays their invoice, they’ll receive an email from you with their next steps or even a welcome guide? Don’t worry, automated doesn’t mean it has to be a cookie-cutter, boring, robot-sounding email either. You can completely customise your canned emails in Dubsado to inject your brand personality and sound like you.
If you have certain services or offers that clients frequently have questions about, thinking about the ways you can pre-empt these in your lead enquiry and onboarding process will save you time and mental energy in the long-run. Automating these responses as much as possible will reduce your admin workload too! Below are our recommended options for efficiently pre-empting common queries from clients:
Miscommunication can give you an unnecessary headache when onboarding a new client. Perhaps your client had previously worked with a different service provider with different turnaround times or boundaries that they can’t push with you, or your client had an out-of-scope request that got things off on the wrong foot. The good news is any conflict can be almost entirely avoidable by ensuring clear expectations are communicated as early on as possible. When you’re onboarding a new client, before you get started, we highly recommend ensuring you are on the same page about:
Nothing says ‘I can’t wait to work with you!’ quite like a welcome gift. It doesn’t have to be anything crazy or extravagant, but anything from a floral or edible arrangement to a personalised hamper is an exciting way to kickstart your working relationship with a new client. Touches like this during your onboarding process can take your client experience to the next level and ensure your new prospect feels that you’re just as excited about working with them as they are, every step of the way.
Last but not least, keep the ball rolling smoothly in your client onboarding process by ensuring to send the client everything they need (as well as requesting everything you need from them) to get started. This could look like sending the client a ‘welcome guide’ that covers the details of your available office hours, turnaround times, ad-hoc requests, feedback and approval processes, and more. From the client side, be sure to ask for any strategy, logos, assets, inspiration, etc. that you need. Promptly requesting what you need from the client ensures there are less delays from onboarding to delivering the project, especially for intensives, and assures the client that no detail is being missed.
Automating your systems and processes with a Dubsado set up is the best way to save time on admin and impress your clients with a 5-star seamless onboarding experience–it’s a win-win.
Not sure where to start? We’ve created a jam-packed The Ultimate Dubsado Guidebook with everything you need to set your Dubsado up yourself, minus the overwhelm. With straight-forward video tutorials and visual instructions explaining how to get set up, it’s basically like I’m right there with you guiding you through it. Plus, I’m only ever a message away if you have any questions.
Prefer to hand over the reins and allow us to transform your client experience with Dubsado? Apply now for our Dubsado in a day. Limited spots available.
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