Email Signature New Client Onboarding Checklist Made Easy

Email signature new client onboarding checklist

what's good everybody in this episode I want to break down how you can update and enhance your new client onboarding experience so that you actually get your clients into momentum save time on your side save and eliminate headache on your side as well so if that sounds good let's just jump right in I'm gonna be drawing here on my iPad so if you are listening friends on the the the old iTunes we are going to be drawing so bear with me on that so how I like to look at this is really this notion of like the onboarding matrix and really what we have here is four quadrants and in these four quadrants we're going to we're kind of going to look at the axes as we onboard clients in a way where we create amazing experiences and on the opposite side we'll say met experiences which really is just okay experiences and on the on the far right side of the horizontal axis we want something that's more you know as an agency owner we want some of those more hands-off versus obviously the opposite which would be hands-on right and so just by looking at this matrix clearly you would want to have amazing experiences onboarding your clients in a way that is more hands-off for you that's the top right corner so that would be the win now let's look at what really happens when you kind of dissect how a lot of I think agencies consultancies are doing this where they're creating more headache losing profit margin and really it's kind of setting their client off onto a bad start so first I'm gonna look at kind of this bottom right quadrant and this bottom right quadrant we are looking at a situation where if it's hands off and it's me or okay it's probably in a situation where it is a bit too transactional which would be low touch and low value and so what does that look like I mean how I've seen is you you get started in a program you send an email to someone maybe then you send them to some sort of you know forum to collect information from them and possibly then just send them the next email after that okay and usually when people do it this way they're not really sure what the next experience is going to be and they're trying to automate the entire thing and like I said doing so making it pretty transactional which as a service provider and agency owner consultant a lot of times people are buying buying you and your expertise so you're removing the very thing that they just bought another interesting thing about this is if you sold over the phone and then an onboarding there's no human interaction it's gonna feel a little awkward for that prospect so let's move over to the bottom left side of the matrix and this is where they make a payment and very quickly you hop on the phone this is my my phone here hop on the phone and then you have maybe a questionnaire like we talked about then maybe you give them like a checklist of things to do then maybe you end up having a second call I see a lot of service providers and agencies doing this it's it's kind of sporadic where you know they have a call and they are trying to collect some information they're trying to have some sort of hands-off nature to it but it's really inefficient because there's no choreography to it and so they kind of end in this weird cycle of having multiple conversations just in order to get the client into momentum and what we end up seeing here is a lot back and forth and we have a time suck and also a margin killer and why I say a margin killer because in this instance you have someone come in and you have a call they do a little bit of work possibly and then it's kind of unclear as to where to go next so usually they bring someone else in on the call now that's the time for one or more people on your team if you're having multiple people on these calls which I've seen time and time again and really those meetings start to become really expensive and if you're like a lot of agency owners that instead of selling you know and collecting a lot of money upfront as a part of you know a set up process or something like that you've spread out your revenue in some sort of you know retainer thinking about long term and you're actually losing money because of the inefficiencies in your onboarding process that you won't kind of read kind of re up on or or kind of actually collect on and profit from until months three four five six sometimes because of how many times you go through this vicious cycle of hey let's just let's just hop on a call so we're all on the same page and keep moving forward so I don't know if that's you but we'll call that the that back and forth will call the bottom right which will section one is transactional bottom left section two will call the back and forth then we're up into the top left where the onboarding experience is amazing it still really hands on and this is very similar to the back and forth however you kind of design multiple calls upfront without enough prep so what that might look like is you get a welcome email if you even do that then you go into a call and you say hey on this call we're doing ABC then we go to the next call and we're going to do you know XYZ and it's almost like the string of calls where everything is happening on the call and usually what happens here is a lack of efficiency so you you are in you are kind of covering up the lack of choreography the lack of you knowing exactly what needs to happen by just scheduling more and more calls which overtime is not really efficient there's time lost because of the time you and your clients are spending on the phone and while they I think agency owners think that the value is on the client side you know value will say hi for a client but if you're constantly demanding your clients time and attention just to get the work started they're probably not gonna look at that as valuable like they hired you to like make their life better and more efficient and now you're just asking them to be in a lot more places and spend a lot more time with you so while it might be higher touch which might create a little bit more of the amazing feeling it also becomes way more hands-on and that's not always the best for clients either and really for you as we've started to allude so what then would be more amazing and hands off I don't know about you guys but if you've ever been in a situation where you have a client come in and you you kind of feel like you say the same things over and over again those first couple calls you're teaching them your process what to expect you're doing some expectations then maybe either on the same call or the next call you're kind of maybe starting to do some work together maybe you're collecting some assets and things like that well if you're doing these things over and over for every single client I'd argue that you can create a system and a process and harness even automation to make it a whole lot better and what that looks like for us in in this onboarding matrix is something that's again amazing for them but also hands-off okay and so what we first want to do is we want to send them some training and this can be in the form of video so imagine a little training as step one and really this training is all about letting them know how you work what to expect here's where you go to get help here's what not to do here's what to do if you want to have the most success with this so we start training our clients to be a good client then we show them we kind of get them into momentum so call it a warm-up right and you know we want to we want to start moving them towards a goal as to why they're here so we have a to be and we want to start getting them in momentum and that might come from you know a homework assignment maybe you give them a checklist of things to do but we want to get their brain flowing and in the realm of like hey we're we're all in that we're in the same book and we're even on the same page as to what needs to happen here for for you to get the results that you want and so if we train them then they start doing some work warming up their brain to some of the things that we're gonna be doing together and then get them on the phone back to my sexy phone drawing they're gonna show up to this call ready and you know with our clients we have them go through a training process where they create what we call the ready client experience so that every time a client shows up for the call that first initial call they are already in momentum like they've clients have already done some of the work for you so that this call becomes really efficient and so the hands-off piece is actually this green section that I'm gonna draw right here is where you're kind of getting them in momentum before the hands-on experience and that hands-on experience that call can be a lot more effective a lot more efficient and moving people into the next stage so we call this the ready client experience and when you do it this way you actually have a situation where let's do a dark green here what we've found is that it's a little bit more scalable because you have ready clients showing up you're not losing time and money and really it's because you are controlling the experience and it's choreographed keyword they're choreographed it's not just hey let's figure it out on all of these calls sort of like we've been doing in these bottom sections and you know down here I'd say you know if you're in services you don't want to be transactional nobody really wants that and then I'd kind of argue that these are you know steps in the right direction the you know back and forth and the time lost there's benefits to those better than doing it all transactional but really it's still sort of like a subpar experience so we really want to aim for this top right quadrant where it's amazing and hands off and every time we've worked with an agency client even in our coaching and consulting side of the business when a client shows up and they've already done some work that call that kickoff experience is way more efficient because we're not only are they already in momentum we're able to point them into the next appropriate step as to how we're going to help them in in our own process so hopefully you found this this helpful I think a big fear that a lot of service providers agency owners have when bringing a client into the fulfillment side of the business and harnessing technology is that they're going to over automate it and over automate it in a way where it does become transactional and that's obviously the last thing we want that's that bottom right quadrant you don't want to fully automate everything you want to harness automation to get your client in momentum and also limit the amount of back and forth headache energy that is consumed from you and your team on the fulfillment side before the work starts right because there's that gap between they pay you and work starting over here and most of the profitability that I see happen are see lost in service providers and agencies is right in that gap because of the the lack of choreography the lack of you training them and arming them up to the work that's about to be getting started so I'd love to hear your thoughts on this how are you onboarding clients how amazing and hands-off is it versus you know tedious laborious and hands-on comment below I love your thoughts and if you are looking to streamline how you onboard clients so that you can to to 3x your capacity I'm gonna put a link in the section below here so you can schedule a call with myself and or a member of the team and really we're just gonna diagnose where you guys are at with your services and how you currently on board people how you currently fulfill on your services to streamline some of these things for you and if we can help we can show you our step-by-step process at least point you in the right direction so if you want a two to three extra capacity simply by creating a more hands-off and amazing client onboarding experience that is choreographed look forward to chatting with you soon and we'll see in the next episode [Music] [Music]