Nurturing Your New Client After They Say YES
One of the best ways to continue the nurturing process after someone has said yes, or has signed a contract to be a new client, is to provide them with a great and thorough onboarding experience.
I always recommend having some sort of welcome packet- or at the very least an internal checklist of steps- to go through to make sure they feel comfortable, have what they need, and are ready to get started.
Some of our clients use this tool for having the client get some pre-work done, and also for setting expectations.
Onboard New Clients -welcome packet
If you have a group program, this is a great place to put some information about where and how you meet as a group and where to find all the materials. You can include links to other documents and tools in the welcome packet.
This can literally be a workbook-style packet of information that you create in Google Docs, Word, a stand-alone web page, or Canva. It’s best to make it branded and look a little bit more polished. Once you’ve made your packet of important documents and information, you’ll only need to tweak it as your business grows.
One thing you always want to include in your onboarding documents is how to get in contact with you and your parameters for contact. Do you only want them to contact you via email? Do you only want them to schedule an appointment online? What are your parameters?
Make sure that's clear. Having a way to contact you is one of the most important pieces.
Next, you want to make sure that they have the information in place to get started. Let’s say you have a group coaching program. The sessions haven't quite started yet, so you need something for them to do to get engaged right away. Have them get into a portal, or access a document start working on things, so they take action.
When they get started and are engaged, they are more likely to be ready to go for the next step. If it's a different type of service that you offer, having your expectations, how to contact you, and what they need on hand is super important.
Also, make sure that you also include some sort of FAQ document with the most frequently asked questions. Think about what has come up in the past that are some stumbling blocks, things that cause delays or distractions, so that people know what to expect up front.
They can prevent those delays from happening when they're working with you. You want to make sure that they have the information they need to get started, but also it's protecting your time and your energy. It’s not in your best interest to answer 15 emails asking about the Zoom password, or how to access bonus documents. At the very least, you are not repeating yourself or typing the same instructions over and over again.
Always Automate
This is a great thing that you can automate as well!
Once they sign a contract, pay the deposit, or pay for a service, they would be sent this welcome packet document, web page, or access to a portal with this information, and they can get going.
What other things do you include in your welcome packet or welcome nurturing that is particular or unique to your business?
Are you looking to plan and create your onboarding system? Set up a strategy session with me and my team today!