New Client Onboarding

5 sections 20 steps
1

Welcome

  1. Send welcome letter
  2. Send new client questionnaire
  3. Connect on social media platforms
2

Information Gathering

  1. Create dropbox or Google folder for storing internal client documents
  2. Create shareable folder with client
  3. Ensure you have necessary assets of client - logo, colors, design guide
  4. Establish billing information
  5. Obtain primary email address for your newsletter
  6. Obtain primary address for postal correspondence
  7. Update CRM with client information
    • Link to the cloud based CRM here, for example: https://www.sugarcrm.com/ List out fields that should be entered * Name * Primary contact * Address * Primary Phone
3

Internal Orientation Meeting

  1. Assemble members of your team
  2. Assign roles/tasks
  3. Schedule the initial client meeting
  4. Gather client materials
4

Kick-off meeting

  1. Determine attendants for both the client and firm
  2. Plan for meeting (conference room, food, cleanliness, etc.)
  3. Schedule the meeting
  4. Prepare materials and coffee/snacks
5

Post Kick-off meeting

  1. Follow-up phone call next day
  2. Schedule 2-week follow-up phone call

About this workflow

Why onboarding is important

You only get one chance at a first impression. Client onboarding is your opportunity to build a relationship, establish expectations, normalize communications channels, and impress your client that you have your act together.

Most importantly, a good onboarding process will lower your customer churn rate and increase profitability and satisfaction.

What client onboarding includes

Client onboarding is the process of creating relationships, gathering information, establishing agreed upon practices, and setting up systems. Usually this includes:

  • Welcome email
  • Kickoff meeting
  • Add to systems: file sharing, communications (Slack)
  • Check-in call after agreed upon time
  • Internal retrospective

More info

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Sections 5
Steps 20
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