When you sign a new client, the sales relationship is just beginning. You have a chance to provide an enjoyable experience right out of the gate with your client onboarding process. One study shows that 76% of customers who report having a welcoming onboarding experience are likely to continue using a product or service.

Isadora Djekic, a project manager author and researcher at Plaky, says creating the perfect onboarding process can feel like a tough nut to crack. But it’s important to learn how to do it well so you can start off on the right foot with your new clients. In this issue of PromoPro Daily, we outline Djekic’s five-step process for providing the best possible onboarding experience.

  1. Send a welcome email. Let your new clients know you’re happy they’ve decided to work with you and let them know what they can expect in the days to come. Djekic says knowing that things are progressing will make the client feel confident about choosing your company. 
  2. Host an onboarding meeting. After your welcome email, send an invitation for an official onboarding meeting. Whether you meet in person or online, this sends the signal that you’re serious about collaborating with your client. Djekic recommends speaking to new clients in a way that shows you value them as people, not just a source of profit. Ask them about their concerns and answer any questions.
  3. Introduce them to promo. Your new clients might be new to promo altogether. Take some time to walk them through their products. Djekic says you might provide educational content, instructional materials or a quick video.
  4. Create and celebrate milestones. The next step of your client onboarding process should be defining and then commemorating milestones. These milestones could be when a client buys promo or when they use promo in their campaign.
  5. Regularly check in with new clients. The onboarding process might be considered successful only when clients are satisfied with their purchase. However, to know that for sure, Djekic says you need to check in with them regularly. Choose their preferred communication channel and check in to see if they have any questions or need help with anything. Djekic says you’ll learn what can be altered and improved while providing excellent service.

Client onboarding isn’t just sending clients an email thanking them for their business. It should be a process that involves welcoming them, introducing them to their new products and keeping the conversation going with regular check-ins.

Compiled by Audrey Sellers 
Source: Isadora Djekic is a project manager, author and researcher at Plaky.