We all know how important it is to start on the right foot with clients, as first impressions count, right?! Absolutely, and therefore creating a top-notch client onboarding process is often at the front of people’s minds, particularly as we are so excited to get that new client or customer! But what about the end of the relationship? We have the money, the client has their beautiful product or their service is delivered successfully, that’s it, right? Well yes, but how you exit the relationship is actually almost as important as how you enter it and providing your client with a killer offboarding experience (rather than just a quick email saying thank you and goodbye) can reap a lot of not-so-obvious benefits for you both!
Just imagine, you have that beautifully designed website, expertly crafted conversion copy and are working your socks off to attract and bring in your ideal clients that are both a dream to work with and that you KNOW you can provide epic value to. The dream yes? When you onboard a new client, you are inviting them behind the curtain into the heart of your business that the public doesn’t see and you bet it better match up (or even better, exceed) their expectations.
It is not just about what you do for your clients, it is how you do it and actually, I’d even go as far to say the “how” can be even more important in some aspects of your client relationship.
Creating a killer client onboarding experience is one of those aspects and is key in starting off your working relationship on the right foot, alleviating their nerves in what is possibly a scary investment for them and building that trust that you are going to be so worth it.
Have you ever actively thought about the implications for your business if you permanently lost access to all of your files and documents, if someone tried to sue you or even if you, the business owner, became long term sick and were unable to work?
Before you think I’ve completely lost it, I know these are not things you want to be thinking about. They are actually probably some of your worst business fears and for that reason, many people, understandably, try not to think about them.
Ok, as an Online Business Manager that has a deep love of all things tech, I’m sure it won’t shock you to know that I have a LOT of views on the best systems and tools to increase the organisation, productivity and revenue of your business!
One of my favourite tasks, after I have my first kick-off call with a new client, is evaluating the structure of their current systems and recommending changes to optimise and streamline their operations.
So, you know the benefits of systemisation, you know how to implement business systemisation and automation and now you have the fun, fun task of choosing your platforms!
With so many systems out there nowadays, it can be really hard to choose just one and if you’re not careful, you can spend a lot of precious hours choosing rather than implementing.
Unfortunately, it can be a difficult balance to find through as you don’t want to jump into implementing a new system completely blindly either. Choosing your business systems is, to a large extent, a personal choice and as every business is different, you are best placed to make that decision effectively, either by yourself or with an OBM like me by your side!