I’m a systems guru, through and through. As a number nerd, I need to be. I need to be able to consult my lists and work my way through them so all my client work gets done to exceed my clients’ expectations.

Sometimes I get interrupted in my work and without a true system or workflow in place, it would be easy to lose my place and forget a step. But with automated systems and workflows, I don’t have to worry about client onboarding or checking off those boxes at the beginning of a new client relationship.

New clients want to see a return on their investment right away. They’re looking for a solution and are looking to you to provide that solution. If you make it easy to work together, with onboarding systems that leave little to the imagination, you’re already a step ahead when it comes to client experience. So what does every business need?

Contract

A contract is a non-negotiable for any business, and the benefits will pay off in comfort level for your clients and security for you. I recommend buying a contract template from an attorney, customizing it to meet your needs and having an attorney review your new, customized, template. You can then tweak that template to meet the needs of each specific project or client.

Every contract should include:

• The service (or deliverable) you’re providing
• What the service includes and doesn’t include
• The length of service
• How payment will be handled and what late fees or additional charges that may apply

Having a contract in place helps to avoid scope creep, when the client needs additional help (that you offer) and expects you to provide that work. It might be uncomfortable to think about contracts early in business, but they’re essential in protecting both you and your clients.

Boundaries

Boundaries are a huge part of any relationship–in business or in life. As you’re establishing your initial business relationship, it’s important to set boundaries so your clients know how and when you’ll be communicating.

How do you prefer to communicate with your clients? Do you schedule phone calls? Use Slack or Voxer for quick contacts? Meet in person? Are you 100% virtual like we are?  Let your clients know up-front so there’s no question and so you don’t have to have an uncomfortable conversation down the road.

Boundaries are an important part of every step in every business relationship. How solid are yours? Click To Tweet

Client Homework

As you onboard new clients, you’ll likely need to gather some information from them. In my business, I need access to financials and other documents when I start working with clients. I send clients a list of information I need from them at the start of our relationship, right after receiving a deposit and signed contract. This allows us get started on the right foot and minimize back-and-forth communication that tends to slow down our processes.

None of these systems work without a workflow and automations to move things along. And the fact that I have everything set up to work without my hands touching every step saves me time and my clients money (because time is money, after all).

When someone is ready to hire you, they’re ready for a solution. They want help, not extra work and wasted time. The easier you make your onboarding process for both you and your clients, the more raving fans you’ll have in the long run.

If you need help developing onboarding systems, visit the Template Shop for a handful of both accounting- and bookkeeping-specific and service-based onboarding workflows.

You go to a new restaurant where you have to wait for your table in a noisy foyer that doesn’t have enough seating. When you’re finally at your table, it takes 10 minutes just to get a glass of water–never mind that cocktail you’re dying for. Two strikes in and you’re already having a bad experience.

Your food arrives to your table cold and when you’re ready to get the heck out of there, your waiter takes forever to bring your check. He tries to make it up to you by leaving you with a free dessert–too little, too late. When you do finally leave, you and your dining companion make a mental note never to return.

There are so many other options out there that when you don’t have a good experience with a business, chances are slim you’ll give them another try.

The same goes for your business. Set a good first impression and your clients will sing your praises. Get off on the wrong foot and chances are that nothing will help to make things right.

Do you have an onboarding process that makes your new clients feel welcome and loved? Do you greet them right away and offer service that they’d be hard-pressed to find anywhere else?

If you’re not sure, you need to perform a check to ensure that every client has a top-notch experience–so they’ll stick around and refer their friends and colleagues your way.

Have a workflow in place

When you bring a new client on, make sure that both you and the client know what to expect. Explain how your services work and what is required of the client. As the business owner, you may need log-in information and documents from the client. The client will expect you to have a streamlined system for gathering this and other information. Make sure you have a ready list of what you need from the client and how he should provide that to you. I recommend a questionnaire or form that the client can fill in and share with you so everything is all in one place.

Without a clear onboarding workflow, you’re bound to forget something--no matter how many times you’ve gone through it. Click To Tweet

Automate the onboarding process

You’re bound to forget something if it doesn’t happen automatically. Set up your welcome letter and your questionnaire requesting information from the client to happen automatically. You’ll save yourself time and frustration and look put-together and professional to the client. Be sure to create a questionnaire specific to each type of service you offer so every client feels like the process is personalized.

Identify communication preferences

Because you have a workflow and processes in place, you also have a clearly defined process for communicating with your clients. (Right!?) Be sure to let your new clients know how to communicate with you so you can best serve them. If you use Slack or another management system, set your client up and provide instructions on how to use it. If you’ll have regular calls with your client, provide a link to your scheduling system. And if you prefer to communicate via email or text, let your client know.

Save yourself and clients time and frustration. Set up communication preferences early in your relationship. Click To Tweet

Deliver on time

This should go without saying, but the best way to “wow” a client is to over-deliver exactly what they paid for–on time or early. Set a deadline based on the scope of the project and the information needed from the client and communicate that deadline, as well as how the project will be delivered. And then make good on that promise. However, if you determine you can’t meet the deadline let the client know as soon as possible. Communication is key!

Skip the gifts and focus on service

There’s a common trend among online business owners to tie a tangible gift with client experience. I subscribed to this thought camp for a while too, wanting to surprise my clients with goodies either at the beginning of our relationship or during the holidays. But we’re in business for…well, business. And candies, books and soaps don’t make the client process any more successful. Instead, I choose to focus on exceptional client service rather than thinking about the ROI of a pricey gift (that, candidly, most clients don’t need or want anyway).

The experience your clients have with you and your business determine whether you retain a client, or they go elsewhere. Start off on the right foot and make sure you’re communicating so no client ever feels in the dark.

 

Your business is built on the customers you bring in. Without leads that convert to customers, there is no business. But finding those leads can be a challenge, and there are always hills and valleys when it comes to hot prospects.

What you may not realize is that you’re already in all the places where most business owners find their best leads–it’s just a matter of taking the time to act on them.

Here are some of my favorite places to find and nurture leads for my own business.

Networking Events

Even if you do most of your marketing online, in-person networking events are a great place to practice your networking skills and connect with other movers and shakers in your geographical area. Plus, local events get you out of your comfort zone, which is something that you need if you’re going to grow as a person and a business owner. Building relationships with others is one of the best ways to grow your business because you never know who your next referral will come from! Even if your perfect lead isn’t at the event, chances are that building new relationships will get you the referrals you need.

Whether your business is virtual or local, in-person networking events are key to business growth. Click To Tweet

LinkedIn and Facebook Groups

In the online world today, there are few people who aren’t present on social media–personally or for business. LinkedIn and Facebook groups are both ideal for those looking to network with like-minded business owners. They provide a space to share your content, start and continue conversations and showcase your expertise by answering questions and providing value. But be careful: If you choose to use social media to network and look for leads, be sure you’re interacting with the right people and spending time in the right groups. Many groups can be a rabbithole of distractions and wasted time!

Your Own Network

If you’re doing your job right and wow-ing your clients, they are some of the best resources for new business leads. Many of your current clients will take the lead and refer you without a second thought. But others, you may need to ask. Add a message to your invoices and email signature, letting clients know you have openings and would love a referral from them. Or send a personalized email to clients who have a wide network, thanking them for choosing you and asking for a referral to a specific person. Be sure to respect their time and privacy and if you don’t hear back, don’t take it personally. Everyone is busy and it might not be the right time.

There’s a good chance that your perfect client is already following you. Nurture those relationships. Click To Tweet

Conferences

Most conferences have hundreds (even thousands!) of attendees–a breeding ground for networking and business growth. But with that many people, it’s a little overwhelming to connect with the right folks. If a list of attendees is available prior to the event, do some research and make a list of those you want to connect with. Then seek them out. You can also listen carefully during Q&A sessions and approach anyone who asks a question that really resonates with you.

No matter where you’re networking and looking for leads, go into these conversations to build a connection and relationship–not to gain a customer. The more authentic your approach is, the better the leads will be and the faster your business will grow.

Need help with following up after meeting someone you think might be an ideal lead? Grab my template for lead follow-ups!

Watch my free “Craft a 5-Star Lead Process” webinar here!