Season 15 | Ep 166 | Developing a Comprehensive Client Onboarding Process

Are your clients truly set up for long-term success? A well-crafted client onboarding process can make or break your partnerships. The first 90 days are critical; they either nurture client loyalty or risk early disengagement. 

In this episode of The Agency Blueprint, I discuss the importance of developing a comprehensive client onboarding process to shape long-term client relationships. I share actionable strategies to build trust and exceed client expectations, ensuring they feel confident about their decision to partner with you. 

Don’t miss this episode to learn how to prepare and structure successful internal and client kickoff calls. 

Key Questions:  

• [01:30] Why are the first 90 days of onboarding crucial for setting the tone of your client relationship? 
• [05:39] How do you prepare your team to allow them to have success in the onboarding process? 
• [05:52] How do you ensure your team effectively transfers client information from sales to production without losing key information? 
• [10:47] Are your internal kickoff meetings prepared enough to ensure your team fully understands the client’s needs before interacting directly with them? 

What You’ll Discover: 

• [01:40] The importance of understanding buyer’s remorse and ways to turn uncertain clients into long-term partners. 
• [03:30] How to map out positive and negative touchpoints in the onboarding process to enhance the client experience. 
• [05:52] Avoid miscommunication between sales and production teams by preparing internal teams effectively. 
• [08:33] The importance of involving the account leads early to build trust and reduce client anxiety. 
• [09:16] How to efficiently resource allocate a client’s work in the proposal phase with tools like Harvest and Float. 
• [09:53] The importance of welcoming clients warmly within 24 hours to build immediate confidence. 
• [10:57] The importance of pre-meeting preparation for a successful internal kickoff call to ensure everyone is informed. 
• [14:22] How to structure a client kickoff call, focusing on objectives, deliverables, and communication clarity. 
• [15:32] The importance of ensuring you stay in communication with the client to keep them informed on the behind the scenes. 
• [16:10] A few thoughtful things you can do to surprise the client and cement your relationship. 

Book Mentioned: 

• Never Lose a Customer Again by Joey Coleman