Your onboarding process can be the first step in a long, fruitful relationship between your client and you.
Unfortunately, the process can also be complicated: many business owners can lose clients they thought they had won, for a variety of reasons. Worse, relationships can sour.
Essentially, your onboarding process can make or break you client relationship for years to come.
Why do so many business owners get it wrong? How can you ensure your onboarding process operates like a well-oiled, friendly machine?
Read on to find out!
Why Do Business Owners Dislike The Onboarding Process?
Firstly, we need to understand why business owners dislike the onboarding process in the first place.
We know that the process is oftentimes complicated – but that’s not all.
It’s rare that you can find a cookie cutter approach to onboarding. Every client is unique and they all have their own needs.
What this usually means is a personal approach to the onboarding. And personal means time-consuming.
Some business owners can be over-eager to start working with the client and forgo this personal touch – and patient communication – in favour of expediency.
Unfortunately, more often than not this results in less than stellar communication, which can leave the client feeling confused, overwhelmed, and ignored.
Remember: the more patient you are during onboarding, the more likely you are to build solid foundations. In the long run, this will be much more efficient than rushing through the process.
How Exactly Do Clients Become Frustrated At The Onboarding Process?
For some business owners, time only means money. This mindset can lead to the same business owners rushing the onboarding process, much to the detriment of themselves and their clients.
Communication can become bad and corners can be cut. All in all, the final onboarding result will be unstable and a bad taste will be left in your client’s mouth.
Remember: the onboarding process happens immediately after your client has paid. Their expectations are very high, and at this stage, communication is of utmost importance.
Failure to communicate and personally help your client in a timely manner at each step of the process can lead to them becoming frustrated and canceling the project all together.
Remember: Clients Don’t Know What You Know
The best way to prevent frustration on your part is the golden rule: always remind yourself that they don’t know what you do.
If you need access to their accounts or certain documents from them that you believe are relatively easy to find, remind yourself that your client may have no idea what they are in the first place!
Always remain patient and don’t assume things will be quick and easy. Offer to help your client at every step. Provide clear and accurate descriptions of exactly what you need, and even consider walking them through how to get these things.
This type of approach will drastically reduce miscommunication. At the very least, your client will feel that you are attentive to heir every need.
Lastly, Make Sure You Use A Checklist & Communicate Regularly
To make your onboarding process simple and effective, consider employing a checklist – the accountant’s secret weapon!
This list should state everything you need from your client to complete the onboarding process.
It should also detail concise steps on how to find and deliver these items to you, and which items should be actioned in what order.
Lastly: communication is key. The more confused and frustrated your client become, the more likely they are to cancel their contract with you.
To avoid this, consider calling your client rather than emailing. This will give your approach a personal touch and move things along smoothly if they have problems.
Lastly, consider having an in-person meeting during the onboarding process. This will let you and the client talk freely. You can address any problems they’re having with much more clarity and ease.
Consider Oboarding An A Firm Accountant To Grow Your Finances!
Onboarding is just one area that you can delegate. After all, you’re supposed to be leading the business!
Another area where you can delegate and regain tremendous amounts of time and energy is your finances.
Here at The A Firm, our team of financial experts can help grow your business year after year.
Call us today for your free meet and greet session – obligation-free!