By Eric Taussig
Hans / Pixabay
Making sure that your client onboarding process is successful is crucial for any service company.
When done well, your onboarding process is the mechanism through which your business development and/or sales team does an elegant handoff to your service delivery people. This instills confidence in your offering, and makes your new customer glad to have signed on with you.
Getting your client onboarding process right—especially when your service is offered remotely from a globally distributed team—is even more important and difficult.
Below, I outline four principles we’ve kept in mind while structuring our onboarding process, a process that we see as foundational to Prialto’s success.
4 Principles of a Successful Client Onboarding Process
1. Make the new customer glad to have signed on with you
Savvy buyers are always hesitant to sign on to a new service. They fear the inevitable productivity dip that takes place before a new service becomes additive.
Our new customers are particularly fearful. They worry that they will need to provide a lot of heavy personal management time to make our service work in light of our virtual assistants residing a world away in Asia and Latin America.
To overcome this, we work to awe the customer with the amount of management support we will provide on their behalf. We put their entire support team of virtual assistants and their manager on the onboarding call so that they hear from each person and understand how each of their roles will help make the service exceptionally “turnkey” such that the productivity dip common in adopting a new service will be minimal.
This addresses one of the greatest fears with which the customer comes to the new relationship. It puts them at ease and encourages them to follow our lead.
Instead of regretting that they’ve signed on, they rightly feel smart for having done so.
2. Create a detailed, personal and professional context around which to collaborate
Contrary to conventional wisdom, studies show that when meetings begin with a bit of personal sharing they are more productive than meetings kept to “just business.” Sharing and honoring the personal context in which work is conducted creates the trust and respect that is foundational to work collaboration.
We begin each onboarding call by introducing each of the several key Prialto employees who comprise our new customers’ support team. By this time, we’ve already sent the new customer a detailed biography of his/her primary virtual administrative assistant. On the call, we outline each of the team members’ roles in helping the customer.
We then ask the new customer to introduce him/herself. While making the request, we invite the new customer to tell us about both the professional and personal aspects of his/her life.
When the new customer pauses, the Prialto team comments or asks follow-up questions to show that they understand the professional life being described, the personal world in which it takes place, and the connections between the two.
We follow these introductions with a series of preference questions. Many of these preferences might have been collected in advance of the Go to the full article.
Source:: Business 2 Community