What to include in a client onboarding checklist
An effective onboarding new customer checklist includes specific, actionable items designed to open conversation, gather information, help you follow up, and evaluate the entire process.
The first step is to include a welcome email. This welcome email doesn't have to be text-heavy, but it should show clients what your organization can provide right away. To write an effective email, keep it simple. Understand that your welcome email will give clients a first impression of your brand. You want to be clear, show your style, and provide clients with a CTA. A successful email shares enough information but doesn't bog down the reader. Let your clients know who you are, how to reach you, and what to do next in the onboarding process.
Your onboarding checklist will also include creating an onboarding survey. This survey allows you to gather relevant information that can enhance your onboarding in the future. If you discover clients aren't taking the time to complete the survey, these questions may need to be answered in a phone conversation instead. You may need to follow up on your survey questions, as the answers provided will shape how you deliver services to the client. Once a survey is reasonably answered, the next step in the customer onboarding process should be to schedule a kickoff call, where you can start building a stronger relationship with the customer.
You want to know that you're serving your clients well, and this is done by evaluating your onboarding process. If clients are frustrated, you want the opportunity to make things right and identify what went wrong to prevent the issue from happening again.
Developing an onboarding process that works in your client retention strategy takes time. You won't know what clients want or what your onboarding process is lacking if you never ask. This is done by following up with clients, especially when a client hasn't responded to an email after a few days. Make a phone call or send a text message. Let clients know you take their business seriously when you invest time in reaching out.
Organize your business with a client onboarding checklist
Successful client onboarding is a process that requires organization, and you can do just that with a checklist. Good organization starts with a new client onboarding checklist, which can help you build strong relationships, boost customer retention, and grow your business.
Your client onboarding checklist will allow you to set the parameters of your working relationship early, clarify the services you offer, collect data, and provide effective communication. You get a better understanding of your clients and their needs when you ask questions and you're open to constructive feedback.
Once you have your checklist, use our tools to help you make the most out of your business venture. At Mailchimp, we offer automation tools and marketing software to help you build a productive client onboarding process, so you can deliver a great customer experience. Stay organized and connected with every client you serve when you develop an open line of communication through email.