Once you’ve landed a new client, the hard work doesn’t stop there. If you want to keep clients for the long term, you need to ensure every client experience is a satisfactory one, starting with onboarding. Your client onboarding call is the first real exposure your clients will have to your agency operations. Here are the seven keys to making sure your agency onboarding call is a success.
Energy
Your agency onboarding call is a prime opportunity to show your clients the enthusiasm you have for servicing them. If you come into the call with the wrong kind of energy, they’ll get the impression that they are only as important as the fee they pay you. You need your clients to see you as a trusted partner, so show up to your onboarding call with the right attitude.
Added Value
You have a captive audience on your agency onboarding call and the chance to tell your new clients about all the ways you can add value through your services and agency operations. Work in time to introduce products and services that compliment what is already in your SLAs and offer troubleshooting solutions to any common issues clients might encounter in the first few weeks of service. Be sure to end your call with a summary of any next steps and introductions and contact information for any team members within your agency your clients might need to contact.
Planting Seeds
Your agency onboarding call can be an opportunity to reinforce your excitement and gratitude for having your client as a part of your team. Begin to plant the seeds of growing your relationship by referencing long-term plans and getting your clients toward their goals. Help them envision your agency as a lasting partner.
Growth Mindset
You can use your agency onboarding to educate your clients on the type of mindset they need to grow their business and transform their agency operations. Help them understand that growth means investing in the long term. So, while an email campaign or PPC strategy isn’t something that can scale their business to $100K per month, it will generate positive ROI and lay a foundation to continue building on.
Definition of Success
During your onboarding call, ask your clients how they define success and what would lead to the partnership failing. This helps reinforce the long-term growth mindset by looking ahead to the future, but it also helps keep everyone on the same page about where you want to end up.
Service Roadmap
Agency onboarding is an opportunity to lay out the path forward and help your client visualize what will come of their relationship with you. Break down 30, 60, and 90-day goals and how you will reach each of those milestones. This visualization is a great touchpoint to send out to the client in the weeks following their onboarding to remind them where they are in the process.
Scope of Work and Expectations
Your client should come out of agency onboarding fully understanding not only the scope of work that you will perform but also what you need from them to be successful. If it is important for a client to participate in a training or regularly provide you with information so you can complete your service, get them to commit to doing that.
Onboard Like a Pro
If you want to build an onboarding that wows your clients and streamlines your agency operations, the experienced and motivated team at 8 Figure Agency is here to support you. Schedule your free consultation today.
