Client Onboarding 101: Questionnaires, Contracts & More
It’s finally happened – you’ve got a client interested in you and your services and you’re ready to make things official! (Squee!)
This is an exciting and critical moment for building your business and client base. In a dream world, it would be as simple as signing the dotted line and boom!- you’re literally in business. But, in the real world? The strategy and care you put into onboarding your clients can make or break the ease in which you grow your business and engage with the people who have found you and said, “Yes! I want in!”
Here are my tried and true best tips to onboarding clients—thoughtfully organized so both you and your client have a stellar professional experience (and can dodge a bunch of headache-y back and forths!):
1. Guiding rule: a client is only a client when they pay you. This is the key to everything else on this list. Prior to paying you, a person is simply interested in working with you, but they are not yet an official customer or client! Once you get a verbal (or email) agreement that they are ready to work together, send them an invoice, payment link, deposit request—whatever works for you! Then and only then can you start the rest of the onboarding party.
2. Give them a deadline for all things, (especially for when they need to submit their payment!) This keeps things moving and ensures that clients don’t become permanent Potential Clients (aka PCs), inquiring about your business services but not pulling the trigger. Try to remember: if the PC thinks they can take you up on your offer anytime, there’s very little incentive to work with you now. By giving them a deadline, you’re helping them get proactive about solving their problem ASAP – a win-win for everyone!
3. Provide a clear contract that outlines your own policies, including details like your working hours, what your refund policy is, and any timelines you or they need to commit to in order for things to go smoothly. This helps you avoid miscommunication and sets expectations at the beginning of your working relationship, ultimately lessening future pain points along the way and sometimes totally avoiding hard conversations. When I had a client not show up for her session a few years ago, it was a dream (for me) when she said “I know your policy and that we can’t make up this time” so that I didn’t have to lay down the hammer then and there. This was all thanks to our contract and the policies I laid out before we even had our first session. Phew!
4. Ask them to submit a questionnaire prior to your first session or call, even if they have already filled out an interest form prior to your agreeing to work together! This questionnaire should include pointed questions that lays out their goals, expectations and challenges. It will also save you time “getting to know them,” as questions surrounding their background and history will already be answered. You will feel more prepared, they will feel more seen, and everyone will benefit from this front-end preparation. (And, don’t forget to give them that deadline to fill it out. Have them submit this to you at least 48 hours before your first call, so you have time to digest and prepare.)
5. Schedule all meetings upfront. If possible, send them a link to your own scheduler where they can click on your availability and yes, ask them to schedule *all* their calls at once. This will save you time on having to align your calendars for future necessary touchpoints and more properly scope out your agreement. It will also set expectations about how/when updates happen, next steps, or deliverables that will be coming their way!
6. Set up automated back-end reminders, calendar notes, or alarms at the beginning of your agreement so *you* don’t miss a beat. This will ensure that you get what you need when you need it so that you deliver what they need when they need it! As an example, if you give them a deadline to sign the contract within 5 business days, you’ll want to give yourself a reminder to nudge them on day 6 if it didn’t come through. Likewise, stick to your own timeline promises. Send your invoice, contract, questionnaire, and/or scheduler at the time you said you would. This kind of accountability will be key in building trust and show them you’re a true professional.
I pinky-swear promise that the more prepared you are, the less you will get the runaround and the quicker you can build a client base of stellar individuals who are loving what you offer and how they work with you. Let the glowing testimonials and referral machine begin!
For anyone who is new-ish to this whole entrepreneur and business-building scene, I have just the thing to help you with more milestones like this one! (Psst: It’s 90 Day Business Launch, and it’s open *now*.)