Are you starting to get a ton of new customers? Thinking about setting up a client onboarding process? In this video, I'm about to teach you how to onboard new clients for beginners in five simple steps.

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0:00 - Introduction to How to Onboard New Clients

1:00 - Why do we need to onboard?

We need to do so because customers need to feel like, you know what you're doing. If you don't actually onboard your customers, then you're putting all the onus on your customer in order to figure things out as they get started with your product or service.

1:57 - Step 1: Schedule a handoff call from Sales to Customer Success.

The sales rep that's closing this particular deal needs to also introduce the customer to the customer success team member that's going to be helping them through all of their onboarding and success habits over the course of the contract.

It's important to use this handoff call as a time to build rapport with the client and the customer success team.

3:47 - Step 2: Build your client onboarding checklists based on your client's desired outcomes.

This can be done in the form of gradual step-by-step campaigns. If you're just starting out in building out the customer success functions in your company, you can use a simple one to two-page handout with your customer.

Don't ever give more than five things before your customer has to talk to somebody in the customer success team at your company. You want this time period for them to do a little bit of independent learning on their own, before they sync up with your customer success team.

6:09 - Step 3: Give your clients time to complete the onboarding.

Depending on the number of things that we've asked our customers to do, they're going to need a couple of days in order to sift through everything while also managing all the other things that they have to do in the day to day.

I recommend to give them some space and give them three to five business days before your next check in with them.

This is a time period in which we're not only building confidence in terms of our abilities to help them through their customer success journey but also we're building competence with our customers.

6:47 - Step 4: Follow through with your scheduled follow up.

Ask your customers if there's anything in the original onboarding checklist that wasn't addressed, that they would love to get clarity on. This is also a great time for you to ask your customer for feedback about your onboarding process, to see whether or not there are additional things that you can add into your onboarding checklist to better help your future customers.

7:41 - Step 5: Iterate and automate

You don't want your customer success team to be predominantly sending things that a user could have figured out on their own, or it could have been onboarded on within your application.

Take some time to explore user engagement platforms or other SaaS tools that allow for in-app messaging such as Intercom or Drift.

These sorts of platforms will cut down on some of the mundane steps that your customer success team may be currently doing.

8:58 - Two Big Takeaways to Remember:

1. Make sure that you're always focusing your customer on getting them closer to achieving their goals when you're onboarding them.
2. Remember the acronym KISS. It's really important that you keep it simple, stupid. Make sure that your client onboarding checklists are really easy to follow along and that you're on standby in order to help them out in these early days in gaining confidence in your product or service.

✍️ COMMENT BELOW:
Tell me in the comments below, if you are selling a product or service, and if so, what is the most common desired outcome for your customers?

Grow with Will is all about helping you grow your business, get more customers, and hone your business acumen. I teach you the real-world business skills you didn't learn in school to help take you from zero to self-starter.

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Disclaimer: Grow with Will does not provide tax, legal, or accounting advice. This video, and the ideas presented in it, are for informational purposes only, and is not intended to provide, and should not be relied on for, tax, legal or accounting advice.

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