How Initial Client Experiences Influence Long-Term Relationships – Part 2

In Part 1 of this blog post, we discussed why creating a good first impression is so important, and some key components of the first step in reaching out to new clients to welcome them to your company. Now we’ll discuss the next steps in successful onboarding that can create lifelong customers.

 

Present a Plan

The best onboarding experiences are ones that are simple and straightforward, which means that you need to have a plan for how you will bring this new client onboard. Many companies have these plans, but fail to share them with the new client, leaving them in the dark wondering whether anything is actually happening after they get that first welcome email. Your plan should include:

  • Implementation steps, along with deadlines and tasks for each member of the team
  • Training schedules to bring their users up to speed
  • Support and contact information for them to ask questions as they come up

 

Anticipate Challenges

Every client onboarding process will have some bumps along the way, but anticipating some of the most common changes, and notifying your client about what you think might happen, can go a long way in reducing frustration down the line. Some companies hesitate to talk about potential challenges because they worry that it could scare off a new client. However, not talking about things that you know are likely to come up creates more frustration than appearing proactive and in control of the process.

 

Train with Customers’ Needs in Mind

Onboarding processes often include training to learn about the features and benefits of new software or services. But if you work from a template that is the same for everyone, your customers may not see how those features and tools translate into what they need. Instead, take time to understand your customers’ unique needs and tailor your initial instructions and training to showcase the tools your product offers that will help them achieve their goals.

 

Be Available Throughout the Onboarding Process

When your customer first starts using your product or service they probably have a lot of questions. Being available to answer those questions quickly shows that you care about their success with your company. If they can’t get someone to return a call or answer an email, it reinforces that you don’t care about them after they signed on the dotted line. If you get the same questions over and over again, create some training materials and automate the answers through your client onboarding platform.

 

Deliver What You Promised

It might sound obvious, but one of the most important things during the onboarding process is to deliver exactly what you promised to your clients when you promised it. Using an onboarding platform that increases transparency between your team and your client can help so you don’t have to constantly send updates and emails about timelines and deliverables.

To find out how the GuideCX platform can streamline your onboarding process and help you make a critical positive first impression, schedule a demo with our team today.