Ask any business about one of their biggest challenges when it comes to client relations and chances are they will tell you communications. We have dozens of ways to communicate with our customers today, but somehow it’s still difficult to know if you’re getting it right. Good client communication is a balance between too little information, which makes it hard for your clients to see value from your products or services, and too much information, which is overwhelming and unnecessary. This is especially true for brand new clients who are just starting out with your company.
Here are a few best practices for new client communications.
Stay Focused on the Client
This might seem obvious, but many onboarding processes (if companies have them at all) are automated. That forces every client into a single approach that may not be right for them. If you’re not tailoring your client experience to match their needs, resources, team size, and other variables, then you are probably setting them up to fail.
Know What the Client Expects
There was a reason that a client decided to purchase your product or work with your company. During the sales process your team was able to convince them that you can help them achieve whatever outcome they need. Knowing what their expectations are, and keeping that front and center during the onboarding process, can shorten the time-to-value (TTV) so every client sees the ROI in their decision sooner.
Be as Transparent as Possible
Transparency is a difficult thing for many companies to achieve in onboarding because most have two separate systems for two separate audiences:
- Internal communications, where you and your team collaborate on sales, onboarding, client retention, and other activities
- External communications, where you send information to your clients about products, services, training, and more
Since these two systems were designed to be separate, it’s hard to let your clients know what’s going on with their onboarding process. It requires someone to manually compile reports and information, send those out, then answer questions and try to keep everyone in the loop. When you finally deliver your project, you may even find out that work doesn’t match the client’s expectations, leading to more frustration and wasted time.
Find a Better Way
There is a better way to communicate with new clients during the onboarding process. GuideCX is designed to streamline your onboarding activities, keep team members accountable, avoid missing steps or deadlines, and provide communication channels to keep everyone up to speed from start to finish. Schedule a demo today to find out how it can improve your client onboarding.