TLMM 053: How To Create A Successful Client Onboarding Process With Your Local Small Business Clients

Read time: 4 mins

In this week’s issue, I want to talk about how to build a successful relationship with your local small business clients as a Local Small Business Consultant or Digital Marketing Agency Owner…

Oftentimes we overlook the most important part of getting a local small business to sign-up with you…

Onboarding. (But it even starts before you think it does.)

So with that in mind…

Let’s dive in!


What Is “Onboarding?”

Onboarding usually refers to a process in which new hires are integrated into an organization.

However, in this instance, we’re talking about the process in which a local small business client is integrated with your systems and processes.

For example…

After a client signs on (or a customer makes a purchase) with a Local Small Business Consultant or Digital Marketing Agency…

It’s the “things” that happen next.

Those “things” can be a thank you page they see…

Or perhaps it’s the welcome email they get…

Or maybe it’s a survey/questionnaire they have to fill out.

And even better if it’s all of those “things!”

But the buck doesn’t stop there…

A proper client onboarding process should include these 7 steps:

  • Proposal, Contract, and Payment
  • Survey/Questionnaire
  • Assign the Client
  • Client Kickoff Meeting
  • Welcome Package
  • Checkup Call
  • Refine and Improve the Process

They should be in that order with the exception of the “Welcome Package”, which could be as high as the second thing that happens.


Why Onboarding Is Important

The client onboarding process is extremely important because it gives the new local small business client a sense of confidence that they are being well taken care of.

The new client doesn’t have to wonder when or what will happen next.

It removes all of the client’s initial fears and/or concerns…

Thus creating a level of trust with your agency.

Without a proper client onboarding process…

It can turn a newly signed client into a client who is second guessing whether or not they want to stay and continue to give you their business.

The last thing you want to do is get off on the wrong foot.

It almost always ends badly when you do.

You’d be surprised how much better your relationship will be if you properly onboard your local small business clients.


How To Onboard Your Local Small Business Clients

The key to onboarding your local small business clients is to have a plan…

Plain and simple.

Decide what’s important to you and your clients and construct your own onboarding process.

There are no right or wrong ways to go about it.

The most important thing is to do it as quickly as possible.

The faster you start the onboarding process the happier your client will be.

They’ll feel like they’re important to your business…

Thus increasing the likelihood that they will be long-term clients of yours.

A nice little trick to kicking off a solid “partnership” with your clients is by sending them a BIG “thank you” in the form of a…

  • Gift basket
  • Box of donuts
  • Platter of cookies
  • Pizza Party
  • Etc.

Honestly, the ideas for this are nearly endless…

And it really just comes down to your creativity.

As they say, “Kill them with kindness!”

You can never go wrong by doing this.

It just shows thoughtfulness and that you care and value the relationship.


When To Start The Onboarding Process

The sooner the better!

Get started with your new local small business clients YESTERDAY!

No seriously!

Speed loves money!

Here’s the onboarding process I use with my local small business clients…

  • Immediately after the sale: Thank you page and/or email
  • Immediately after the sale: Survey/Questionnaire
  • Within 5 mins of the sale: Welcome email
  • Within 2 days of the sale: Send a physical gift to their office
  • Within 4 days of the sale: Schedule a quick meeting
  • Within 6 days of the sale: Follow-up within two days of the meeting
  • Within 14 days of the sale: Weekly reports and/or check-ins

If you don’t have your own client onboarding process…

Feel free to use mine or modify it any way you see fit.

The important thing is to have one, period!

It may seem like a lot, but the reality is that it’s very simple to do and some if not most of it can be done with automation.

So again if you don’t have one, there’s no time like the present to get started!

Good luck!

See you next Monday!


When you’re ready… 😉
Here are all the ways I can help you…

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5. Level up your knowledge through training programs & done-for-you digital assets specifically for Local Small Business Consultants and Digital Marketing Agency Owners here.

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7. Remove the complexity, confusion, and overwhelm when it comes to connecting all the tech with sales funnels, email marketing and paid ads here.

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