As small business owners and creative entrepreneurs, it is critically important that we have a streamlined, repeatable process for onboarding new clients. Strong client relationships and word of mouth business are built on trust and relationships. In order to cultivate this with clients, we must have a process in place that facilitates the best possible client experience from start to finish. So today, I want to talk about streamlining the client onboarding process and building trust with all clients, regardless of what industry you are in.

Streamlining with Software

Before you can begin building a relationship with a new client, you must first set yourself up for success with a repeatable system for accepting and onboarding any new inquiries that come to your inbox. For all new inquiries in either of my businesses, I use Honeybook. By preparing and storing all my client information in one place, I am able to streamline the whole process to save time and stay on top of each client’s unique process. My process is simple and easy to replicate for any new client that comes through the door.

First, I review their inquiry in Honeybook (or on Gmail – Honeybook sends all new inquiries to my email so I don’t miss it!) Then, I use my pre-made templates to create a proposal and contract. Once that is in the hands of the client, I wait for a signed contract and paid the retainer. After this is returned to me, I send them an email outlining everything to expect from me while working together. No matter what industry you are in, it is SO important to send an email to new clients about what to expect.

Which leads me to my next point, empowering clients with information…

Empowering with Information

Once the client is situated with their proposal and payment schedule, it is time to give them information and share your process with them! Sharing information about your process and timeline with a client does two things. First and foremost, it is empowering and builds trust! Second, it saves you time in your email inbox responding to questions and concerns!

When you let the client into your world, it puts them at ease. It lets them know that you have their best interest in mind and want them to feel comfortable during each step of the process. For my wedding clients, planning and prepping for their big day can be very stressful. Letting them know that you have their back and that the photography process will be seamless is a HUGE relief for many of my couples. For example, I send them some tidbits of info about when they should reach out to me about scheduling times for their ceremony and general tips for prepping for their engagement shoot! I let them know when to expect to receive questionnaires from me and keep them in the know of everything coming their way in the future.  In the end, this all helps in building a strong relationship with your client. Which leads me to my next point, building relationships…

Relationship Building

As I mentioned above, establishing a solid relationship with your client is the cornerstone to a great client experience. When you onboard a new client, you are asking them for a big financial commitment as well as their trust and participation in your process. Therefore, you MUST ensure that the process is clear and comfortable from start to finish.

I try to build relationships with my clients in several ways. For my wedding clients, I send them a series of questionnaires to learn more about their relationship, wedding vision, etc. For both my coaching and wedding clients, I make sure I have at least one video or phone call with them during the onboarding process so we can meet and get to know each other before the emails start rolling in.

Another fun way I build relationships with my wedding clients is during their engagement shoot. Often times after their shoot we will go out for drinks and dinner too! It is so special to get to share this time together with them before their big day. It is professional yet personal. We get to tell each other a little more about our lives and really instill the trust in them that everything will be taken care of before and during their wedding!

To conclude…

To conclude, I truly believe that the onboarding process is an easy way for you to grow your business and strengthen your client relationships. Be proactive, share information, streamline through software, be consistent, and above all, be yourself! In the end, this will not only serve your clients but it will serve you and your long-term business goals too!

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Want more resources from Laura Lee Creative on how to streamline your business and create more time for your life? Check out these blog posts below along with my FREE guide on “5 Ways to Master Your Time Schedule and To-Do List”.

Are You Doing the Right Things for Your Business? 

5 Ways to Tell if Your Workflow is Helping or Hurting Your Business? 

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