When you think about purchasing a product or service, what do you first think about? What do you look for in your purchase decisions?
As a consumer, you know how important first impressions are! If you walked into a shop or restaurant and you were never greeted, helped, or even noticed, would you want to stay and purchase from them?
Onboarding clients is the same. It starts with first impressions. If we think about each encounter with our client, there are actually several different types of first impressions. First, they might see you online and think, “Do they look professional? Can I easily find what I am looking for?” That is their first visual, online impression. Then, they’re reading around your website and think, “Are they providing me value? Does it sound like they know what they are doing?”
You hope at this point they want to continue to learn more about you and take the next step towards hiring you. This next step should be clear for your client. How are they going to contact you or proceed to learn more about your services or products? The next “first impression” is this process of booking a call with you or purchasing from you. If this step (or any of the previous steps) have had hiccups, it’s less likely that your client will proceed with hiring you or purchasing from you. This is why a successful onboarding process is essential!
We love the quote, “The first thing you learn when you’re blogging is that people are one click away from leaving you. So you’ve got to get to the point, you can’t waste people’s time, you’ve got to give them some value for their limited attention span,” Alex Tabarrok. This doesn’t just apply to blogging but to anything on your website or social media pages.
If throughout the onboarding process your clients are confused, frustrated, or uneasy, you won’t successfully be able to get to the point where they hire you. It’s important to have a clear onboarding process so that your clients feel comfortable, confident, and at ease. They should have realistic expectations and an understanding of what your process looks like so that after they hire you or purchase from you, they know exactly what’s going to happen. Throughout the onboarding process you need to make sure that you are listening to your client and giving them information and feedback that is beneficial and specific to them.
We hope you learned more about why the onboarding process is so important in business.