Everyone has heard you only get “one chance” to make a first impression. First impressions extend far beyond the experience that follows after getting the contract signed and payment.
Your onboarding process is your chance to make your client experience unforgettable. It sets the tone for a successful partnership while building trust and a track record worthy of a referral.
Below are a few tips we’ve learned from experience.
Steps to success:
- Before onboarding, understand your client’s needs, goals, and pain points. Ask the right questions to gather valuable insights before the contract is signed. This allows you to fine-tune the experience for them and operate in integrity.
2. Develop an automated email sequence that guides your client from start to finish. Establish a timeline with clear deliverables. Consider personalizing the welcome email by introducing your team, providing an overview of expectations, and sharing any necessary documents, instructions, or links. Always mention their name in email correspondence for a personal touch.
3. To make a lasting impression, consider adding a section on the questionnaire for collecting addresses. You’ll definitely WOW them by sending something tangible as a thank you.
Our Pioneer Trademark clients receive welcome boxes to guide them throughout the Road to Registry™ Trademark Process.
4. Set client expectations with clear communication, regular check-ins, and updates to ensure everyone is on the same page.
5. Collect feedback at every stage of the process. This demonstrates to the client that you are willing to make improvements to improve their experience.
Your onboarding experience is ongoing and always evolving. Implementing these five steps will help you create an awesome client experience by setting yourself apart and keeping your clients at the center of your service delivery.
Ultimately, you must continuously earn your client’s trust and be vulnerable enough to learn from your mistakes on this entrepreneurial journey.
*COMMENT* below and tell us which of the five tips was your favorite and why.
Best,
The Smarts Protect Team
P.S. If you want to turn your trademark into a MONEY-MAKING MACHINE, download our free training at protectyoursmarts.com.
