Onboarding New Clients For Virtual Assistant SuccessMay 07, 2021
You have successfully signed a contract with a new client … now what?
The excitement of obtaining a new client wanes pretty quickly when you start to realize all the things you need to do to get their project up and running.
You need to figure out what you need from them and what they need from you. This is called client onboarding, and it is a significant component to working successfully with your client.
Client onboarding is one of the most important systems you should have for your Virtual Assistant business. Creating a smooth process of gathering the information you need from your client and setting expectations will reduce stress for both you and the client.
You are setting the stage for their experience of working with you.
It is best to hold a separate meeting for onboarding. Emphasize the importance of this step with your client.
What should you cover during that meeting?
Project details. Outline the scope of work for the project as you understand it. Get answers to any unanswered questions you may have.
Expectations. Detail your client’s expectations, including the information they need to provide to you, the timeframes they have to review your work, periodic check-ins you may need, and how you will get paid. You also need to ask what expectations they have of you.
Roles and responsibilities. Make sure everyone has a clear understanding of their role and what you require from them.
Desired outcome. What is the outcome the client expects from the work you will be doing? Be sure the client’s desired outcome is realistic and clear.
Process. Explain your strategy to the client and give them a roadmap for the project. Give them time estimates on critical points in the project and when they can expect the final product.
Communication preferences. It is essential to know who your contact person will be if it is not the person doing the hiring. Find out if they prefer email, zoom, or phone contact.
Follow up. Sending a written summary of your conversation after the meeting is an excellent way to ensure you are both on the same page.
It would be helpful to create an information form that your client can complete and return to you. This is more helpful for certain types of service than others.
Creating an electronic form will allow your client to complete this step before your onboarding meeting. Having a chance to review this information before the meeting could be very valuable for you.
Having a solid onboarding process for your client demonstrates your professionalism and builds trust with your client.
Remember, this should be a client-focused interaction. Be sure you clearly understand the client, their needs, and their expectations to eliminate confusion and chaos with your client.
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