Client Onboarding Best Practices: How to Make a Great First Impression

Client onboarding is one of the most critical phases of the client relationship. It sets the tone for future interactions and lays the groundwork for a successful partnership. For many clients, onboarding can feel like a time-consuming hassle, so it’s essential to make the process simple, efficient, and professional. Here’s how to create a seamless onboarding experience that leaves a great first impression.

The Key to Successful Onboarding: Simplicity and Consultation

1. Face-to-Face Interaction on Zoom

Conducting the onboarding process via Zoom allows for a more personal and consultative experience. Here’s why this works:

Interactive Consultation: Discuss the offer and its details in real-time.
Screen Sharing: Review each onboarding question thoroughly while gathering vital information for your build.

2. Screen Control for Efficiency

During the call, request control of the client’s screen to:

Grant Platform Access: Quickly gain access to their ad accounts, website, and other necessary tools.
Eliminate Delays: Ensure you have everything you need to start building ads immediately.

3. Schedule a Follow-Up Meeting

Once onboarding is complete, schedule a follow-up Zoom meeting five business days later. During this meeting, you will:

Present a PowerPoint showing the campaign structure, creative, copy, targeting, and automated text/email flows.
Review expectations and timelines for results.
Gain final approval to launch the ads.
Schedule a recurring monthly performance review meeting.

Tips for a Smooth Onboarding Call

Client Preparation: Encourage clients to log in to their laptop or desktop, have their Facebook and Google accounts open, and ensure their website is accessible.
Time Management: With proper preparation, onboarding can be completed in as little as 30 minutes.
Clear Communication: Use this time to clarify any questions about the campaign or expectations for results.

Discover more about improving the client onboarding experience.

Why Onboarding Matters

A smooth onboarding process benefits both your agency and the client:

Builds Trust: Professional and efficient onboarding reassures clients that they’ve made the right choice.
Sets Clear Expectations: Discussing timelines and campaign details upfront minimizes misunderstandings later.
Streamlines Campaign Launch: Gathering all necessary information during the call ensures a faster start to the project.

Conclusion

Client onboarding doesn’t have to be a tedious process. By using tools like Zoom for face-to-face interaction, streamlining access to necessary platforms, and providing clear follow-ups, you can make a lasting first impression while setting your campaigns up for success.

Ready to optimize your client onboarding process? Contact us today to learn more about how we can help your agency deliver exceptional onboarding experiences.