Why is it, that sometimes, a client will get angsty at the mere mention of going through your onboarding process? It’s almost like they are saying from the very beginning, that what you have or need to say or do is not that important.
So, what do you do if a client says, they don’t want to go through your onboarding process? How do you deal with their refusal and how does it impact on your business?
Your client expects to onboard you!
Your client has come to you because they need your help. Their primary concern is that you undertake the things that have been taking up so much of their time that they can no longer grow their business without help. As expected, your new client can have specific ways they want you to do things, and they will have an onboarding process they need you to go through, so why is it, that some clients, do not want to go through your onboarding process? Taki Moore has a great product he offers to coaches to help them get their new VA’s up to speed and it’s very detailed. I find it surprising that there are many people who would want to work with Virtual Assistants that don’t want to go through any onboarding process. (It’s happened to me many time in the past 6 years).
Get your client onboard quickly!
- Explain to them the importance of having all the relevant details you can. It’s important to you and your business and ultimately will help provide better service.
- Send your new client a copy of your onboarding document which should include your agreement (specific to them and their requirements) and the details of costs.
- Include a signing page and make sure your client can electronically sign, it. You want to make this process as quick and easy as possible for them.
- Do your research, check out their website and take down their contact details. If there are none on the website, include a space in your onboarding document for your client to fill it out.
- Keep the language in your document simple, don’t try and wow them with legal jargon. If your agreement has been drawn up by a lawyer, make sure it’s reviewed every 12 months to ensure it is current, factual and transparent.
If after you’ve tried everything and they won’t sign your agreement or go through your onboarding process, you need to make a call.
Onboarding Process – Why Clients Won’t Do It
Listen to what your gut tells you.
- They don’t understand the benefits of helping you to help them.
- What are they afraid of? – Would they undertake work without an agreement with their client?
- They do not have good intentions – Did they come highly recommended by someone you know or did they find you on social media or via your website?
- They value you less – While they want you to do the work, they place little or no value on your expertise, you are a means to an end.
For me, a client who isn’t interested in formalising their agreement with isn’t worth taking, whether you have a formal agreement or an email agreement, it’s whatever works for you.
I have a little saying, “Even A bad client turns out to be a good client, they teach us what it is we don’t need”.
Being upfront about your onboarding process right at the very beginning sets an expectation of what’s to come. Your client needs help, and you have to guide them. Show them if they help you, they are helping themselves.
To help you get the absolute most out of your prospective client meetings, get a copy of my eBook 10 Questions, How You Can Avoid The Deal Breakers. Will help you determine if the client is right for you from the beginning and save the stress and frustration that comes with thinking you have a new client to not having one.