One of the most delicate moments in a customer’s lifecycle is the time between their first exposure to your business and when they make a purchase. For many services, this is known as the customer onboarding process, and it’s important to spend time designing this process to be simple and transparent.
From the moment a new client signs up for Ruby’s service, we take care to make the experience easy. Not only do we make the process simple, we incorporate meaningful connections throughout to build a relationship with customers. After all, people do business with people they like—not robots! How can you be sure to make your onboarding process a simple one? Start with these three steps!
Step 1: An Easy to Navigate Website
You wouldn’t spend time and money improving your search ranking only to send potential clients to a confusing website . As small business owners, it’s crucial your website connects with your company’s brand and be easy to navigate at the same time. Taking care to create a website with a clear link to your sign-up form means the difference between a new client finding that link or moving on to the next site. Netflix is an excellent example—their link to signup for a free month of service is large and smack dab in the middle of the screen!
Step 2: Assign a Point Person
To begin Ruby service, new clients fill out a short and simple online form outlining the basics of what their company does, as well as what they’d like Ruby to do. A Service Kickstarter & Happiness Builder (like me) will supplement that information with a brief phone call. While the call helps us get to know our new clients, it also makes the transition to Ruby a whole lot easier. A point person is also able to make meaningful connections by making sure new clients feel heard and cared for. Plus, clients are put at ease knowing they will reach a familiar person with any question they may have.
Step 3: Set Clear Expectations
What will happen once a client has signed up for your service? Is there anything else you need from your client? Folks appreciate knowing where exactly in the setup process they are. If their account is ready on your end, be sure to let them know! If you’re waiting on information from them, a quick phone call to fill them in typically does the trick. Sending a follow up email is also an excellent way to share any information your client needs. It’s a great tool for including your contact information and welcoming your client to reach out if they need anything.
Fostering relationships from the start is a sure fire way to create loyalty and happiness in your new clients. While it’s important to make your onboarding process a simple one, it’s certainly worth it to leave room for true connections too!
