Winning a new client is like hitting the jackpot in the agency world. That signed contract isn’t just a piece of paper—it’s a ticket to building a lasting partnership. But before you pop the champagne, let’s get real: this is the defining moment that can make or break your relationship. The way you handle the onboarding process will set the tone for everything that follows. So, let’s dive into how you can master this crucial stage and transform your new win into a long-term success story.
1. Start Before the Contract is Signed
Sounds a bit odd, right? But trust me, laying the groundwork before the ink dries can propel you ahead of the curve. By gathering insights during the sales pitch, you create a treasure trove of knowledge about your future client. Think about it: you’ve dug deep to understand their business, their goals, and their pain points. This intel is gold for the account manager who will take over.
Capture this information in a detailed internal briefing document. This ensures your entire team is aligned and ready to hit the ground running. Whether it’s a team email or a quick meeting, making sure everyone’s on the same page means no one’s left in the dark. Remember, “The customer isn’t just buying your service; they’re buying the experience you create around it.”
2. Get Your Paperwork in Order
Every type of client requires a different approach, and having a streamlined onboarding process can save you headaches down the road. Prepare a structured set of documents tailored to the services you offer. These could include questionnaires, briefing documents, or even meeting scripts.
Ask yourself: What information do you need to kick things off? What access or resources should you gather? Keep this paperwork accessible for your entire team. Whether it’s on your project management tool or a cloud drive, everyone should be able to get their hands on it whenever necessary. “Good organization is the foundation of every successful project.”
3. Get Your Internal Team on Board
Onboarding isn’t just for the client; your team needs to be onboard too. After recording your notes, bring your key colleagues into the fold. A quick intro to the new campaign can go a long way in ensuring everyone is ready to roll.
Eric Pratt from Revenue River Marketing suggests leveraging LinkedIn to familiarize your team with key client contacts. Consider preparing a folder of relevant materials—recent press coverage, competitor analyses, or anything else that can help your team hit the ground running.
4. Follow Up in a Month
You’ve set the stage, but don’t let things go stale. Schedule a follow-up call or meeting at the end of the first month. This is your opportunity to check in, see if everything is going according to plan, and ensure your client feels valued. It’s also a chance to nudge for any additional info you might need as you progress.
What Do You Think?
What methods do you use to onboard your new clients? Are there pitfalls you’ve learned to avoid? Share your thoughts and tips in the comments below—we’d love to hear from you!
In a digital world where visibility is everything, GMB Fox ensures your business isn’t just online—it’s the first choice customers make. Let us handle the complexities of digital marketing, so you can focus on what truly matters: growing your business.
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