Landing a new client is an exciting process that often takes significant effort. You’ve probably spent a lot of time scheduling meetings, negotiating pricing, and answering questions. But don’t make the mistake of thinking your hard work is finished once you sign a contract. If you don’t start the new client relationship off right, you could soon lose the business you fought so hard to earn.
To keep budding professional relationships strong for the long term, it’s essential to perfect your client onboarding process. Client onboarding is an umbrella term that encompasses all your procedures for introducing and welcoming new patrons. When you excel in onboarding, you boost client satisfaction and make it easier to retain new business. Here are five ways to nurture client relationships through your onboarding process.
1. Make Payment Options Simple
Your client’s first payment experience can make or break your relationship. If your payment system is cumbersome, restrictive, or insecure, it will put a foul taste in your new client’s mouth. The quality of your payment processes could determine whether new professional relationships continue or end abruptly.
Fortunately, it’s not difficult to ensure quick, secure, and flexible payment processes. A quality small business payment processing system will offer all of these benefits. Look for a solution that utilizes the hottest new payment options like Google Pay and Apple Pay. Your clients will appreciate your commitment to their payment convenience and will be more likely to stick with you for the long term.
2. Provide a Welcome Gift
A simple welcome gift can let a new client know they are appreciated and valued. There are many different types of gifts you can give. However, branded offerings are often the best choice. Branded tumblers, pens, and wearable swag help solidify the new relationship between you and your customer. They can also become an invaluable source of brand exposure and help you get your name out there.
Edible gifts are also a great choice. Charcuterie boards, cookie baskets, and other treats are often received well. They’re also easily shared with the entire office, which is a great way to help your new client’s entire staff feel welcome and respected. Include a handwritten welcome note to take your gift to the next level of personalization.
3. Make Sure the First Order Is Flawless
Like forgetting your wallet on the first date, messing up your new client’s first order is a relationship-ender. There’s a lot riding on that first official interaction, so you need to make sure it’s error-free. You may never be under closer scrutiny again in this particular relationship, so don’t mess things up now. Whether you’re delivering a product or a service, use the first order to demonstrate that your client made the right choice in selecting you.
In addition to ensuring the order itself is flawless, make sure it’s delivered promptly, as well. Remember that it’s always better to under-promise and over-deliver than the other way around. You may be tempted to impress your new contact by promising a delivery deadline your team can’t make. However, doing so will guarantee a negative first experience and may drive your new customer straight to your competitors’ doors.
4. Communicate Regularly
Good communication is one of the most important tools at your disposal for keeping new clients happy. People are more likely to get frustrated and worried when they don’t know what’s going on. As part of the onboarding process, you should immediately exchange preferred contact information with your new customer. You should also let your client know when you and your team are typically available to chat.
If you experience unexpected delays while preparing an order for a client, let them know as soon as possible. Most people are willing to accept minor deliverable date changes with grace as long as they are kept in the loop. As part of your commitment to communication, invite client feedback regularly. They’ll feel more valued as you seek and implement their suggestions for improving your products and services.
5. Address Issues Quickly
No relationship is perfect, and you’re bound to run into problems if you deal with the same client long enough. How you handle difficulties can have a huge impact on your professional relationships and connections. If your customer has a complaint or issue, don’t be flippant or confrontational about it. Practice good conflict management skills to preserve the relationship.
There are five different styles of conflict management. They include competing, collaborating, compromising, avoiding, and accommodating. When working with a new client, it’s best to use the collaborating or accommodating approaches whenever possible. The collaborating approach encourages both parties to come together to find a mutually satisfactory solution. The accommodating approach involves prioritizing the other person’s needs over your own.
The beginning phase of a new client relationship is often the hardest. It’s when you’re getting to know each other’s needs and expectations more deeply. If you make a misstep during this crucial stage, you could lose your customer’s business for good. Follow the tips above to start your new client relationship off right and earn their long-term trust.
