Hit Subscribe Video Archives: What Should Client Onboarding Involve?

The process of bridging the gap between sales and client work is known as onboarding. What should this involve?
Here are some key points from the transcript:

1. Definition of Client Onboarding: Onboarding refers to establishing repeatable processes and gathering key information at the start of client engagements to set clear expectations and foster professionalism.
2. Importance of Onboarding: It ensures a structured engagement, improves client experience, and helps freelancers appear more professional and prepared.
3. Balance of Power: Onboarding allows freelancers to set terms, avoiding situations where clients dictate the structure, engagement terms, and processes.
4. Situations Where Onboarding May Be Less Relevant:

• In highly commodified markets (e.g., responding to RFPs).
• For freelancers in pseudo-employee roles or established subcontracting setups.

5. Key Benefits:

• Establishes rules of engagement, such as invoicing terms and communication expectations.
• Creates a positive impression by showcasing professionalism and expertise.
• Reassures clients that the freelancer has a proven, organized process.

6. Components of an Onboarding Process:

• A cheat sheet or document outlining key policies (e.g., communication methods, responsiveness).
• A kickoff call with a set agenda to collaboratively define milestones and project success.
• Gathering client preferences for communication and engagement.

7. Establishing Rules and Boundaries:

• Define communication modes (e.g., email vs. Slack) and responsiveness timeframes.
• Set availability hours and determine the level of follow-up aggressiveness for stalled tasks.

8. Use of Supporting Materials:

• Simple documents or online portals (e.g., Google Drive) to serve as the engagement’s "source of truth."
• Optional use of a basic service agreement or contract to formalize expectations.

9. Tailoring Onboarding to Experience:

• Start simple and base processes on past client engagements to avoid appearing inexperienced.
• Iterate and refine the process after each engagement to build an authentic and effective system.

10. Final Advice:

• Begin with a basic, flexible onboarding approach and expand as you gain experience.
• Avoid overcomplicating the process or creating the impression of overconfidence without a track record.

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