Get the client, we celebrate. Now what?

As a creator and a one-person business, I skipped over this a lot.

Onboarding.

Get the client, we celebrate. Now what?

We go through the process of doing the usual process, create the thing that the client requests/wants. Deliver it and hope they're happy. After the project is complete I always ask myself, is it enough? Could I have done it better? Will they come back?

The answer will always be yes. There is always room for improvement. I'm just realizing how important Onboarding is and the long-term benefits it will have on the client's journey.

Look we all have our methods, and you can look at all the fancy graphs. But one thing is constant. First impression is everything, and in many circumstances there isn’t a second crack at it. One shot, one at bat and you hope you at least get a single, but we’re trying to go for the Grand Slam baby.

In a world where customer experience is paramount, mastering the art of client onboarding is not just a bonus, it's a competitive edge. Let's take a cue from Apple's playbook and create an onboarding experience that impresses, engages, and retains clients for the long term:

🚀 How to Onboard Clients: Lessons from Apple

We know how exciting it is to open a new iPhone right? The elegant design, the clean packaging, and the considerate touches that make the experience memorable. But what can we learn from Apple's skillful onboarding process?

1. First Impressions Matter

Just like Apple's dedication to quality in their product packaging, your onboarding process establishes the expectations for the entire client relationship. Make it smooth, easy, and captivating.

2. Simplify Complexity

Apple excels at making complex technology user-friendly. Similarly, divide your services into manageable steps, providing clients with the tools and guidance they need to thrive.

3. Personalization is Key

Remember the feeling when you turn on your new iPhone for the first time? It's personalized, adjusted to your preferences. Adapt your onboarding to reflect each client's specific needs and goals.

4. Continual Engagement

Apple doesn’t stop at the initial setup. They offer ongoing support, updates, and resources. Keep your clients engaged after onboarding with regular follow-ups, updates, and valuable content.

5. Feedback Loop

Apple listens to its users and continually improves based on feedback. Create avenues for honest communication with your clients, encouraging them to share their experiences and suggestions.

I have worked for many clients, one thing I learned is that they want to be guided and they want to be listened to. So create a guide, something they can see. Build that trust, because without trust we’re only going to get that one at bat.

Finally, listen. That’s why Onboarding is so crucial because that’s where the listening part comes in. If we answer all there questions and doubts, the project will flow and they’ll gain that much trust just like we talked about. Build that trust.

I hope this helped and I will break this topic down more on future letters where I illustrate my method step by step. Have a great day. - Rod