With all the tasks necessary to run and organize your business, it can be easy to forget what it is like for a new customer to experience your brand and company for the first time. We want to thoroughly understand the challenges that come with onboarding your clients to make first experiences a success.
First impressions are everything and nothing is more true than when your company has just landed a client. Usually there are a few bits of information exchange required on both parties. How well your team is able to communicate, collect, and distribute those items can determine whether this customer relationship will be temporary or long term.
- Map out your current onboarding Process EXACTLY AS IS.
The best way to make sure that you’re providing the best service upfront is to be prepared by mapping out your typical customer experience. However simple you may think a task may be, make sure to record it. Timeliness is important and the longer it takes to do something, whether it be to collect documents, deliver items, or follow-up with an answer can be costing you money, especially on your payroll.
- Estimate the time it takes to complete each step and assign who is responsible for those tasks.
Once you’ve mapped out the onboarding process, try to assign a timeframe for each task and who is responsible for performing the task. Next determine what you pay each person to perform those tasks based on your estimations.
- Review your findings and make educated adjustments as needed.
Ask critical questions after reviewing your current process. Is someone involved in performing a minuscule task that could be delegated to an assistant? Is your team manually doing something that could be automated? Are there tasks that can be avoided completely? Your customers want a simple, quick, efficient onboarding experience. By communicating directly with simple easy to understand verbiage, anticipating their questions, and solving their problems you’ll be able to foster customer loyalty from the beginning.
Need help illustrating and documenting your process? We would love to take a look at how our team can be more efficient. Contact Genuine Design Co to discover how we can work with your company to build an onboarding experience that fosters long term relationships.