by Alex Schnee
You may feel fairly confident in how your customers feel about your business and your services, or you might be unsure about whether or not you are maintaining clients because of it. How you approach your customer success journey can greatly determine what type of relationship you end up having and whether or not your customers will continue to work with you or not.
Here are some ways you can tell if you are correctly onboarding clients.
You have an initial call
Before you can get started on helping your clients fulfill their needs, you should take the time to sit down with them and have a call. Not all customers are the same, and they might have different needs when it comes to how you perform your services overall. Not only can this help you set certain expectations, but it can also give you an inside look into what your customers might want down the line, as well.
You clearly explain your processes
Once your call is over, your clients should have a pretty good idea of how you conduct your business, what role they play in it, and more. Sharing how you do things might feel like you’re giving away some vital secrets into how your business runs, but the truth is that the more transparent you are, the more likely they are going to be satisfied with your communication. Taking the time to share how you do things can help them feel as though you are invested in your success, as well.
You follow your timeline
Once you have set certain deadlines, you want to make sure to stick to them the best you can. While things can certainly crop up and can affect when you turn in your deliverables, one of the best ways to show clients you care is by taking their deadlines seriously. By keeping this in mind, especially the first time you work together, you can establish a relationship that is more likely to last.
You leave room for questions
You should always be available and open to answer any questions that your customers might have. If you noticed that the same questions tend to be asked over and over again, that might be a sign that you need to provide more resources like a FAQ page, ebooks or white papers, or additional calls to clarify things. It will make your job easier by providing that info, while also helping your customers to feel like they are in good hands. This can be especially true if you work in an industry that has a lot of information or can be a bit more complex to those who don’t work in it.
In summary
Your customer onboarding is an essential part of making sure you establish those relationships that will last. Taking a deeper look at how they work and where you can make some changes can help to solidify those relationships for the long-term.