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  • Michael Coulthard

Back to Basics - Episode 2

Last week we looked at how to onboard a new employee and offered some insightful tips on how to make the new transition go smoothly as possible. This week we will be tackling how to onboard a new Client.

Client onboarding involves introducing a new Customer or Client to your services and exposing them to all of the resources they’ll need to achieve their desired outcome - i our case - Recruitment!. This means that during the onboarding process, you’ll be familiarising Clients with your methods, addressing their questions or queries, sharing guides and resources to help them make the most of your services, and building customer relationships.

Think of it as handing a new customers a map to guide them from where they currently are, to where they want to be using your services.

Onboarding a client is a little bit different from the employee process, we have included some pointers on how you can adopt ways to make your onboarding process more adaptable!

Setting Expectations...

  • What type of information do they need to provide to you?

  • How long will it take them to source the information you need?

  • Devise a clear strategy for success.

  • Who will you be communicating with, have you arranged a designated point of contaceir

Understanding Your Clients’ Needs...

  • What are their goals?

  • What do they want to gain from working with you?

  • Where do they want to be in the future, compared to where they are now?


  • When can the Client expect you to send any documentation to them and how?

  • When would you like them to return the signed documentation to you? What happens if they don’t sign?

  • And if they need any support in understanding the contract or the advice contained in it, will you provide further assistance? Or will they need to seek independent advice (legal or financial)?

These are all very important points to be made aware of as understanding your Clients’ needs is the most important part of the whle process, if you cannot see the direction in which your Client wishes to move, you won’t be able to adequately help them. The same applies for legal regulation, a company must have legal contracts in place to protect themselves and the client from any mishaps. Onboarding can be a difficult process if you don’t have all of the tools needed to make a correct and efficient plan for the client.

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