A Behind the Scenes Look at My Client Onboarding Process
After a few years of running my design studio, I can tell you that I’ve invested a lot of time and resources to ensure that my client experience is easy and exciting. So, in this blog post, I’m going to give you the behind-the-scenes look into what to expect when working with me!
The client onboarding process starts way before we decide to start working together. In my mind, it starts the moment the client is interacting with my brand.
Step One: First Inquiry
On my website, I have two options for contacting me. One is for people who are interested in working with me, and the other is more for general enquires with my email address.
The potential client form is linked to my CRM (client relationship management tool) – Dubsado. Dubsado is the software I use to help create a very seamless client experience. The client has their own portal where they can access and reference all forms, contracts, invoices, and proposals!
Once a lead submits a form through my website, Dubsado automatically creates a Lead profile for the client and collects the information on the project.
Step Two: Discovery Call
If the project is a good fit for both the client and me, I will contact them with an invitation to set up a consultation call. I personally love to speak with the potential client before jumping into the project to ensure we are on the same page and that the services they requested are a good fit for their needs.
My booking calendar is also created in Dubsado and I have a dedicated “Discovery Call” appointment type. This is set up to last 30 minutes and potential clients are to pick the time that works best for their schedule.
I usually hold my discovery calls on Zoom unless the client specifically asks for something different like a traditional phone call. The discovery call is our time to really discuss the project and the goals, and the needs the client has!
Step Three: Proposal
After the discovery call, it is time to send the proposal. I used to design all of my proposals from scratch, and I lost so many hours doing that! Now, I have all my proposals designed through Dubsado and drag and drop the packages and add-on services that apply to the client. This allows me to quickly customize and send my proposal out to the client very quickly.
The proposal outlines the project objectives, my process, proposed timeline, investment, and payment plans. It also showcases past projects, client testimonials and a little about working with me.
At the end of the proposal, there is a link to submit and agree to the proposal.
Step Four: Welcome Packet
Once the client has completed their proposal, I send a welcome packet that includes:
Google Drive of shared folders
Link to the Dubsado client portal
Welcome Message
Outline of Project(s)
Timelines
Asana board link (if the client prefers this) see below
Every client will have their own Asana board with a list of tasks that need to be completed throughout the project. We will use Asana as our primary form of communication, and feedback to set up tasks and deadlines for each other. My clients can also see a real-time timeline of their project, and this is a great way for clients to see when to expect what, and how a delay in a particular task could have an impact on the project.
Step Five: Client Intake Form
After the proposal is agreed upon and the contract is signed, the first thing I do is send them my client intake form. This is set as a template in Dubsado so all I need to do is open my email, add the form to it, add the personal touches, and hit send!
The purpose of this form is to gather the bits of information I need to start the design process!
Step Six: Getting Started
After the client has signed their contract and paid the down payment (30%), it’s time to get started!
Some clients like to have a kick-off call to chat through the first steps we’re going to take together whereas others are happy to just start assigning tasks! This is when the fun starts and we can see your brand or website come to life!
The onboarding process is there is ensure the client knows what to expect through the entire design project with me. This process helps transition a client in an easy, professional, and purposeful way!
If you have further questions, or suggestions or would just like to say hello, I’d love to hear from you. Feel free to email me madisonelroddesign@gmail.com!
