By Brooke Scott, MBA + Sam Whisnant
So your client is onboarded… now what?! You want to keep providing an amazing experience even after onboarding, and make sure to not let any clients slip through the cracks! Your intention should be on keeping that high-touch momentum going from onboarding to offboarding and everything between for the ultimate nurture and client experience.
After onboarding your clients in either a 1:1 or group capacity, it’s important to not let the momentum fade as the months go on within your partnership. Once you’ve established the high-touch points and stellar onboarding experience, your focus should shift to maintaining that same level of collaboration. You don’t want to provide a 5 star introduction and then completely shift and not continue or expand on those initial steps (which could leave them wondering if the level of care shown in the beginning is still going to be upheld to the end).
In the final part of the series, we are walking you through simple tips for how you can leverage using the implementation of automations in your overall client experience to not only keep in touch with your clients consistently, but to also continue to uphold the high-touch level of care they initially onboarded with for a consistent experience. They include:
[Automation 1] Add your clients to a client overview tracker (or client roster) in your project management tool (i.e. ClickUp or Asana) with a custom date field set for your next (or weekly) check-in date. Keeping a record of when and how you’re communicating with your clients will make sure that you’re staying on top of things and are nurturing them in real time.
[Automation 2] Expand the “task” (or record) for your client in your client overview tracker (or client roster) by adding a custom notes or text field for strategy check-ins and notes so that you can quickly reference any planning or side phases you are working through outside of recurring meeting notes. Keeping track of your check-ins, notes, recommendations and documentation per client in one area (like your client roster) will allow you to keep things streamlined and organized in one area for thorough touch-points with the intention to keep things on an incline to consistent and steady improvement at a quicker rate.
[Automation 3] Schedule out weekly check-ins through your communication platform of choice (i.e. Slack or a Facebook Group) to promote group conversation! Two easy ones you can implement regardless of your niche are:  at the beginning of the week for intention setting and goal accountability and  at the end of the week for wins and celebration moments!
[Automation 4] Schedule out weekly focus emails for your group clients to be sent at the beginning of the week to communicate the weeks upcoming sessions, what to expect, introduce anything new (i.e. program announcements or upcoming events) and touch on or highlight pieces of your curriculum for them to reference back to.
[BONUS TIP] Introduce the use of Voxer for quick touch points during the week in place of meeting for 1:1 clients or as a time for weekly office hours for your group clients (in either a group messaging format or in a 1:1 messaging capacity). This way you’re intently focusing on the 1:1 relationship without taking out hours of your time each week for a 30-60 minute meeting on Zoom. (Note – this is an add on service you can incorporate into your offers.)
[BONUS TIP] Encourage engagement in your group offers by introducing incentives like bonus sessions or access to special hot seats. Providing more areas for engagement and leveraging small incentives to increase that momentum will keep your clients engaged and striving towards new areas of opportunity that result in benefits for their business and their investment with you.
If you’ve loved this series, we’ve got TWO free resources ready for you to help you get your behind-the-scenes in order to create more space for you to serve your clients.
🌟 FREE Systems Quiz from Sam: Take Sam’s FREE 5-minute Systems Quiz to learn more about what systems your business is missing!
Take Sam’s Quiz Here >>>>>> www.systemswithsam.com/quiz
🌟 FREE Ops & Systems Alignment Webinar from Brooke: Watch Brooke’s FREE webinar on Aligning Your Business Operations & Systems to Your Bottom Line focusing on improvement using lean techniques. In this webinar you will learn how you can make sure everything in your business (from your processes to your systems & integrations) is connected to benefit your bottom line to further your business success.
Watch Brooke’s Webinar Here >>>>>> www.agencytwentythree.com/systemswebinar
For more personalized guidance and support, please connect with us on Instagram (DM Brooke Here or DM Sam Here) or in the comments below! We’d love to assist you with your systems, operations and integrations!