Onboarding Process for High Ticket Clients

Importance of Onboarding

• First impression is crucial for retention, reviews, and referrals.
• 90% of the process can be automated.
• Applicable to any service-based or software business.

Key Approach

1. Getting a Yes

   • Presumptive close: Assume the client will proceed, regardless of payment status.

2. The Three C's

   • Convenience: Process should be frictionless.
   • Clarity: Clear next steps at every stage.
   • Confidence: Clients should feel confident about result delivery.

Onboarding Steps

1. Booking the Onboarding Call

   • Done immediately on the sales call.
   • Avoid sending links for later booking.

2. Trigger Form

   • Collects basic client information to trigger automation.
   • Final manual step before automation.

3. Sending Contract and Invoice

   • Contract: Outlines terms, services, and payment details.
   • Invoice: Formal request for payment.

4. Follow-up Process

   • Check payment status within 24 hours.
   • Utilize a 3-step follow-up sequence if payment isn’t received.
   • Optional: Manual follow-up via notification to team.

5. Celebrate Payment

   • Tag as "Invoice Paid."
   • Automate sending a gift (suggested: non-alcoholic hamper).

Communication and Engagement

1. Group Chat Setup

   • Initiate immediately after a "Yes."
   • Include all team members involved with the account.
   • Use platforms like WhatsApp for personal feel.

2. Welcome Message

   • Hype up the client and reaffirm results.
   • Introduce the team.
   • Confirm onboarding call details.
   • Provide a link to the onboarding form or dashboard.

Onboarding Call

1. Expectations

   • Outline realistic journey and timeline.
   • Align expectations to prevent future dissatisfaction.

2. Complete Onboarding

   • Review and fill any gaps in the onboarding form.

3. Next Steps and Kickoff Call

   • Clearly define next steps.
   • Schedule kickoff call to finalize and start work.

Client Dashboard

• Utilize tools like Notion for a customer dashboard.
• Includes: Roadmap, onboarding form, file storage, call recordings.
• Provides a centralized place for client resources and progress tracking.

Automation Tools

• Use tools like Go High Level, Make.com, Notion to automate processes.
• Automations include contract sending, gift ordering, client dashboard creation, and communications.

Conclusion

• Implement these steps to enhance client onboarding experience.
• Automation ensures efficiency and consistency in the process.