How to Onboard Clients for Your SMMA

Introduction

• Presenter: David Schlais from Two Guys Build a Biz
• Focus on starting, growing, and scaling your business online.
• Importance of client onboarding for a Social Media Marketing Agency (SMMA).
• Onboarding is crucial but often overlooked.

Importance of Onboarding

• Definition: Transition of a client from a signed contract to becoming part of the client base.
• It’s the client’s first impression of the agency.
• Poor onboarding can lead to client dissatisfaction and a high churn rate.
  • Example: Large investments perceived as neglected can cause clients to leave.
• A good onboarding experience can lead to long-term client relationships.

Onboarding Process Overview

1. Legal Agreements

   • Use DocuSign, HelloSign, or in-person signing.

2. Setting Expectations

   • Send a customized onboarding email immediately post-contract.
   • Schedule onboarding calls to align on expectations.
   • Discuss communication channels and timelines.
   • Set clear milestones and deliverables.

3. Taking Payment and Access

   • Send invoices through platforms like Stripe or bill.com.
   • Set up systems for payment collections.

4. Communication

   • Establish communication channels like Slack or email.
   • Regular communication ensures smooth operations and builds trust.
   • Weekly check-ins with clients to update on progress and strategize.

Detailed Steps

• Automation and Welcome Emails
  • Begin automation sequences and send a personalized welcome email.
• Kickoff Call
  • Discuss permissions and access to tools.
  • Prioritize a one-on-one call to set up access for efficiency.

Building Trust and Authority

• Use a kickoff call to demonstrate expertise and establish authority.
• Avoid overwhelming clients with lengthy checklists by offering personal assistance.

Communication Tools

• Slack: For group communication.
• Email/Phone: For less tech-savvy clients.
• Regular updates are crucial for maintaining client relations and showcasing progress.

Final Steps

• Begin service delivery post-onboarding.
• Utilize resources like the SMMA Blueprint for detailed guidance.

Conclusion

• Create a checklist to ensure no step is missed in the onboarding process.
• Engage with the community by discussing onboarding processes in comments.
• Importance of feedback and continuous improvement.

Call to Action

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