You were doing the happy dance after landing that new client. Wooot woot.
But it’s been a couple of weeks and the emails, the texts, the voicemails and questions at ungodly hours just keep pouring in. You’re starting to wonder if that additional $$$ is worth all the time they’re sucking out of you.
Juliana “I’m going batshit. How do I deal with all these ridiculous, requests that leave me frustrated and annoyed?”
BUT, have you ever thought your time isn’t being sucked dry by your engagement, but actually by your onboarding?
Breaking out of the “request” trap: a quick story…
Armando is a client of mine who does digital marketing. He came to me because he felt like he was at capacity.
He had no weekends, no time for his partner and started to see the signs of an intsy bit of muffin top because the treadmill was collecting dust.
Every day he crossed his fingers that a client didn’t call him because he just didn’t have the time, energy or even the patience to even deal with them. His saying was, “If they are not calling it means everything is great.” They were constantly asking him to make changes and do reporting he was never getting paid for. (Sound familiar?)
So we took a look at his client engagements to assess what was affecting his ability to produce results.
And the discoveries were surprising … well, for him at least.
We realized that many of his client issues had very little to do with capacity and almost everything to do with onboarding — not setting up boundaries and expectations, or even knowing what the clients’ digital marketing starting point was in the first place.
I told Armando…
“Your clients are trying to board a plane to an amazing destination, but if you want to take on a great volume of clients, you are going to have to go TSA on their ass and make sure they know the rules before boarding”.
We all hate the TSA strip search, the 100ml bottle restrictions, no shoes, no sweater, taking out your laptop — we hate it, BUT we comply anyway. There’s a process — if you travel you are made aware and get conditioned to it. There is simply no wiggle room.
The same needs to happen with your service. Then plenty of people can happily board for your destination.
So we set up his onboarding process, created an actionable workflow in his project manager, saved 20 hours a month and were then able to increase his revenue by 45% in the next three months.
The best part was that he had now his whole process documented and hired a client success manager to take care of onboarding and client service. Whhhhhaaat!?
Love to get the same results?
Bonus Tip: Establishing ground rules is going to create the biggest 80/20 impact for your onboarding. Think about:
- When do you want them to reach you?
- What’s the rule for scheduling — i.e. 48 hours, 24? (And is there a consequence to this?)
- How many points of contact will there be for you? Which team members are you engaging with?
- If you have a tangible deliverable: How many edits or iterations are you allowing in the scope of work before there is a change order?
Disclaimer: Don’t tell your clients about how they are hijacking your session or project!
Now most of you will take action, BUT…
…for those of you who’d love some ideas that are more specific to your business, I’m super happy to hop on a quick call to chat about what you need to have a headache free client relationship. I take the first three inquiries every week, so click here to schedule yours now!