So onboarding, I think, is my favorite thing to talk about, because it’s that beginning of the relationship. So for most agencies, either you or your sales team is on the phone with these prospective clients, and you’re selling them the world. You’re telling them how awesome your agency is and how your team is going to help them. But the next step is that onboarding phase, when you or your sales team passes it over to someone on your team to give them the experience that they actually are anticipating. So for me, that perfection of the client onboarding experience is so important. Because it’s like when you walk into a store, it’s your first look and feel.
So for me, and how I train my team at DOT & Company is to have an onboarding process that is inside of the agency and that’s unique to the agency. So if you’re an ecom agency, and you’re onboarding five clients a month, you should have a general onboarding flow for how you’re going to bring these clients into the business. So I think it’s really important, even just at the very beginning of this onboarding process, is to make that handover really smooth. So I know for a lot of agency owners, they have a client account manager or project manager who takes over the client onboarding, to ensure that everything goes smoothly. So making sure that handover is really easy.
So inside of our onboarding processes, we have things like email templates, and kickoff call scripts, and all the processes that you should have, down to how to create the briefing documents, what emails to send, how to get them scheduled into the happiness surveys. But I think that onboarding process should be super streamlined and repeatable, if your goal is to scale, and your goal is to be consistently bringing on new clients, the better your process is, the easier it’s going to be.
So what we do is when we onboard a new agency, we have onboarding processes at DOT that we would implement into the agency. But again, that’s going to be customized, that’s going to change based on what your service offerings are, or who your clients are, what your team looks like. And I think it just gives the client that first few days, that experience that they need to really set the relationship on a good foot.
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