A Peek Inside Of My Client Onboarding Process


When it comes to crafting a solid experience for your project there are many steps.

One of those steps is the onboarding process, it sets the tone for how the project will be managed.

Also, it helps us to create a successful experience that makes sure the process is easy for you.

Today I’m excited to share with you a peek inside of my own client onboarding process!

It’s an important step as most likely you’ve never worked in a creative collaboration before. So having a solid onboarding process makes the transition easier for you and allows you to get all your ideas out on the table.

One of the first steps to my onboarding process is the initial inquiry.

01 | Client Inquiry

The initial inquiry is where you as a prospective client, can express interest in working together. This is your chance to share a bit about your goals and what you’d like to accomplish. The questions that are asked are meant to get you thinking deeper about why this project is important for your business. Once you’ve taken the time to share your vision. Your inquiry is reviewed to ensure that your ideas are something we can support here at TMC. Sometimes there may be additional questions asked via email if something is unclear. Otherwise, if things look like a fit, we move onto the next step.

02 | Invitation to Speak

This is where you’ll be sent an invite to discuss more details about your project goals. I prefer new prospective clients to set up a video call just so that we can see each other. We could be potentially working together and so I’d love to see your lovely face. Plus it’s so much easier to get a feeling for energy & vibes via video than it is for a call.

To avoid going back and forth on which day and times are best to meet. I send a link to my scheduler where you can pick and schedule a day based on everyone’s availability. It’s simple and can be quickly booked, plus your will get reminders leading up to your actual call day. The calls last about 30 mins on average and help us both determine if this is a viable fit for your business.

03 | Client Agreement & Invoice

After our call and it’s decided to move forward you are then sent an official proposal, client agreement, and invoice. The official documentation is sent via Dubsado (affiliate link), it makes signing documents and paying invoices easy.

Once you’ve signed the necessary documents and paid your invoice. I’ll receive an email notification to countersign the client agreement

Note: TMC contracts are created by an attorney so it makes it easy to work with clients.

04 | Welcome Experience

Once the official documents are signed & you’ve paid. You’re officially booked on my calendar. They you then sent an official welcome email outlining what to expect next. Plus I include instructions on how to access the documents and invoice you’ve just signed. That way you can easily access it for your own records for things like (accounting, taxes, etc.)

I’ll also let you know to keep a lookout for your official invite to our private project space. Client projects are managed inside of a project management system. While you are completing any pre-work, I’ll create your private project space, customize it with your information, and prepare your official welcome video.

Inside the project management space, you will find an official welcome section that starts off with a video. This video walks you through how to use our project management system. Where to find FAQs about your project, how to track the progress of your project, and also how to feel empowered throughout the whole experience.

By having a solid onboarding process it allows me to set the tone for the experience and lead the project more successfully. Over time my onboarding process has evolved as I have worked with clients and implemented any necessary feedback to make it better.

Woohoo! I hope you enjoyed the sneak peek into my client onboarding process. It such an essential and key step when bringing ideas to light.

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karen-founder-tmc 3

Hi, I'm Karen the founder + strategist/Shopify expert behind The May Creative. I help eCommerce brands who sell luxury goods craft an elevated Shopify experience. So they can take their store to the next level. You can learn more about the signature service, called the Elevated Shop Experience. Or stay for a while and check out the other posts below or listen to the podcast.

Karen

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