A Simple Process for Consultations & Onboarding New Clients
As you work on creating your virtual assistant business, you will get to a point where you’re ready to start taking on clients.
And then you freeze. You can be sure of it.
Then you realize that you’re not sure of all the pieces involved in that process.
You think things like:
How do I let potential clients know I’m available to talk about their needs?
What should my client onboarding process look like?
Do I have a client welcome packet?
If any of those thoughts are spinning around in your head, I’m here to help. This post is going to break down each step for you.
Here is my successful process for consultations for new clients:
- Contact Page
Having a contact page on your site is important. This is often the first contact point between you and potential clients, and step one in the process.
To make it easier for potential clients, I suggest having a contact form that they can fill out, as well as a link to schedule a call with you.
- Initial Consultation Call
Once the potential client schedules with you, you’ll want to have an idea of what to say on the call. You want to ask the right questions so that you understand what they’re looking for, and make sure you’re both a good fit for each other.
I don’t usually recommend giving someone a final price over the phone. Rather, explain that you’ll use the info from your call together to create a solution that’s best for them, and you’ll get back to them with an estimate. You can create a simple estimate document or send one with online options like Freshbooks.
Once a client agrees to get started, both of you need to sign a contract before work begins. You can keep the contract simple and cover things like scope of work, time frame, how you’ll communicate with each other, confidentiality, and how you’ll handle things if either of you chooses not to work together and terminate the contract.
I highly recommend sending an initial invoice after the contract is signed so that you receive payment upfront. You can do so with online programs such as PayPal or Freshbooks.
- Welcome Email
Now it’s time to email your new client, welcoming them and letting them know how you will start the process of working together. Send them a copy of your signed contract, and talk about the next steps. Make sure that you’re clear on how and when you will communicate with each other.
- Client Form
This is a place for you to keep all the important information about your client and their accounts. You can create a Word or Google Drive doc, an Excel spreadsheet, or keep the info in Evernote—whatever works best for you. You’ll want to note things like their name, business name, website, email, phone, social media profile links, and the services you’re providing for them.
- Thank You
Add a special touch by sending your new client a small thank you gift or card. This is a completely optional step, but something that will set you apart from others.
Check out Your First Call with a Potential Client Guide for all the steps to take.
In it, I give you a very detailed step-by-step process that I’ve used to onboard clients. I didn’t leave anything out!