Best Way to Create Onboarding Process and Set Expectations
So a conversation has resulted in a new client? What’s your next step? Is moving through further steps an easier process for you? Most people complain that the clients are often confused and bombard them with queries related to the next step in the procedure.
What is the solution? Well, you need to create a client onboarding process. This guarantees a positive customer experience to set an optimistic tune for the project.
The basic groundwork of this process must encompass an upfront investment of time. You need to spend ample time in creating a series of documents for every step. It is true that you end up spending most of your time on the front-end, but the investment pays off as you can use the documents over and over again with succeeding client projects. In short, you don’t need to create documents again from scratch.
Here is an overview of some of the most essential documents you must create for ensuring smooth client onboarding procedure. There are certain things you should include to make each document beneficial and comprehensive.
Making a Web Development Contract
The process of client onboarding starts prior to your prospect turning into a client. Similar to any other process involving the exchange of money for services, you would require a basic contract that ensures legal protection in case; things go wrong at any point of the project.
You must include all crucial clauses of the contract, such as handling expenses during the project, fee for an incomplete project, clauses for freelancers etc. The contract can be used for setting expectations between you and the client. Let the contract define the project with regards to the scope of work.
Listed below are some important queries your scope of work must answer in order to make sure you and the client are sailing on the same boat:
- What CMS are you designing the website for?
- Who is in charge of setting up hosting? How will the expenses be handled in case client is not in charge?
- Will the website design be responsive (mobile friendly)? Will a mobile friendly feature require an additional charge?
- Will you embrace the price of a premium theme?
- What is the number of revisions/total project hours included for the project?
- Will the design include SEO?
- Which handoff process will be included?
- Will you provide CMS training?
- Will the design be tested for mobile, browser, or user?
You should focus on getting as specific as you can with the scope of work. Everything should be discussed in detail prior to sending a contract.
Remember that a well-defined scope of work will ensure protection for you under situations where a client demands something that hasn’t been discussed as part of the project. Here, you simply need to refer back to your contract and propose a solution. This can be settled for additional budget.
Calendar for Project Deadlines
After defining the scope of work in detail, you must include a section that describes a calendar for project deadlines.
Listed below is an example of things a project deadline calendar may include:
Week 1: Start payment. Answers to client questionnaire or arrange a meeting in-person to define basic direction.
Week 2: Selection of a premium theme which offers the foundational configuration of the website. Sign up for web hosting by the client for web hosting and supply access details to be able to move on to the next phase.
Week 3: Wireframe website generated for review. An agreement between client and developer must be made on the structure prior to moving on to the next step.
Week 4: A website structure will be created with the first round of revisions offered/suggested by the client.
Week 5: Time for the second round of revisions post client feedback.
Week 6: Testing of devices with various device browsers, and with users.
Week 7: Final website launch and finishing touches.
Active participation of the client is important in staying ahead of deadlines. When a client provides guidance, reviews for the various steps and phases of the project and suggestions on any necessary revisions, the project comes out as a satisfactory product for both developers and clients. Addition of a clause is very helpful here as it protects you in case; the client does not allow completion of project con-time.
Technical Assistance for WordPress
Generating support document is very helpful because it offers you with an additional income stream and serves as an excellent content for your website. Recommended by most WordPress maintenance services and professionals, this helps with SEO and in establishing trust with potential clients. Knowing your stuff and being able to help others understand may prove to be critical in attracting new business.
How to Set Expectations through Client Onboarding
Basically, generating client onboarding process is crucial for supplying exceptional customer experience. The process tends to set the tone for the whole project beforehand and helps clienteles who are unaccustomed with web design to feel a certain sense of security with respect to what’s in store ahead.
Web developers require spending considerable amount of time creating documents for the client onboarding process. These documents can be used over and over for future client projects.
All set to create your own client onboarding process? Good Luck!