How to Streamline And Elevate Your Onboarding and Off boarding Client Experience?
What is the purpose of onboarding and offboarding?
Onboarding is the process of introducing new clients to your coaching practice.
It’s more than just signing up for a coaching session - it is an opportunity to build a strong client relationship and a better experience.
Similarly, off-boarding is just as important as onboarding.
This means helping clients transition out of coaching and set themselves up for success in the future. This could involve reviewing milestones accomplished, reflection exercises, or talking through what lessons they have learned throughout coaching sessions. It is also essential to discuss the client’s future coaching needs and any resources they may find helpful.
Client onboarding and off-boarding are essential to coaching success, so coaches must know both processes to enhance the overall client experience.
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I remember the first time I got my first coaching client. He was a guy I used to work out with at the gym, and after I obtained my coaching certification, I talked to him about my passion for coaching and helping people transition from one career to another. He had been in the contracting business for a long time and was interested in getting his real estate license, so I offered to help him narrow down his goals and define them and also help him get more clients as a real estate agent and a broker.
He wrote me a check for $180, and on it, he wrote "Hope" in all caps. That moment gave me confidence and made me realize that I could actually get paid for doing what I love. Holding the check, I wondered, what do I do now?
If you are new, if this is your first year trying to figure things out, don't worry.
I got you covered! I was in the same place where I was looking around and trying to figure out exactly what do I send this guy when the client said yes.
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A Beginner’s Guide on Onboarding and Offboarding Coaching Clients
In this episode, you will learn how to enhance the overall client experience through effective onboarding and off-boarding processes. Specifically, we will cover the following topics:
Onboarding: How to seamlessly welcome new clients to your coaching practice and build a strong client relationship from the start.
Preparing for your session: What materials and information should you provide your clients before officially kicking off your coaching sessions?
Automation: How to use automation to streamline your onboarding and off-boarding processes and enhance your clients' experience.
Off-boarding: How to help clients successfully transition out of coaching and set themselves up for future success, including reviewing milestones accomplished, reflection exercises, and discussing their future coaching needs and available resources.
Bonus tips: How to go above and beyond in your off-boarding process to impress clients and keep them coming back for more.
My Favorite Tools Mentioned In This Episode
Maintaining a well-managed and efficient work schedule can save time and stress when planning for your business or organization. Scheduling software systems like Calendly and Acuity can enable you to keep track of events and meetings in real time. They can make it easier for clients to understand your availability. In early 2022, I switched from Calendly to Acuity. It was easy to integrate my sales and marketing platform and handle the complexities of setting appointments and scheduling events as my business grew. While both offer comparable core features, Acuity offers more complex scheduling and appointment booking options.
Stripe and Paypal
Both Stripe and PayPal are payment gateways, acting as the go-between for merchants and the appropriate credit card networks/financial institutions to authorize and accept payments. If your business engages in a high volume of sales–either in person or online–and you want the ability to accept many forms of payment, then Stripe is the better option. PayPal may be a better choice if you already use the platform to send invoices and receive payments for your small business. When you sign up for PayPal, your default rate will be the Standard Credit/Debit Card Payments rate of 2.99% + $0.49 per transaction. Stripe fees are very transparent. For online credit cards and wallet payments, your default rate will be 2.9% +$0.30 per transaction.
Both Honeybook and Dubsado features include invoicing, contracts, questionnaires, and so much more to help you streamline your projects and save time. Not to mention, they can help you look more professional to your clients. Honeybook and Dubsado are both what we call CMS – or Client Management Systems. The purpose of a client management system is…well…to manage your clients and projects, but just like many CMSs, they can do a lot more. The setup is the biggest challenge, as there is a learning curve. I personally like Honeybook better for the easy setup, and the templates look a bit more aesthetically pleasing. Once you set up all the forms and workflows, you are golden because everything will work automatically for you.
Success Starts With Better Client Engagements with Better Experiences
Effective onboarding and offboarding processes are crucial for building strong client relationships and enhancing the overall coaching experience.
By creating a seamless and personalized experience for clients, coaches can ensure that they feel supported and motivated throughout their coaching journey. By following the tips discussed in this episode, you can streamline your processes and provide a high-quality service that keeps clients coming back for more.
Remember, coaching is all about helping clients achieve their goals and live their best lives. The onboarding and off-boarding processes are the extra bells and whistles that take your client’s journey to a whole new level.
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