Just realized I was wrong about client onboarding

I thought our simple email intro was enough, but a new client from a big law firm got totally lost on their first project. We spent three full weeks going back and forth on basic stuff like file formats and deadlines that should have been clear from the start. The problem was we never showed them a real example of a finished report, just a list of steps. Now I see you need a visual walkthrough, not just a checklist. How do you guys handle onboarding for clients who aren't used to your process?

2 comments

2 Comments

nathanh442d ago

A visual walkthrough is a good start, but the real issue is assuming all clients learn the same way. That big law firm client probably needs a written process document they can reference, not just a video. For some people, a simple checklist is actually perfect. You have to ask new clients how they prefer to get information upfront. I send a short survey with options like a video, a written guide, or a quick call.

ben_shah932d ago

Surveys are smart, but sometimes you just gotta ask them directly.