Onboard A Client Successfully With This 6-Step Process

At some point in the marriage between you and your client, someone might drop the ball.  After this happens, the relationship will sour, and all anyone will want to do is to get away from each other – whether this happens two days before the contract is up or two days into a newly signed contract. 

You see, just because you sign a client once, doesn’t mean you’ll do it again.  In fact, a large majority of the MSPs we work with consider their retention rate to be the ultimate barrier holding them back from a successful business; however, this barrier is usually avoidable. 

One of the most effective ways to keep your retention rate high and to avoid an unprofitable breakup, is to create a detailed process of what the perfect client onboarding experience looks like to you.  When you’re done creating this process, frame it, hang it on the wall, and follow it to a tee.  Every now and then, you’ll want to take down your process, build on it, make it better, and then rehang it. 

This process is extremely important because it clarifies expectations and sets the scope of your agreement which will eliminate confusion over what you are and aren’t responsible for.  Over the years, we’ve established six key elements of what we consider to be the perfect client onboarding experience.