One Workflow Worth Improving this Week
Make client onboarding smooth sailing.
If there’s one business system in which chaos seeps in and quietly chews through your energy, it’s the transition between “yes, let’s work together!” and the first session with your new client. The process of client onboarding can generate surprise storms in the otherwise calm seas of any practice.
Take the time this week to analyze your current onboarding flow, and rework your system to make it flow calmly, smoothly, and with ease.
A typical onboarding sequence looks like this: confirmation → contract → payment → intake → scheduling. Some of these steps may not apply to your practice, such as the contract component, so strip out any step that isn’t necessary for you. The order may also be different, such as if you do your intake during the first session. Ideally, it’s best to create one single link, form, or document that guides clients through the onboarding, intake, and scheduling process.
One of simplest ways to streamline this entire process is to use software. Commercial software that your clients can access via web and mobile app exist that integrate this entire process for you, including scheduling, taking initial payments, and completion of any diagnostic information or other intake forms that you need in order to begin your work. These software solutions can be found at reasonable price points, and are often specific to your industry.
Even if you’re using a completely analog onboarding process, you can create a uniform process for all clients. You may balk at this uniform approach, based on the belief that every client is different and has unique needs, which is true. But there is no need to have a unique onboarding process for every client. Create checklists, scripts, and forms to use in this process, exactly as you’ve seen done at any medical office.
A clean, clear onboarding process signals competence, professionalism, calms nerves, and saves you from the frustration of swimming in circles. It’s a small thing in your practice that protects your energy.
Do you have questions about tightening up your onboarding process, or any other business process? Join me next Monday for an Open Waters Q&A session. There is no cost to join this Zoom, so save your spot here: https://pod.bizorca.com/events/17A871.
Clarity Cues
Where does my onboarding flow currently force a client to pause, ponder, or ping me for clarity?
How many clicks does it take for a new client to move from “yes” to “scheduled”?
Does my onboarding flow acknowledge emotional needs as well as logistical ones?
What can be automated without losing the human heartbeat?
After completing onboarding, does a client feel confident or confused?
Really helpful framing! The nautical metaphor works perfectly here. That visual showing the chaos tornado vs the streamlined flow is powerful because it captures hte emotional reality. The point about creating a uniform proces even for unique clients is counterintuitive but smart. Most friction comes from the handoff gaps, not the actual service delivery.