Do you want to book more discovery calls, land more clients, and have referrals? Does your current onboarding process ‘wow’ your clients? Are you ready to let technology and systems work for you while you sleep?
In this episode, I will chat about how important your onboarding process is to you becoming a client magnet! Sometimes we don’t think about onboarding until we get the client, but the truth is, you can take simple, actionable steps before, during, and after a discovery call that will build your confidence, add to your credibility, and secure your business. Your clients will find trust in you, will be singing your praises and will become referral machines.
- The downside of piecing together lots of different software and programs to set up your business
- The 3 phase process you should follow to onboard your clients
- How to create a ‘wow factor’ onboarding process
- Why you need to determine if someone is a good fit even before your discovery call
- The proper mindset when getting on a discovery call with a potential client
- What to do right after someone decides to work with you
- Why you need to get invoices and contracts over ASAP
- The importance of building trust with your clients
I will detail the 3 phases of onboarding your client so that they will know you, like you and trust you to work wonders with their business. As you listen in, determine which phases you have set up and which ones you lack. Figure out which phases you have set up already and where you might need to make improvements.
How cool would it be to wake up in the morning and already have discovery calls on your books and all systems set up and ready to go so you can wow your potential clients before they even sign on to work with you!
Keep on serving your clients, scaling your business and soaring into the six-figure year you deserve. See you next week!
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Don’t forget to sign up for my free training >> How to Scale to Consistent 10K Months Without Hiring a Team
If you're ready to book more discovery calls, land more clients and have referrals flooding in, it all starts the moment someone lands on your scheduling page and we're going to be talking all about what is your onboarding process look like and how you can use Know Like Trust three-phase process to land more discovery calls, more clients and have referrals flooding in. So stay tuned to this week's episode. Hello, Serve Scale Soar family! I am so excited to be with you all this week. And before we jump into why you're on boarding process is so freakin important, I first want to spotlight one of our reviews. So this one comes from Mayeux. Five stars and a kissy face says "Can't stop listening. Serve Sales Soar is a goldmine of information. I just started listening and have binged 10 episodes in two days. Bradi's super genuine and cheers all the how-tos on starting and growing your business quickly. If you have a business or you're just starting business, listen now. You'll thank me later." Well, thank you so much Mayeux. I just I love these reviews y'all, like I just love reading them and I love knowing that the information we put out is actually valuable to you. Ten episodes, girl and two days? Thank you. And so thank you, thank you for leaving that review. They mean the world to us. And if you would like to be featured as one of our spotlight listeners, make sure to go in and leave an honest review. And you could be our next spotlight listener. So without further ado, let's jump in to this week's episode. That's all about your onboarding process. So before we really jump into the Know Like Trust three-phase process that I'm going to lay out for you, I want to tell you a story. And this story starts with a service provider who is just getting started out. And she was trying to be really cheap and she went with a free scheduler like Acuity, Calendly, something I could get for free. She also went with free invoicing software. So FreshBooks wave. And she had Google folders upon Google folders and creating proposals in Google Docs and just everything was as cheap as possible.
And so when someone would message her and ask for like, oh, yes, I want to book a time with you. It was like, OK. So I have this day or this day or this day available. What works best for you? And it was like this fitting in schedules. And then when I got when she. Because we're talking about someone else. When she got the scheduler set up, it was a hot mess express. Things weren't connected. Right? And people weren't getting the information they needed and they were just going places.
Then once you would land a client on a discovery call, proposals had to be created in Google Dogs, exported as PDFs then emailed out and that took a really long time. Then when it was time to send the invoice, it was figuring out like, Oh, which invoice service am I going to use? So it's free. So expenses and reports were all over the place and it became really overwhelming. This is how I started my business. And it wasn't efficient. It wasn't it wow factor.
And it was much, much harder to land clients doing things that way. But you know what happen? When I streamline the process, I created a wow factor onboarding, everything was streamlining, the clients just started flooding in. It's incredible what happens when things become systematize. You let go of some control and let the technology and the automations work for you. It lets you create a wow experience that lets other people easily be able to rave about you. And that's what we're gonna talk about today, is why you're onboarding process is where the most important processes to have in place and the fact that we don't think about onboarding until we get the client, but when we should be thinking about the onboarding process starts the moment they land on your scheduling page. So in today's episode, I'm going to go over my three phase - Know, Like and Trust factor processes - that you need to have in place for onboarding your clients. And if you're like Brandi, I don't want another system. I like running a lean business. I'm here to tell you Dubsado costs $35 a month. It's going to run pretty much everything for you. And there's $35 dollars a month. Like if you're questioning $35 a month, we need to be questioning why we're in business. So if you want to hear more about that, head to our episode on the four tools. I learned scaling to six figures and I talk all about that one. But our onboarding process starts the moment that someone lands on our scheduling page. And that's phase one.
This is the Know Phase. They're getting to know you. They either went to your Facebook page and that's linked up to your scheduler, in Dubsado, or you have your scheduler embedded on your website. So they've been to your website. Somehow they have come to know about you. This is the first phase. And so this is where your scheduler page should be. Like I said, if you don't have a website, that's totally okay. You link straight to your scheduling page. From that, it should be very easy for them to pick a date and time. And that doesn't mean you leave it wide open that they can pick any time. But it just makes it easy for them to be able to pick the time. Next, you should have an intake form. You want to know something about this person before they book a call. You want to know if they're right or not before you jump on a call with them. So what does your intake form look like? Do you even have one that's really important? It also shows people that you're serious about this business and that they're not just booking with anyone, but they're booking with someone who takes this seriously. This is not just a 15-minute coffee chat. This is a serious business owner who wants to have information before they jump on a call with someone. And you need to have the reminder emails. They should receive reminder canned emails and all of this should be automated without you even having to think about it.
So you should have one that, like as soon as they booked the appointment, they get a confirmation. Then they should get a reminder e-mail and then they should get another reminder e-mail. And we have all these canned e-mails.
And they should be getting a reminder emails. There should be one. As soon as they book, there should be one for 24 hours before and there should be a reminder email one hour before. All of these need to be going out without you even thinking about them. This should all be automated. The whole process should be automated. So you wake up with bookings on your books. How many of you would love to wake up and have an e-mail that says blah blah blah has booked a Discovery Call. You have a discovery call on your books now. That's what happens when we have systems set up that don't require us to do anything. That is phase one is your Know Phase. It's what happens before the discovery call. This is your first impression someone has with you, even if it's not with you as a person, it's with your business and your page. And this needs to be simple for them. And some people are like, well, simple means that they shouldn't have to fill out an intake form. No, an intake form should be attached to the scheduler so they don't have to go find their email, fill out an intake form and then respond to you. And so that is why I'm a proponent of your intake form being attached to your scheduler. That shows them that you are trying to make it as convenient for them as possible. Not digging through an email to try to answer your questions. OK. So that is phase one. They're getting to know you. Phase two is the Like Phase.
This is the discovery call and the proposal phase. So on the discovery call, either if you do this on the phone, if you do this on Zoom, Facetime, whatever you're using to do your discovery calls, your sales calls, you're getting-to-know-you calls. Whatever you call them. This is the Like Phase. This is when they're going to decide if they like you are not. And don't take it personal. If they don't like you, they don't hire you. That doesn't mean they don't like you. Just means it wasn't probably a good fit. But this is the like phase. So in this discovery call, you want to run the show, you want to keep it to 15 to 20 minutes. You are in charge and you are showing them getting all the information from them and then showing them how you are going to make a bigger impact in their business when they hire you. This is where your offer comes in. And this if you don't sell them on the discovery call, this is when the proposal gets sent out. So on the discovery call, you want it to be professional, you want to be prepared. You wanted to have done your research beforehand. You want them to feel confident and able to like you in this process.
Then the proposal, if you get off of discovery call and you tell them, okay, you're going to have a proposal in the next hour or I'll send you a proposal. You better believe that proposal. If you just said you have a proposal in the next hour. You better believe you better have that proposal to them before that hour's up because that showing how you are as a person and the integrity you share in your business, because one day I know life happens. But if you're going to tell someone, you're going to have a proposal to them in an hour and then a comes two hours and they get it. That shows how you probably are to work with. So be careful with your wording. If you think it's going to take longer, say I'll get you a proposal within the next 24 hours and then you get it to them as soon as possible. It's always better to under-promise and overdeliver than over promise and under deliver. And so what I want you to think about is what is your proposal process look like? What does your proposal look like? It doesn't mean you have to have a fancy proposal. My proposals were never fancy and while I was making over six figures. But it does come down to what the information is inside the proposal and how quickly you get it to them. That first 24 hours after they talked to you on a discovery call is so crucial.
This is really when they're making their decision. This is when they're deciding in phase two if they like you enough to work with you. So what is your discovery calls look like and what do your proposals look like?
And I'm not talking about aesthetics. I'm talking about are they put together? Do you have templates for them? What is the process of getting them to them? And are you actually delivering it when you say you're gonna deliver it? That is phase 2. So phase one is our scheduler stage. What does it look like to schedule an appointment with you? Phase two is our Like Phase. This is to the discovery call in the proposal. This is the decision phase. Are they going to work with you? And phase three is the Trust Phase. This is when they've decided that they trust you and they want to work with you. They like you. They're ready to work with you now. And it's time to build the trust. The first 24 hours, once someone decides that they're going to work with you, is the most crucial time in this whole process. This is when you, once you get them their contracts, as soon as they say they're ready to work with you, you want to give them that contract and invoice as soon as possible. You may have already had that attached to your proposal, which you can do in Dubsado. If you didn't, you want to get that information to them ASAP. Once they sign the contract and pay the invoice. This is where panic sets in. This is when they're trying to decide, did I make the right decision? Was this the hire that I should have made? Did I just make a mistake? And this is your time to calm down those nerves and show them. Yes. They made the right decision by hiring you.
And so that first 24 hours is so important. So as a Facebook ad strategist, I make sure that soon as they sign their contract, soon as they pay the invoice, they're getting a questionnaire. That questionnaire's for them to fill out and get me added to their Facebook business page. Now, here's the thing. They may not finish that questionnaire in the first 24 hours, but the important thing is I got it to them in the first 24 hours. That shows that their account is important to me and not something on the back burner. Soon as they fill out that questionnaire, because some people will do it within that first 24 hours, we're booking their strategy call. I'm getting that booked as soon as possible. So they see that I'm on top of this. Their account is important to me. When I was doing Pinterest, as soon as they sign that contract, as soon as they paid their invoice, they were getting a questionnaire and a link to schedule their first call with me. So you can see how this is so important. And you may be like but 'Brandi, it's the weekend or something.' Automate it. Have automation set up in your Dubsado that say when someone signs a contract, pays an invoice, then they get this questionnaire. It's as easy as that. It's all set up in workflows. Dubsado will help you with that. But this 24 hours is the most crucial time to calm their nerves and show them that you are dedicated. Maybe you take it a little extra. And this is like the bonus step. And use the free app Bonjoro.
I use this for our members inside Serve Scale Soar and I welcome them to our community individually, personally. But what if you use this to really say "Oh, my gosh, I'm so excited to be working with you. Thank you for joining us. And this is going to be a great relationship." And you sent that video to them really quick. I mean, 30 second video to calm their nerves just to let them know that their account matters to you. There's power in the first 24 hours. And so those are the three phases of onboarding. The phase one is the Know Phase. This is the scheduling phase. Phase two is the Like Phase. This is your discovery call and the proposal phase. This is deciding if they like you enough to work with you phase. Phase 3 is the Trust Phase. This is where we're going to build the trust because they've decided they like you and they want to work with you. And now it's time to build that trust. When you can really master all three of these phases with a little automation, systems in place, and just a little personal touch, that is when you become a referral machine, a client gaining machine and have discovery calls on your books, when you wake up in the morning. It all comes down to the Know, Like and Trust Factor broken down into these three phases. And so I would love for you to identify which phase do you have in place, which phases don't you have in place and which phases you can improve on. Because we can all improve somewhere, no matter how tight you think your systems are.
There's probably a little bit room for improvement. So maybe it's that bonus step of downloading Bonjoro and just adding that personal touch. But I know that this is simple, actionable steps that you can take today to make your business stand out from the rest. And when you can make your business stand out from the rest, you become way easier to get clients. So I hope you go out this week. So take these steps I share with you and put them into action because, I'm all about taking action. So if you would like to know more in-depth on what your canned emails should look like, what your discovery calls look like. We chat all about that inside Serve Scale Soar membership. But if you want to know a little bit more, head to How to Scale to Consistent Ten Thousand Dollar Months without Hiring a Team. My free training, you can find that it ServesScaleSoar.com/10k. I will link it up below and head to that free training and check it out. For 60 minutes, I'll help you figure out the holes in your business and also the mistakes you could possibly may be making. And then if you love it, we'll see you inside our membership. So go out this week. Serve your client. Scale your business and soar into that six figure a year you deserve.
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Brandi Mowles is the host of the Serve Scale Soar podcast which is a podcast dedicated to helping service-based entrepreneurs scale their online business to five-figure months so they can soar into six-figure years. Brandi is a wife, mom and in less than one year, created a six-figure business. Now she is spilling all her secrets so you can too.