This episode is a replay of our #1 most downloaded episode of 2020! I’m so excited that this is the episode you all chose because it is action-packed! Tune in if you missed it the first time, or if you have already listened, listen again!
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!
And, if you’re ready to biggie size your business, then I want to invite you to join us for our virtual conference, Biggie Size Your Biz.
It’s only $19 for two days packed with guests like Jordan Gill, Amber Dugger, and Tasha Booth, and we are going to dig into how to biggie size your business for 2021.
Head to servescalesoar.com/biggie to grab your tickets.
Dubsado (affiliate link) >> https://servescalesoar.com/dubsado Use code “serve” to get 20% off
Don’t forget to sign up for my free training >> How to Scale to Consistent 10K Months Without Hiring a Team
Brandi Mowles: Twenty, twenty, y'all, it is almost over, and so in this episode, it's actually a replay because we have so much amazing content and I know not everyone goes back and looks at all the content we've done. But here's the deal. This is a replay episode of our number one most downloaded episode of Twenty Twenty. I thought I was going to be an income report,I really did. But it wasn't. It was actually episode thirty. Still my three phase onboarding process to wow your clients and get a flood of referrals. I'm so excited that this one is the one you all chose because it is totally action-packed. We're talking about the downside of piecing together lots of different software and programs. The three phase approach you should follow to onboard your clients, how to create a while factor onboarding experience and so much more. This is not an episode to skip over. And if you already listened, I encourage you to listen again. So here's to the best episode of Twenty Twenty.
Welcome to the Serve Scale Soar podcast, the podcast dedicated to helping service-based entrepreneurs scale their online business to five figure months so they can soar into six figure years. Your host, Brandi, is a wife, mom and in less than one year created a six figure business. And now she is spilling all her secrets. So you can too.
Brandi Mowles: Are you ready to biggie size your Biz in twenty twenty one? Well, I have a virtual conference for you. This is not your typical summit with prerecorded videos or anything like that. This is a live virtual conference with real people showing up in real-time. It's happening over two days and it's only nineteen dollars. We're going to have guests like Jordan Gill talking about VIP days, Tasha Booth, sharing all about how to grow an agency. Amber Dugger sharing all her tips and tricks for finances and planning for your business. And then I'm going to be sharing all the juicy details on growing a multiple six and seven figure business. But then how to create a second revenue stream in your service based business? We'll have panels and even an application, only third day free event. This is not an event to miss. It's going to be so great at the super low price of just nineteen dollars. Y'all, it is time to biggie size your business and this is the conference to do it. So head to Serve Scale Soar.co/biggie and go on and get registered today. This is happening in January and you are not going to want to miss it. Can't make it live. Don't worry, you definitely want to try to make it live because we are doing live Q&A. But if you can't, all the recordings will be available for seven days and you can even get six-month access to them when you check out. I'm super excited about this conference and I'm super excited to bring you a no fluff, action-packed biggie size your biz virtual conference. So head to Serve Scale Soar.com/biggie to get your ticket today.
Brandi Mowles: So before we really jump into the know, like 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 is 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, fresh books, 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 asked 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 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 discovery call, proposals had to be created in Google Docs exporter's 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 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.
Brandi Mowles: 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 systematized. You let go of some control and let the technology in the automation work for you and let you create a wow experience that lets other people easily be able to rave about you. And that's what we're going to talk about today, is why you're onboarding process is one of 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 process is that you need to have in place for onboarding your clients. And if you you're like Brandi, I don't want another system. I like running a business. I'm here to tell you, Dubsado costs thirty five dollars a month. It's going to run pretty much everything for you. And if you're questioning thirty five dollars 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've 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 OK. You can 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 is 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 for their 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.
Brandi Mowles: And you need to have the reminder emails. They should receive reminders canned emails and all of this should be automated without you even have to think about it. And they should be getting reminder emails. This should be one soon as they book, it should be one for twenty-four hours before. And it should be a reminder email one hour before. All of these need to be going out without even thinking about them. They 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 email 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 in 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.
Brandi Mowles: 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 is 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, call yourselves, cause you're getting to know you, cause 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, if 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 fifteen to twenty 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.
Brandi Mowles: You want to be prepared. You want 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 a discovery call and you tell them, OK, 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 then integrity, you share in your business, because one thing 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 it 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 twenty four hours and then you get it to them as soon as possible. Always better to under promise and over deliver than overpromise and under deliver. And so what I want you to think about it. What is your proposal process look like? What is your proposal look like? 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.
Brandi Mowles: That first twenty four hours after they talk to you on a discovery call, it 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 going to deliver it? That is phase two. 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 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 it's time to build the trust. The first twenty four 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 contract, so soon as they say they're ready to work with you, you want to give them that contract and invoice as soon as possible.
Brandi Mowles: You may have already had that attached to your proposal, which you can do 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 twenty four hours is so important. So as a Facebook ad strategist, I make sure that soon as they sign their contract, soon is they pay the invoice. They're getting a questionnaire. That questionnaire is 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 twenty four hours, but the important thing is I got it to them in the first twenty four 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.
Brandi Mowles: When I was doing Pinterest, soon as they sign that contract soon is they paid their invoice. They were getting a questionnaire and a link to scheduled 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 easy is that it's all set up and workflows. Dubsado will help you with that. But this twenty four 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 steps and you 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 twenty four hours. And so those are the three phases of onboarding is 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.
Brandi Mowles: This is deciding if they like you enough to work with you. Phase three 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 gaming 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, in 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 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 take these steps I share with you and put them into action, because, you know, I'm all about taking action, y'all.
Brandi Mowles: I just love this episode. We broke down how to really wow your clients. And honestly, that's what we should all be focused on is amazing client experience. The proper mindset when going on discovery calls what to do right after someone decides to work with you, why you need to get invoices and contracts to your clients ASAP and the importance of building trust with our clients. The more trust we can build, the more we'll keep our clients and the more they'll refer us. So you all go out this week, serve your client, scale your business and soar into that six figure year you deserve. And don't forget, grab your ticket for the biggie size, your business conference.
Thanks again for tuning in to the Serve Scale Soar podcast with your host, Brandi, if you loved our podcast. Please be sure to leave a comment or review and be sure to tune in next time.
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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.