You've received a referral, had a discussion about requirements, completed the intake form and an agreement—now it's time to begin supporting your new client. What happens next, is what will set you apart from the competition and assure your customer they’ve made the right choice.
A smooth onboarding process can build trust, helping clients feel informed, valued, and in charge of their funding and their day to day. It lays the foundation for a long-lasting relationship.
What is Client Onboarding?
While commonly associated with employee hiring, "onboarding" is equally important when bringing new customers into your business. But its more than just integrating new employees, it's about welcoming clients, ensuring they feel heard, and helping them understand your processes. Client onboarding is an opportunity to clarify your role, outline how you’ll meet their needs, and introduce the level of service they can expect.
Top Tips for Effective Onboarding
1. Create a Welcoming Experience
First impressions are key. Once a customer signs your agreement, ensure they feel welcomed and supported. Start by sending a personalised email, expressing your excitement and outlining the next steps. If applicable, send relevant policies and your client handbook via email. Always prioritise your client’s preference, ensuring accessibility in communication methods.
2. Set Clear Expectations
Avoid confusion by setting clear expectations from the start. Discuss important topics like scheduling, staff availability, communication preferences, and office hours. A well-defined service agreement will outline these points, ensuring clarity and mutual understanding.
3. Communicate Your Role
Explain how your team will support the client. This is your chance to align your services with their goals. Providing examples from other clients can help them visualise how the relationship will work and what to expect.
4. Outline Compliance Requirements
Make sure your client understands any compliance needs, especially if you’re a registered provider with the NDIS. Inform them about potential auditor contact during audits |they have a choice to opt out| and discuss any key privacy policies regarding their data.
5. Be Transparent About Costs
If your client has a support coordinator or plan manager, they already have help in making the most out of their funding, but its best to clarify costs associated with your services. Explain any variances in rates for different days or shifts.
For example:
Didi has 10 hours support per week in her funding and she would like to have 3 hours on a Saturday. The difference in rates is $67.56 per hour during the week, as compared to $95.07 per hour on a Saturday. This jump in rate is significant and a discussion on how best to utilise the funding upfront will serve to cause less confusion, over servicing and disappointment in the future. Work with your customers on solutions, that put them at the forefront, this aids in cementing a strong relationship.
6. Provide a Clear Point of Contact
Make it easy for your client to reach you. Provide names, phone numbers, and email addresses for any staff handling shifts or cancellations. Include this information in your welcome email or onboarding folder to ensure they know where to turn when needed.
7. Follow Up Regularly
Don’t wait for clients to contact you. Proactively reach out every three to four months to check in, monitor progress, and address any issues or complaints. Clients often don’t raise concerns until prompted, so take the lead.
8. Gather Feedback
As part of your compliance process, make feedback collection a regular practice. Incorporate it into follow-up calls or emails. This not only provides valuable insights into your business performance but also helps you address any negative feedback to continuously improve your service.
By applying these tips to your business, you’ll ensure smooth onboarding, build strong customer relationships, and maintain compliance, setting your business up for long-term success.
We wish you well, as always
The Lama Care Team
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