Congrats! You’ve finally landed that big client.
But before you can dive in and start working your magic, you need to build trust with your new client. After all, they’re entrusting you with a significant part of their business.
Building trust begins before you start working together and continues long after. Here are some tips for onboarding new clients and building that all-important trust.
1. Thank them for their business
A vital part of the trust-building process is expressing gratitude for the opportunity to work together. Thanking your client for their business shows that you value their trust and are committed to providing the best possible service. It’s a small gesture that can go a long way in building rapport and laying the groundwork for a successful partnership.
2. Let them know what to expect
When you’re first getting to know someone, it’s essential to be upfront about your expectations. Otherwise, you run the risk of setting yourself up for disappointment. The same is true when onboarding new clients. By being clear about what you expect from them, you can help to build trust and avoid misunderstandings down the road.
Of course, every client is different, so there’s no one-size-fits-all approach. But in general, it’s a good idea to let new clients know what your process looks like, what kind of feedback you need from them, and what timeline they can expect. By being clear about your expectations from the outset, you can help to ensure a smooth and successful working relationship with your new clients.
3. Be transparent and honest
Onboarding a new client can be a delicate process. They’re entrusting you with their business, and they need to know that they can trust you. That’s why it’s so important to be transparent and honest with them from the very beginning. That means being upfront about your capabilities, experience, and limitations. It also means being honest about your fees and what the client can expect in terms of results. The more open and truthful you are, the easier it will be for them to trust you.
4. Be responsive to their needs
In today’s digital age, clients expect to be able to reach out to us at any time, day or night. It’s necessary to be responsive to your client’s needs to build trust. Being responsive shows that you’re invested in their relationship and care about their needs. It also makes them feel like they’re a priority, shows that you’re invested in their success, and take their business seriously.
5. Give them a sense of control
Control can be tricky because you want to be in charge and steer the conversation, but at the same time, you need to be sensitive to your client’s needs and feelings.
An excellent way to strike this balance is to start by asking your client some questions about their goals and objectives. These questions will help you get a sense of what they’re looking for, and it will also give them a chance to provide input from the very beginning. Once you understand what your client is hoping to achieve, you can begin to develop a plan that will help them reach those goals.
6. Address any concerns promptly
New clients are always slightly concerned when they start working with someone new. They wonder whether you’re going to be responsive to their needs or if you’re going to be able to meet their expectations. That’s why it’s so important to address their concerns promptly and efficiently. If you can show them that you’re responsive and care about their needs, it will go a long way. Be sure that your clients know that they can rely on you, and addressing their concerns is one of the best ways to build that trust.
7. Follow through on your promises
Follow-through is essential in any new relationship, especially when business is involved. Clients need to trust that you will do what you say you’re going to do, or they’ll take their business elsewhere. That’s why it’s essential to make sure you follow through on your promises during the onboarding process.
It may seem like common sense, but following through on promises is one of the easiest ways to build trust with new clients. If you tell them you’re going to provide a level of service, make sure you deliver. If you say you will be available at a particular time, make sure you’re available. The little things matter here – if you give your word, make sure you keep it.
8. Stay focused on the relationship
Listen to your clients, understand their needs, and respond to their questions and concerns. By taking the time to nurture your relationship from the start, you’ll lay the groundwork for a robust and long-lasting partnership.
Final Thoughts
Building trust with new clients is an art form in itself. But one of the most crucial steps to take when onboarding a client for the first time is being transparent and honest about your capabilities, experience, and limitations (among other things). Be responsive to their needs, give them a sense of control over the process by asking questions that will help you understand their goals, and address any concerns promptly. Most importantly, follow through on your promises.
These simple steps will help you build a foundation of trust that can be relied on throughout the lifespan of your business relationship.
By Lauren Gamble