Skip to main content 7 tips for a smooth onboarding process for your clients
The relationship between you and a client is essential to both your businesses, so it’s important that you can learn everything you need to know about each other early on. Although every client and their needs are different, and you’ll therefore need to tailor the onboarding experience to them, there are some key areas that you should always be keeping in mind.
We’ve put together a list of 7 tips to help you with a smooth onboarding process that will help a newly enrolled client feel comfortable and get you feeling confident.
1. Set expectations and assign responsibilities
When it comes to your services, it’s important to set clear expectations and ensure your clients know who is responsible for what. A well-crafted letter of engagement can help with both of these points as it should clearly outline the services you’re providing and explain who is responsible for specific aspects of the work. Setting this information out early in the onboarding journey can help avoid uncertainty and create the framework for a productive and collaborative relationship.
You may wish to arrange a call or meeting to discuss the key points of your letter of engagement and answer any questions your client might have. After all, not all clients prefer written communication, so sometimes going through things verbally will be best.
2. Name your terms
You should include your payment terms in your letter of engagement so that your client knows what to expect when it comes to billing. Doing this before you begin working together could help prevent payment issues or any confusion at a later date.
3. Get to know your new client
You should already have a general understanding of your client’s needs, but this is your chance to get to know them and their business better. You could try asking questions such as:
- Why did you leave your previous accountant? (if applicable)
- What are your preferred methods of contact?
- Do you have any urgent queries or concerns?
Asking these questions can help you tailor your services and highlight where their business could benefit from additional integrations and add-ons.
For example, are they an Amazon seller who would benefit from FreeAgent’s Amazon integration? Would Smart Capture Unlimited help them manage their receipts more efficiently? Digging a bit deeper into your client’s needs and setting them up in the right way will save your practice time later down the line.
4. Gather client data
You might want to create a dedicated checklist for the data you need to get them set up as a client and comply with regulations. This could include information such as:
- Details of your main point of contact
- Proof of address for identity checks as required by money laundering regulations
- Professional clearance from the client’s previous accountant
- All relevant reference numbers such as company registration number, Corporation Tax reference number, VAT registration number, UTR number etc.
- Trading address and registered address (if different)
Collating this data can be time-consuming so give your client the deadline well in advance. Requesting it in stages might also make it more manageable for both of you.
To help avoid delays, consider creating a process for chasing up client details that haven’t been provided so that no information falls through the gaps.
5. Set up a new project
A little preparation work could help your new relationship get off to a smooth start. Set up any necessary documents and add your new client to your FreeAgent Practice Dashboard ahead of time so you are prepared when it comes to onboarding them within the software.
You may also wish to hold an internal meeting to brief your team on the new client’s needs and preferences to ensure that everyone is up to speed.
6. Welcome your client warmly
Welcome packs can be a great way to set the tone with a new client. As well as providing important information, a welcome pack can help you make your client feel valued and set your practice apart. You could include some of the following:
- A document answering frequently asked questions to help you get ahead of any client queries or concerns
- A calendar showing important accounting dates
- Contact details for any team members the client may be working with
- A welcome gift such as a branded keyring or edible treat
7. Introduce your client to FreeAgent
You should introduce your new client to FreeAgent early in the onboarding journey so that they can start to get familiar with it. You can use our client intro tool to craft a tailored introduction to FreeAgent based on your client’s business type and industry, and our pre-built slide deck and script will help you explain FreeAgent’s key features and selling points.
You’ll also find a host of onboarding resources on the Practice Portal, including a starter pack and videos that you can share directly with your clients, and our FreeAgent for Landlords solution is designed specifically for clients who earn income from property. Once you have migrated your client on to FreeAgent, you may wish to arrange a meeting to talk them through it.
As a FreeAgent Partner, you can download your practice insights report to see exactly when clients carry out key actions over their first 45 days, including when they first log in and last create an invoice and an expense. This can help you understand which clients aren’t yet using FreeAgent to its full potential, meaning you can focus your efforts on getting them up and running.
A smooth onboarding can make a lasting impression on a client and be the difference between them sticking around for the whole journey, or not. It pays to get it right, so take your time to consider these areas as well as those that are more tailored to each of your new clients.