Tips for Onboarding New T&I Clients
The client onboarding process is a truly important one for any type of business to carefully consider and refine. But what about for a freelance translation or interpreting professional?
Onboarding clients well can reassure customers that they were right to contract you in the first place.
Here are my top 5 tips for onboarding new translation or interpreting clients in your freelance business:
Tip #1: Let your new client know what it's like to work with you from the very beginning.
As professionals who tend to work mostly remotely, it is more important than ever to start with a great first impression. Once you have an idea of who your ideal clients are, you can tailor the onboarding experience to give them an idea of what it will be like working with you. You could also think of this as a way to weed out those who would not make ideal clients.
Related: To read more about how to appeal to ideal clients, check out How to Determine and Attract Your Ideal Client.
Think of your onboarding experience as a storefront window. A lot of clients are interested, but they don't necessarily know exactly what they need. This is your time to shine. To show your expertise. And to set some clear boundaries and expectations. When a new client asks you for a quote, you can use the opportunity to start laying the foundation for what they can expect from you. This allows you to focus less on a number (the quote) and more on yourself as the expert they need.
Some ideas for what to include with your quote or proposal:
Your working hours and response time
The best way to reach you
How you maintain confidentiality of your clients' assignments
Any questions you need them to answer about the assignment(s) they send you
Payment terms and expectations you have of your clients
If you can send a service agreement (contract) with your quote, this will save a lot of time on back-and-forth messages. It also sends a clear message that you are a serious professional.
Tip #2: Create templates and kick things off with an onboarding call.
When you have an onboarding process in place, you can utilize the power of well-designed and well-written templates. If you plan to respond to potential clients with an email, take some time to create several templates you can use in your onboarding process.
Related: To read more about creating email templates, check out How to Create Email Templates to Implement in Your T&I Business and Save Time.
If you prefer to have a face-to-face conversation like a discovery call prior to working with a new client, provide a link to your calendar/schedule so they can choose a time to discuss their needs with you. While this approach may seem more time-consuming than replying with a quick email, it is a very effective technique for landing clients in service-based businesses. Give it a try!
Tip #3: Create a process you can stick to.
All businesses have processes they follow. And the onboarding process should be well planned in advance. Outline the steps in your onboarding process from the time of inquiry to the time of delivering a project. If you have a waitlist or a delay in the time an inquiry comes in and the time you are able to start working on projects for new clients, make them aware of this right away. Part of the purpose of creating an onboarding process is to show a client why you're a good fit for them. If you can't take on a new client project right away, offer some options the client can consider with a plan to begin working with them soon. In other words, let your process demonstrate why you're worth the wait (if there is one).
Once you have an onboarding process in place, make sure to utilize it. Don't use it once and forget it. Your process should be simple enough that you can repeat it with each new client. You should also be able to refine it as needed. If you find that part of your onboarding process is clunky or isn't working, make a note of it so you can figure out what you need to adjust for the next time.
Tip #4: Make your onboarding process fit your clients’ needs.
During the onboarding process, it is vital to be a great listener. Let your clients do most of the talking during this process. Take the time to uncover their pain points, i.e. their problems or challenges. Explain how you can help solve their problems with the service(s) you provide. Ideally, your onboarding process should always have a “next step," or follow-up of some sort so you continue to be in touch with the client. This is something you'll tweak and improve over time so you can present yourself as the perfect addition to their collaborative team.
Tip #5: Don't stop at the deliverable.
Lastly, be sure to follow up with your new client after delivering your services. Send a personalized note to let them know you value their business and look forward to working with them in the future. This could be a simple but well-crafted email, a postcard, or even a small gift to welcome them. The idea is to do something extra and unexpected. This part of your onboarding process should be another way you can set yourself apart from others who provide a similar service and leave a lasting impression (in addition to your outstanding work and service).
The client onboarding process is one of the most important in your business. It's how you give that meaningful first impression to a client and how you build trust. It's a process that can and should be refined over time. When brainstorming ideas for onboarding new clients, take a look at how service professionals in other industries tend to do it or consider your most memorable experiences as a customer. What made you feel valued? What made you return? Take those ideas and start a list. Now, you have something to work with and you can customize it to fit your business, your personality, and most importantly… your clients.
What tips do you have for onboarding new clients? What would you like to improve about your process going forward?
