How To Onboard Clients As A Virtual Assistant

Your client onboarding process begins the moment a potential client inquires about your services. Many new VAs set up their business websites and service packages, eager to serve clients but often struggle with the next steps once interest is shown. That's where a well-defined onboarding process comes in!

You may ask yourself questions like:

• What do I send new clients when they contact me?

• What happens after they sign the contract?

• How do I gather the necessary information to complete their tasks?
  

I'm here to answer these questions and more!

Why You Need a Client Onboarding Process

An effective client onboarding process educates your clients on what to expect and guides them through the initial stages of your partnership. You want to ensure they never feel confused about what to do next. Here's a step-by-step guide to my onboarding process:

Step 1: Discovery Call

The onboarding process starts with a discovery call. I recommend using a scheduler link like Calendly. This allows you to set your availability ahead of time so that your clients can simply view, select and confirm a time on your calendar. It reduces all of the back and forth with you via email in order to schedule!

Set aside some time before the call and review their website, check out their social media accounts and see what they’re all about.

During the call:

• Introduction: I introduce myself and give a brief overview of my services.

• Understanding Needs: I ask about the client's specific needs and what they seek in a VA.

• Assessing Fit: We discuss whether we are a good fit based on their requirements and my expertise.

• Package Offerings: I present the various service packages available and recommend the most suitable one.

Step 2: Follow-up, Contract and Onboarding Fee

After the D/C (discovery call), if you haven't heard back from your potential client, do not hesitate to send them a follow-up email. I typically do this 3 days after our D/C.

It’s not uncommon for your email to go to spam or to be lost in your potential client’s very full inbox. So this step is crucial to putting you back at the top of their list! It also lets them know that you really want to work with them because you’re taking the time to check-in.

Once we've agreed to work together, I send a detailed contract that includes:

• Service Package: The chosen package and included services.

• Onboarding Fee: A one-time fee that covers access to all logins and platforms and a complimentary onboarding call.

Once this is signed and the fee is paid – YAY! Your client has officially signed on to work with you, so let’s dive into the good stuff.

Step 3: Welcome Packet and Comprehensive Workflow Questionnaire

The first thing you should send your client after they sign the contract is a welcome email expressing your enthusiasm for working with them. Include a virtual assistant welcome packet in this email.

This packet provides essential information about working with you and outlines communication expectations as you begin your collaboration.

Feel free to customize this process as you see fit. The key is to ensure your client feels welcomed and informed, setting the stage for a smooth and productive partnership.

Included in the welcome packet, I have a "comprehensive workflow questionnaire" that is categorized in the tasks I am helping my new client with. Having my clients complete this helps me understand their operations and saves training time.

Once you send this out, be sure to follow up if you don’t get it completed within a reasonable time-frame. Just be sure to keep in mind that this step is usually a lot of work for your client, so do your best to be patient!

Step 4: Book A Follow-up Call

It's essential to hold a follow-up call with your new client. Send a scheduler link in an email, asking your client to book a time to reconnect before starting on tasks. During this call, you'll clarify any details that may have been missed in the intake form and plan out initial tasks.

Step 5: Go Live

Finally, we go live with the new client! Things to remember during the initial months:

• Learning Phase: Acknowledge that it's a learning period where we both adapt to each other's working styles.

• Increased Time: Tasks may take longer initially as I learn their processes.

• Feedback Loop: Regular feedback is encouraged to refine the workflow and ensure satisfaction.

I hope this guide provides you with the essential steps to develop a robust virtual assistant onboarding process. With these tips, you can confidently begin supporting your new clients, ensuring a smooth and successful start to your collaboration!