Why having a clear client onboarding process matters
Just a few weeks ago in our coaching call, one of my students talked about how frustrated she was with a client who kept on delaying the payment of her deposit. My student was excited to get the booking in the beginning, but after weeks of not being able to get a deposit and a contract signed, she started getting stressed that the job might never happen. I could see how week-to-week her confidence was wearing off, and her patience thin. Sadly, she onboarded this client before we started the program, so she didn't really know the best business practices to avoid this kind of situations when your client thinks you are booked, but you aren't officially booked.
My student has now learn the hard way that if you don't follow a clear onboarding process, you can lose clients along the way and have no idea why.
I get this frustration, I've been there so many times. You want to book clients, grow your business, and be profitable, but then you finally get a client and cant even seem to get them to commit and lock in the booking. This brings self doubt, fear, worry, and ultimately breaks your confidence.
I teach my students the proper way to onboard clients because it is such an important part of running a photography business, so I wanted to give you some of the most important insights:
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It it absolutely necessary for you to receive a deposit and a contract for any client you have. If you don't, you risk clients cancelling or changing things without any warning, because there are no consequences for them.
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You need to understand that for your client, you are the expert. So they will follow your direction in the process. If you don't explain to them when and how to pay, you cant expect them to know.
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When you clearly communicate the process and what can be expected while working with you, you are setting up for a successful relationship with your client. When the expectations on both parts are clear from the get go, there is no room for confusion or disappointment. Your client should know from the very beginning exactly how much they are paying, and what they are getting in return (including amount of hours, deliverables, and details of the service).
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People have a million reasons why they aren't following up. Life got busy, email got lost, they are second guessing the cost, they have no idea you are waiting on them, etc. So your job isn't to sit and guess why your client isn't paying your deposit, you job is to make the process so clear that they know this is the next step. This also allows you to follow up and ask meaningful questions to get your answer to why they aren't moving forward.
At the end of the day, we work in a people business. Learning to communicate with our clients is what will drive your business to success.
You are not alone in the struggle, take charge and make those bookings happen!
Sam
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