Here is a sensible series of actions which should be done when taking on a client relationship regarding, for example, a new product launch.
This list provides an overview of a process to be followed. It is up to the practitioner to have certain documents, such as a contract, and to understand specifics of their workflow, such as Project Management and having a Project Management workflow. When beginning a client relationship, one should follow this blueprint.
- Welcome email: Send a welcome email with terms of the agreement. Include the contract, and ensure client payments are enabled.
- Onboarding questionnaire: Get the client to fill out the onboarding questionnaire.
- Compliance and payment: Wait until the contract is signed and the client has paid.
- Pick your team: Based on available resources, pick the best individuals and utilities to take on the new client.
- Internal meeting: Share client information with the team.
- Set up project: Set up the project in your preferred project management system/workflow software and assign it to the team.
- Introductions: Get the team to introduce themselves via email and include a link to book a kick off meeting.
- Kick off meeting: Have the kick off meeting and clearly communicate next steps with the client. This is also a chance to set expectations and boundaries on communication.
- Follow up: Have the team follow up with a ‘thank you’ email.
- Welcome package: Send the client a welcome package (swag, handwritten letter, etc).
- Checkup call: At a set interval, e.g. 30 days later, have a checkup call with the team and the client.
- Finished: You’re done getting started with the client!
In addition to initializing a client relationship, the practitioner or practitioner organization must further get the product made and delivered. The processes and artifacts which lead to the fulfillment of making and delivery are covered further in our upcoming series on Business Marketing.
