Jump to comments

7 tips to improve your client onboarding process

When you introduce a new client to your practice, you're laying the foundations for your future relationship. A well-structured onboarding journey will create a positive first impression and ensure that both parties have everything they need to get started.

The onboarding process can also help your client feel confident that they've picked the best practice for their business. A good experience will make your client feel valued and help to secure their loyalty.

While you may decide to tailor your onboarding process to fit each client, there are some important points that should help you get all of your partnerships off to a great start. Here's our new client checklist for accountants and bookkeepers.

1. Set expectations and assign responsibilities

It’s important to set your new client’s expectations regarding your services and ensure they know what their responsibilities are. 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 project. Setting this information out early in the onboarding journey can help to avoid uncertainty and create the framework for a productive 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.

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. Agreeing your terms before you begin working with a new client could help prevent payment issues 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. An onboarding questionnaire can provide insights that will help you tailor your services. You could try 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?

4. Gather client data

You may wish to create a dedicated checklist for the data you require in order to comply with regulations and get them set up as a client. 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 and so on
  • Trading address and registered address, if different
  • Access details for accounting software

Collating this data can be time-consuming so give your client the deadline well in advance. Requesting it in stages may be more manageable.

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 template files, either digitally or as hard copies, for areas such as payroll, correspondence and tax, and add your new client to your accounting 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 may wish to include:

  • 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 cloud accounting software

Introduce your new client to your cloud accounting software early in the onboarding journey so that they can start to get familiar with it. Once you have migrated your client on to your chosen software, you may wish to arrange a meeting to talk them through it.

If you use FreeAgent, we can help to make this step in your new client checklist run smoothly with our collection of helpful resources. From an extensive Knowledge Base to our jargon-busting accounting glossary, we’re here to help get you and your clients off to a flying start.

Related Articles

Got questions?