Automation is every busy business owner’s dream—less time spent on repetitive tasks, more time focused on growth. But when it comes to onboarding clients, the personal touch can make or break a relationship. So, how do you strike the perfect balance between automation and creating a connection that leaves your clients feeling valued?
The answer lies in using automation to handle the groundwork while reserving the personal touches for moments that matter most. Let’s explore how you can save time, impress your clients, and maintain that human connection all at once.
1. Automate the Essentials
Start by identifying the repetitive, time-consuming tasks that don’t require a personal touch. These are perfect candidates for automation:
- Contracts: Use tools like Dubsado or DocuSign to send, sign, and store contracts digitally.
- Payments: Automate invoices and payment reminders using platforms like Stripe or QuickBooks.
- Welcome Emails: Set up automated email sequences to introduce clients to your services and outline next steps.
Pro Tip: Pair automation with client-friendly tools. For example, include links to videos or step-by-step guides in your emails to make the process as clear and engaging as possible.
2. Build in Approval Processes for Personalisation
Automation doesn’t mean every message has to be generic. Create templates for your emails, contracts, and documents that can be quickly customised. This way, you still save time but ensure each client feels like their experience is tailored just for them.
Here’s how to make it work:
- Use placeholders: Tools like Dubsado or HoneyBook let you insert client-specific details (e.g., names, project goals, or timelines) into pre-written templates.
- Add an approval step: Before automated emails are sent, review and tweak them to include a personalised note or specific instructions. This way, clients feel valued, not like just another number.
Example:
Template: “Hi [Client Name], welcome to [Your Business Name]! I’m excited to work with you. Attached is your personalised roadmap to get us started.”
Customise: Include a unique sentence about their goals or your recent conversation.
3. Use Video and Audio to Add a Human Touch
Videos and voice notes are powerful tools to personalise your client onboarding while still leveraging the efficiency of automation. These formats let clients see and hear you, creating a stronger connection right from the start.
Here’s how to incorporate video and audio:
- Welcome Videos: Record a short, upbeat welcome video that introduces yourself and explains what they can expect next. Tools like Loom make it easy to share.
- Personalised Audio Notes: After an automated task is completed (like contract signing), send a quick voice note to thank the client or share an update. This can be done directly via email or a messaging app.
Why it works: Clients get the convenience of automation but still feel like you’re personally invested in their journey.
4. Know What to Keep Personal
Not every step in onboarding should be automated. Reserve key touchpoints for genuine interaction, like:
- The initial discovery call or strategy session.
- Answering specific questions or concerns.
- Sharing updates that are unique to their project.
Automation is there to handle the groundwork, but it’s your personal attention that builds trust and sets the tone for a great working relationship.
5. Evaluate and Refine Your Process
Balancing automation with personalisation is an ongoing process. Regularly review your onboarding workflow to:
- Identify steps that could be simplified or automated further.
- Gather feedback from clients about their onboarding experience.
- Add new personal touches that align with your brand as you grow.
Pro Tip: Use analytics from your automation tools to see where clients drop off or need extra guidance. Adjust your process accordingly.
Final Thoughts
Automation and personalisation aren’t opposites—they’re partners in creating an onboarding process that’s efficient and memorable. By automating repetitive tasks, using templates with customisable details, and adding thoughtful human touches like videos and voice notes, you’ll save time while ensuring your clients feel seen and valued.
Ready to streamline your client onboarding and make it feel effortless? Let’s map out a process that balances automation and connection perfectly.
Get in touch today, and let’s make your onboarding process work smarter, not harder.