Empathetic onboarding techniques for clients

Onboarding with empathy

Empathy has been a common thread in the Conversations with customers issue of Digital Entrepreneur. And when we reframe client onboarding from an operational practice to a relationship-building strategy, empathy naturally fits into the equation.

Onboarding allows you and your client to clearly communicate (and agree upon) expectations of the working relationship. This could include timelines, process, deliverables and other details that create alignment and reduce potential misunderstandings surrounding the scope of work. A thoughtful onboarding process also addresses outstanding questions or concerns in a way that helps clients feel supported.

From a business perspective

For the business, empathetic onboarding starts with a deep commitment to understanding the client’s unique needs, goals and preferences. This involves asking thoughtful questions that go beyond the basics, such as learning and communication styles, tangible and intangible signals of success and additional accommodations that could improve the working relationship.

Empathetic onboarding is about asking open-ended questions to explore the specifics of a client’s needs, not just complete a transaction.

Inquiring about how your client best absorbs new information can give you an idea of how to adjust your communication style for clarity and information retention. Asking about your clients schedule, including personal obligations that are important to their daily life helps you meet your client’s need for flexibility or understand the urgency of sticking to a strict timeline.

Adopting empathy in the onboarding process is a proactive, client-centric approach that prioritizes long-term partnership over short-term gains.

From the client’s perspective

From the client’s point of view, empathetic onboarding signals that they are entering into a relationship where their unique needs will be recognized and respected. Here's what the onboarding process might look from their side:

• Feeling seen and valued Open communication makes the client feel that their individual needs will be considered and prioritized.
• Having confidence in the partnership Clients perceive empathetic onboarding as a clear indication that the business is committed to their success. When the business takes time to understand their goals and expectations, the client feels reassured that they are in good hands.
• A customized experience Whether it’s receiving personalized training or having flexible scheduling options, the client perceives the business as responsive and adaptable, which strengthens the overall relationship.

Clear the way for empathy with open lines of communication

Whether you're a coach, a marketing agency, a design firm or a financial advisor, you can start your relationship with your client on a strong note by listening to them without judgment. Demonstrate your genuine interest in their success, by committing yourself to finding systems, tools and solutions that meet everyone’s needs.

And empathy doesn’t end with the kick-off of your onboarding process. Throughout onboarding, continue this mindset of support and guidance. Could an email benefit from a quick video message? Could a check-in meeting be replaced by a shared document where clients can find progress updates?

Bench, a bookkeeping service for small businesses, assigns dedicated bookkeepers to new clients to ensure proper setup and integration of their financial data. In addition to this personalized service, they have detailed guides and video tutorials clients can access on-demand.

Ultimately, onboarding sets both the client and the business up for success. It’s the first substantial interaction you may have with your client and sets the tone for the working relationship. Moxo’s tips to master client onboarding streamline the process, but approaching onboarding with empathy brings a level of trust, confidence and value to onboarding that sets you apart from other businesses.