You found a great client, you had an amazing discovery call and now you want to get started. But how do you onboard a new client as a Virtual Assistant? What do you need to send new clients when you onboard them?

All of a sudden you feel the fear creeping in.  What if I mess up this part and they think I don’t know what I’m doing?  Actually the fear of looking like a dick in front of your client is probably worse than the fear of ending up in the midst of a legal battle to rival Rooney-vs-Vardy!  Side note – that won’t happen – but we all have these thoughts, right?

Onboarding is easy, but many of you seem to REALLY over-complicate it and start thinking about sending the poor clients ‘packs’ of stuff to read.

Read on and you’ll be relieved just how easy onboarding is.

On-boarding Tip: Number One

Whoa! Don’t go overboard (see what I did there). Don’t overwhelm your client, you’ve probably told them a million times, up to now, how you’re here to ‘save them time’ and will ‘make their lives less overwhelming, so bear that in mind when you come to onboarding.   

This is the first professional interaction they will have with you, as a client, so make it easy on them.  Keep it slick but simple.

On-boarding Tip: Number Two

Stop worrying about it, and over-thinking things. It really is easy once you know how.

You’ll need to have terms of business, as a Virtual Assistant, to send the client, this can also sometimes be called a ‘contract’. When purchased from KoffeeKlatch it comes with a fabulous Booking Form where you’ll list all that’s needed. For example; scope of work, cost, contact details, start date, what you need to get started, etc.

You may also need to send over a data processing form, which is also included in the Terms of Business price! KoffeeKlatch’s website tells you in what circumstances you’ll need that.  They are fantastic value, you buy them once and you can use them for all future UK clients.  KoffeeKlatch Virtual Assistant contracts will stand up to the UK law and they’re updated when needed. If you use my affiliate discount code over on the KoffeeKlatch checkout you’ll get a 10% discount – CATH10

Please don’t rely on something you can buy from a random site on the internet or download for free as it a. may not cover current UK laws. b. might be written by someone’s sister’s best mate who ‘studied’ law at GCSE or c. bears zero relevance to the VA world. It really is worth investing in these from the professionals who know our business model very well.

On-boarding Tip: Number Three

We complete the booking form for the client. This is another part of making it easy for the client to just sign (electronically) and worry about nothing else.

KoffeeKlatch also give you access to videos that show you how the Virtual Assistant booking form should be filled in.

You’ll fill in the booking form with what you’re going to do and by when and how much they’ll pay, etc.  You’ll have discussed this on your discovery call and if you find that you haven’t then make sure you follow up by email before sending over any terms.

The client will fill in the data processing form, the form has advice notes on how to fill it in to make things super easy.

Send the docs using electronic signing software, we don’t need to be popping down the post box and waiting several days anymore, this is 21st century stuff right here baby!  

I use Xodo, which was Eversign, and you can send 3 contracts a month for free using this.  You upload the documents in PDF format and the client signs the forms electronically. It’s great!  You can see when they’ve been opened, signed, the whole process so no sitting around worrying if they’ve received it.

Avoid starting any work or spending any time on getting login details, etc from the client until they’ve signed this and done the next thing too…

On-boarding Tip: Number Four

Please don’t start any work for a client until they’ve paid, at least, a deposit up front. Mention this on the discovery call so there’s no surprise for them.

I usually wait for them to sign the contract and then send the invoice over and only then do I start any work / give any time to the client.

If you need login access to any client systems, then you’ll need to email them requesting this.  If you’re providing email and diary management (which is the most popular service requested of VAs) then I have a client questionnaire with everything you need to ask in my email and diary management course. Remember to keep things simple and they’ll love you for it!

Before sending an email for information have a look at their website to see if the information is available there.  It shows initiative and is one less thing to bother them with.  Only ask for the information you need, not only does this take them less time but from a GDPR point of view it’s good practice.

You could ask for the information in a Google form if they’re tech savvy, but think about what’s quickest for them.  This again makes it clear what you want and saves them time.  If you do ask for the information in an email, keep it short and sweet.

On-boarding Tip: Number Five

One thing you absolutely don’t need to send to a client is a welcome pack.  It seems like a nice thing to do but they are giving you work as they don’t have the time to do it themselves generally so another document to read through is not what they need.  You’re not selling them a house that’s not been built, there ain’t no need for a swanky brochure.

All the information they need about you will be on the booking form, which they have to read, so keep it to that.  

The easier you can make the onboarding process the more likely you are for the client to sign the contract. Make it too arduous and you’ll be ghosted! Keep it slick, keep it simple!

If you prefer visual references take a look at my Enquiry to Onboarding Training. It’s the missing piece to many a VA’s business.