1. Be Excited
When you take on new business it can be easy to overlook the fact that for new customers this is an exciting time.
The customer may be trialing SEO for the first time.
They may see SEO as bringing something new and exciting to the business.
Generally, new business contacts will be excited about the opportunity to follow.
From an established SEO delivery team, new business can have a risk of being seen as just another project, which is a dangerous company cultural item requiring fast identification and fixing.
A new customer offers a chance to learn (or increase know-how) within a new industry, get to know new people, and build on strategic skill sets and specialist SEO experience.
Regardless of existing workloads, the day of the week, time of day, personal circumstances, or any other sentiment triggers, everyone who has initial exposure to new business should feel and showcase their excitement for working on the campaign.
Lack of enthusiasm impacts the immediate onboarding of new business substantially and is a simple thing to get right.
2. Include the Customer
It can be tempting for efficiency purposes to only involve the customer with outputs of your efforts. But the best results always come from creating an inclusive and collaborative approach to delivery.
Whether it is long-term roadmaps, initial focus areas or action plans, be sure to take the time out to involve the customer – main contact(s) plus key stakeholders.
Customer face time gives you the chance to reinforce expertise, co-create, collaborate, and keep the momentum behind SEO campaigns.
The more you work together with the customer and position yourself as an extension of their team (this needs to be completed from the outset), the easier it is to:
Get access to make changes.
Remove barriers from implementing items.
Reinforce all of the things that led them to buy in the first place.
It’s also a lot more fun and creative working in integrated ways with customers as opposed to isolated working.
3. Create & Refine Onboarding Processes
When a new SEO customer lands, everyone in the team should have complete clarity on items such as:
- Pre-sales information provided.
- New contacts and company goals/objectives and pain points
- Who does what and when
- Key communication needs
- Important onboarding moments
- Core delivery milestones
- Reporting.
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