Client Management Basics: Onboarding Clients & Setting Expectations For Success

[00:00:00] hello hello we have another very exciting video in the client management Series so the topic that I have chosen for you all today on is to do do on your first if I could type first call with a new client exciting yay new client all right so hopefully at this point you've already scheduled your call or someone is scheduled your call if there's someone else you know on your team or in your company that handles all that so you have your call scheduled which is numer Uno and then once you're in your call I've written some to-dos kind of things that I really think are important to just touch on within the first call in some capacity to set you up for Success moving forward and those are voila so number one get to know them the client build the foundation for a professional friendship so notice how I say professional friendship I find that the best success with any anything client management is if you obviously

[00:01:02] you're still being professional because it's work it's work you know but you want to find that perfect balance of professionalism and friendship and kind of just be right there in the middle because most likely you'll be meeting with this person for at least once a week for first 90 days maybe and probably even longer after that so it's great if you're friends with them and professional friends um it makes it more enjoyable for everyone involved if you're meeting with this person a lot if you're emailing them a lot just a constant communic ation you want to be friendly with them or be friends at least I would imagine um trust me it makes things a lot better and yeah it's just nice to we have friends and then also it really helps set up trust build that trust if they kind of view you in a way as yeah like you know we hired this person for sure to help with our account but also like I trust them I consider

[00:01:55] them to be a professional friend they want what's best for me they want what's best for my business uh all of that my account just makes things a lot smoother and just better energy all that so do that first get to know them ask about them do you have kids what do you like to do what's your Vibe things like that number two ask them about their performance goals so you've probably already had some type of you know onboarding process and if you if you already did then you have an idea of kind of what their performance goals are so then just follow up on that and confirm that all the information you have is accurate but if you don't have the onboarding process like that this is the call when you want to figure out you know on a kind of monthly basis what are some important benchmarks for them so you know they might have a CPA goal they might have if they're still looking at RAS they might have a Ras goal they

[00:02:43] might have a m goal kind of um conversion numbers things like that so you want to figure out exactly what they're going to be looking for so that you can make sure to deliver that so just clarify all that it's going to set you up for major success number three confirm monthly budget so it's always good to just confirm that number since it is you know money that will be spent so you just want to make sure that that is 110% correct um and that's easy peasy there number four is you set their expectations so moving forward this is what you can expect if you're launching some brand new campaigns you know there's going to be a a learning period and things are going to be a little bit slow to start and then also that changes depending on the campaign type as well so you launch a new campaign and then it's a certain campaign type that's also extra like theoretically YouTube you know it's a bit slow to start so you

[00:03:33] have to let them be aware of all that um if you already have your kind of campaign plan built out but if you don't do all that on your first call then setting expectations is like okay next step is we will be compiling ad copy for you to approve and then after that we will be building out the campaigns and then we will walk you through those and you'll approve that and then we'll launch so just like fill them in on what the next steps are going to be in your process whatever that might be then number five is you set that weekly meeting Cadence I am a proponent of always keeping a weekly meeting for a new client for at least 90 days and then from there if you want to change it to maybe a bi-weekly meeting or shift to Total email communication do whatever you want whatever feels best for you what's best for you in that moment and best for your client more importantly best for your client but always keep it

[00:04:22] meeting for the first 90 days because you're still building that trust and there's still a new account there's still a new human being that you're getting to know so keep the meeting so set that up and then lastly just ask them is there anything else that you think I need to know that would be relevant for you the buildout of your campaigns for your account things like that um and you know they might say oh I don't have anything or they might just drop a bomb on you of like o that would have been really good to know I'm glad you told me you never know so it doesn't hurt to ask and that is basically everything that's kind of the um spark note version I can always go into more detail but I figured that we want to keep it around 5 minutes which I think it is now but yeah hope you like this and if you don't well that's fine but just don't tell me that okay bye hello hello so we're kind of switching up the content this time

[00:05:25] around we normally tend to cover all things Google ads right well we thought perhaps people would be interested in more of like a client management type video so walking you through how do you respond to