Secrets to Building a Great Client Onboarding Experience in a Natural Health & Wellness Business

7 min read

If you’re running a natural health and wellness business, you already know just how important acquiring new leads can be. Turning prospects into clients is undoubtedly the most crucial step when it comes to growing a small business.

As a result, it’s only natural that business owners would focus much of their resources on marketing, outreach, and lead generation.

But what happens when you’ve finally turned a promising lead into a client? While some natural health professionals might think that this stage is the end of the road, that’s not exactly the truth.

In fact, the necessary next step (what we call the client onboarding process) is, for all intents and purposes, even more crucial for building a successful business than simply maximizing lead conversion.

So, how can you leverage this process to your advantage? Here’s all you need to know about the journey of client onboarding including industry best practices.

Why Focus on Onboarding Your Natural Health Clients?

First things first, let’s talk about why, exactly, focusing on the onboarding process can go a long way toward helping you grow your business and maintain exceptional relationships with your clients.

What Is Client Onboarding?

Simply put, client onboarding refers to the act of welcoming your new clients into your business and introducing them to your brand.

Of course, your brand-new client will already be familiar with who you are and what you do, but they might not know the specifics of how your services work and how you operate as a professional. The onboarding process is your chance to clarify all doubts and set up a clear timeline, as well as to show them why they have made the right decision by working with you.

Generally speaking, this part of your client journey is when you confirm the appointment date and you ensure they have the proper new client paperwork for their first visit.

The specifics of what this process will involve for you and your clients will, of course, always depend on the type of practice you are creating, brick and mortar or virtual. The most efficient way to leverage your time is to ensure the client has completed all assessments possible and have necessary documents prior to the first visit.

The Benefits of Streamlined Client Onboarding

Whatever your preference may be when it comes to specific onboarding steps, the main reasons why a streamlined client onboarding process is so crucial remain the same: Setting expectations, clearing out misunderstandings and doubts, understanding your client’s needs, and establishing great communication from the get-go. Not to mention, leverage of your time and avoid client burnout, which occurs without a system.

While we will explore all these benefits further as we reveal our secrets for exceptional client onboarding, we want to highlight what is possibly the biggest advantage of having a clear, repeated onboarding process: Retaining more clients. You might already know that retaining clients is considerably more cost-effective (and time-saving!) than constantly acquiring new ones, and yet, only 18% of companies focus on retention more than acquisition.

Great customer service and attention to detail are considered the driving factors for increased customer loyalty and client retention. As a result, it’s not surprising that providing that service and communication at the very beginning of your client’s journey will get you the best head start possible.

Establish that communicative, open relationship with your clients early on and they’ll follow you until the end of the road!

Seeing Onboarding as Part of the Wellness Journey

When it comes to running and growing a natural health and wellness business, another incredible benefit of establishing great client onboarding practices is that it allows you to deepen your client’s wellness journey from the very start.

Operating in the natural health sector means you’ll be working with clients who value honesty and communication above all, and who are eager to find a consultant able to help them thrive and reinvent themselves.

Listing your services, beliefs, and qualifications on a page can only go so far if you’re looking to give them the tools they need to achieve their health goals — the onboarding process is what will help you create a precise roadmap for the clients that need it the most.

The best way to think of client onboarding, in fact, is to see this stage as an intrinsic part of your client’s wellness journey. It is inextricable from all the coaching calls and product consultations that will come right after.

So, whether your personal onboarding process involves a first-touch call, a comprehensive welcome email, or a complimentary eBook and newsletter, making the most of this opportunity is the EPIC way. Prepare your client for the journey ahead, make sure you understand their goals completely, and you’ll get them a step closer to where they want to be!

Seeing Onboarding as Part of the Wellness Journey

Our Top Tips for Natural Health and Wellness Client Onboarding

So, how can you ensure you’re doing everything right to make the best first impression, eliminate all doubt, and set out a clear path for the client journey ahead?

Client onboarding can be as simple as an automated welcome email, but if you really want to make your practice stand out, here are some of our top tips for creating a frictionless onboarding routine:

Tip #1: Make It Special

If you want to capture your new client’s loyalty from the get-go and maximize retention, a simple and impersonal welcome message won’t do. One of the best ways to present your high-quality service for what it really is, is to personalize the onboarding process as much as you can.  Conscious communication practices will easily get you there in no time.

What do we mean by conscious communication?

This is essentially the right verbiage for affirming your expertise to a new or prospective client, including strategic phrases you can incorporate into any client conversation.

In short, you’ll want to make sure you’re using all the right words for establishing your credibility while building your confidence and your unique offer as soon as the first introductory email is sent. All of these are included in our Business Academy program itself as a module.

Along with having a clear brand and expressing your beliefs in a way that’s authentic to you, you’ll also want to make sure you’re personalizing this communication. Ask questions and address doubts or any other questions your new client might have asked themself throughout the lead generation process.

Tip #2: Map Out the Journey

Clarity is at the heart of a successful natural health coaching business, so you’ll want to ensure you’re using the client onboarding time efficiently and setting out a concrete roadmap of how you’ll be making a difference in your client’s life.

The best way to do this is to have a clear blueprint of what will come next at each stage of the journey, so you can plan your appointments accordingly and make your new client feel prepared for what’s to come. We offer this training on creating the best onboarding process in order to streamline and establish a system within our Natural Health Business Academy.

Establishing a system to ensure consistent onboarding practices will ultimately ensure more work life balance, versus searching for documents and next steps for your client.

Tip #3: Pay Attention to What Clients are Saying

The client onboarding process is the most crucial time when it comes to understanding your client’s motivations, unique health needs, and lifestyle.

This is your chance to understand how you will optimize your wellness plan to fit their specific needs and goals, so whether you’re just sending a form or having an introductory call, asking questions and listening attentively is of the utmost importance. It will allow you to assess their current situation and gauge what the scope of your work with them will be — not to mention, this is also the perfect time to refer out in the event you are not a good fit for their goals!

Tip #4: Set Expectations

By the same token, the onboarding process should be your time to lay out all the cards and set clear expectations for what your work is going to look like.

This includes setting out appointment dates, email availability, payment plans, and all the other fundamental technicalities your client needs to be on board with before you begin your journey. On top of that, setting expectations also involves presenting your business practices and clinical beliefs to ensure your relationship is free from any misunderstanding — what you say in the onboarding process is what you will deliver, simple as that.

Tip #5: Systematize Your Client Onboarding Process

As your business grows and your availability shrinks, you’ll want to make sure you are putting in the work to scale your practice and that you retain the same exceptional client onboarding practices.

In order to consistently deliver a great experience, you’ll need to systematize your client onboarding routine by repeating the same steps and offering the same resources and documentation to all clients. This might include sending out automated emails and reminders, as well as creating a handy workflow schedule to keep track of what part of the stage you’re at for each client.

Remember that all the best client onboarding processes are easily repeatable and scalable, so learn from your mistakes and only keep what’s working best for your next client!

Tip #6: Block Off Time for Consistent Engagement with Your Wellness Clients

Finally, even after the onboarding process is completed, make sure to keep in touch with each one of your clients outside of scheduled appointments and consultation calls.

If working as a solopreneur finding the time can be challenging to continue the engagement process of client retention.  This is why having a nurture  email campaign with ready made templates will help you leverage your time and resources.

Consistent engagement is key for boosting client retention and ensuring you get the best references great service can buy. Your job is to advise and follow your clients as they revolutionize their lives and become the best versions of themselves. Cheering your client on every step of the way is essential to becoming the professional anyone would want to work with for years to come!

Take Your Natural Health and Wellness Business to the Next Level

Confused or overwhelmed? Mastering the client onboarding process is far from easy, and that’s exactly why we’re passionate about providing you with all the resources you need to improve.

Whether you’ve just launched your natural health business or you’re looking to improve specific areas of your practice, our goal is to support your work and your ambitions every step of the way.

We do this through a practical, professional six-month program and interactive support sessions with natural health practitioners. Our Business Academy also offers you all the tools you need to start a successful wellness practice and scale your current business, client onboarding education included.

We want to help you turn your passion into profit without any of the boring book-learning, and all of the practical training instead — get in touch today to take your health and wellness business to the next level!

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