Pre-Sales and client onboarding are specifically aimed at streamlining the filter process. This process involves prospective clients evaluating and deciding whether or not a service provider is a right choice for them. If the service provider is the right choice, they need to know how to engage with the service provider in a meaningful manner from the outset. In both cases the process should be streamlined by providing key information on the website, empowering prospective and new clients.
CLIENT ONBOARDING QUESTIONNAIRE
An automated client discovery questionnaire or smart inquiry form was recommended from the interviews with three experts. These tools can be used to vet and determine whether CAS should cost a project or take on a potential client. Implementing a smart inquiry to the CAS website will allow me to focus time and effort on clients with a solid potential to sign up for profitable and interesting work.
The questionnaire needs to be concise to get all the required information. However, it also needs to deter time-wasters and people who are simply fishing.
Fig. 1. Wiggett, 2022a. CAS Customer Enquiry Form Questionnaire.
AUTOMATE CLIENT EMAILS
Owing to a lack of onboarding capacity, CAS currently ignores many client requests that are not the right fit for the business. This runs the danger of causing reputational damage or a loss of future business. CAS needs to structure the onboarding phase to manage time efficiently. Ways to implement this are directing potential clients to the website smart inquiry, directly emailing clients the discovery questionnaire, or responding to clients CAS has vetted and wants to pursue.
CAS can save time by having three email drafts for client onboarding.
A polite rejection because the client is not the right fit for CAS.
A polite rejection with a referral to another potential designer who may be able to assist them.
A friendly, enthusiastic email requesting the potential client fill out the discovery questionnaire so CAS can better assist them.
A friendly, enthusiastic email requesting a discovery call with the client to discuss their project further.
Polite rejection email
Subject line:
I got your message
Body copy:
Hey (name),
Thanks for inquiring about working with Ginger Storm.
While I’m incredibly flattered to be considered for your project, at this stage, I just don’t have the capacity to take on new work.
I do wish you the best of luck in finding the right fit agency for your needs.
Yours sincerely,
Storm
Polite rejection with referral email
Subject line:
I got your message
Body copy:
Hey (name),
Thanks for inquiring about working with Ginger Storm.
While I’d love to spice up your brand, at this stage, I just don’t have the capacity to take on new projects.
Now I know that’s not what you were hoping to hear.
But, if you’re interested, I’d be more than happy to introduce you to a designer that may be able to help you.
Let me know if you’re keen and I’ll set it up.
Cheers,
Storm
Invitation to complete the discovery form email
Subject line:
I’d love to know more
Body copy:
Hey (name),
Thanks for inquiring about working with Ginger Storm.
I’d love to know more about your brand and how I can spice it up.
So if you wouldn’t mind, please fill out this short form, and I’ll be in touch to set up a discovery call.
Speak soon.
Storm
Invitation to set up a discovery call email
Subject line:
you had me at hello
Body copy:
Hey (name),
Thanks for inquiring about working with Ginger Storm.
I’m thrilled you’d choose me to spice up your brand.
To get this show on the road, I’d love to set up a discovery call. This is a chance for me to get to know you more and discuss the project in greater detail.
If that sounds good…
Book a time now.
Speak soon.
Storm
List of Figures
Figure 1. Wiggett, S. (2022a). CAS Customer Enquiry Form. [Digital Presentation] Brand and Business Report.