💼 Module 34: Client Onboarding Experience

Design a seamless onboarding process that builds trust from day one.

⏱️ 60–90 mins Difficulty: Intermediate
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By the end of this module, you’ll have a complete, professional onboarding system: welcome email + packet, intake form, scheduling, expectations, and support channels—ready to copy, paste, and use today.

2. Why It Matters

Onboarding is where commitment turns into confidence. A clear, supportive start reduces cancellations, sets boundaries, and makes clients feel cared for and prepared.

A consistent onboarding flow also saves you time, keeps everything organized, and creates a premium brand experience that drives referrals and retention.

3. Step-by-Step Guide

1

Send a Branded Welcome Email + Packet

Immediately after purchase/booking, send a short welcome email with your “Start Here” packet (program overview, policies, what to expect, links).

Pro Tip: Keep it to one link hub (e.g., a Google Drive folder or Notion page) so nothing gets lost.
2

Automate Scheduling & Reminders

Include your calendar link to book the kickoff session. Turn on email/SMS reminders to cut no-shows.

Pro Tip: Add an intake form redirect after booking so data collection happens automatically.
3

Collect Intake & Consent

Use a concise form for health history, goals, preferences, and lifestyle basics. Include consent and disclaimer language.

Pro Tip: Make required fields minimal; add optional follow-ups later to avoid form fatigue.
4

Set Expectations & Boundaries

Review session cadence, rescheduling policy, messaging channel, response times, and homework flow at the kickoff session.

Pro Tip: Use a one-pager “How We Work” and ask the client to confirm in writing.
5

Activate Support Channels

Invite clients into your chat/app/community and share how to ask questions, submit wins, and access resources between sessions.

Pro Tip: Pin a “Start Here” message with 3 quick actions to post in week one.
6

Deliver a Kickoff Win

End the first call with a small, specific action (e.g., a simple breakfast plan + 10-minute walk) to build momentum.

Pro Tip: Send a same-day recap with 1–2 micro-goals and the next session date.
7

Log Everything in Your System

Store forms, session notes, goals, and tasks in one place so you can track progress and show results.

Pro Tip: Use templates for notes and goal-tracking to keep it fast and consistent.

4. Examples & Options

Real-World Example: After checkout, a coach’s email fires with a Drive “Start Here” folder (Welcome PDF, Intake Form, Calendly). Client books, fills the form, joins a WhatsApp thread, and receives a kickoff recap with 2 micro-wins. Retention improves and first-week momentum spikes.

DIY (Free/Low-Cost)

Gmail + Google Drive folder hub + Google Forms + Calendly (free).

Mid-Level (Affordable)

Notion client hub + Typeform + Calendly Pro + Canva packet.

Advanced (Premium/Outsource)

Practice Better / CoachAccountable portal + Zapier automations + VA setup.

5. Common Mistakes to Avoid

  • ❌ Scattered links in multiple emails — Instead: Use one hub page/folder.
  • ❌ Long, exhausting intake forms — Instead: Ask essentials now, deeper items later.
  • ❌ Vague boundaries — Instead: Define response times, channels, and reschedules.
  • ❌ No kickoff momentum — Instead: End with 1–2 doable actions and a recap.
  • ❌ No documentation — Instead: Template your notes and save everything centrally.

6. Quick Win Highlight

💡 Quick Win: Paste your scheduling link into a prewritten welcome email and save as a template (“Canned Response”). Use it for every new client today.

💬 DM Prompt
“Welcome aboard, [First Name]! 🎉 Your next step is to book our Kickoff Session here: [Link]. After booking, you’ll get a quick intake form so I can personalize everything for you.”
Mark Complete ✅

7. Mini-Implementation Exercise

Create your onboarding checklist (copy/paste):

  • [ ] Welcome Email template saved
  • [ ] “Start Here” packet (PDF or Notion) ready
  • [ ] Intake form link connected after booking
  • [ ] Kickoff agenda + recap template built
  • [ ] Support channel chosen + “Start Here” message pinned

Fill-in-the-blank: “Clients contact me via [channel] and I respond within [X hours]. Reschedules require [X hours] notice.”

8. Tools & Resources

Google Forms

Simple, free intake collection with exports.

Calendly

Frictionless scheduling + reminders and buffers.

Canva

Design a branded “Start Here” packet in minutes.

Notion

All-in-one client hub for links, notes, and resources.

Practice Better

Purpose-built client portal for health pros.

Zapier

Automate: after booking → send intake + add to CRM.

9. Checkpoint / Success Criteria

✅ One welcome email template with hub link
✅ Intake form tested and working
✅ Kickoff scheduled within 7 days
✅ Boundaries confirmed in writing
✅ Notes/goals stored in one system

10. Summary & Next Step

  • Welcome + hub link sent instantly after purchase/booking.
  • Scheduling, intake, and reminders automated.
  • Expectations set; support channel active; kickoff momentum created.
  • Everything logged in one place for measurable progress.
Next → Module 35 Retention & Renewal Playbook