P R I C E L E S S W O R K B O O K F I V E

A F T E R T H E B I G ‘ Y E S ’

“The trust that a customer has in your company and in you strongly outweighs the techniques you use to sell.

Establishing trust is better than any sales technique.”

— M I K E P U G L I A

Priceless is an online program designed to help women coaches and

consultants have genuinely soul-fuelled and outrageously effective

selling conversations with prospective clients, so they never again have

to worry about feeling (or sounding) like a used car salesman. This

workbook complements Module 5 of Priceless and should be read and

completed in that context.

Even once your new client has eagerly committed to work with you, from time to time, you may experience a new client change their mind about going ahead.

Well thought out and implemented stick strategies and onboarding can help reduce your attrition rate and keep excitement and commitment high.

Even if your new client is committed to working

with you, solid stick and onboarding strategies

will help build trust and credibility – even

before you actually start working together.

Use this workbook to brainstorm and plan out

the stick strategies and onboarding process

that will work best for you.

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Y O U R S T I C K S T R A T E G I E S

Stick strategies are especially useful and

important to think about when there will be a

delay between when your new client commits

to working with you and when the work will

actually start.

I think of stick strategies as a type of pro-active

customer service because (depending on your

industry) incredible customer service heightens

perceived expertise, builds your credibility, and

continues to represent your brand values long

after the official decision-making conversation

has ended. Stick strategies help reduce buyer

dissonance, build your relationship, engage

clients and promote enthusiasm.

Which of these example stick strategies could be appropriate for your clients?

Asking your client to complete an initial questionnaire or workbook;

Sending your client a series of emails with specific activities to complete or

questions to ponder in advance of you working together;

Sending your client a tangible welcome pack or gift;

Asking your client to accept meeting invites in their calendar; or

Sending a series of fun reminders in the lead up to your first session.

Pro Tip: Be cautious of sending gifts to corporate or government clients as they may need to

comply with stringent reporting/disclosure requirements for gifts. In extreme cases, inappropriate

gifting could see you lose the client instead of keep them excited to work with you. Always be

mindful of, and work within, the client’s context.

© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 4

Use the following space to brainstorm and customise your own stick strategies.

© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 5

Y O U R O N B O A R D I N G P R O C E S S

Onboarding is the process of inducting new

clients and setting them up for success

working with you. Great onboarding can feel

streamlined and fun for new clients, and helps

build your credibility right out of the gate.

Depending on your industry, expertise and

brand values, onboarding clients might involve:

• Signing contract agreements;

• Initial invoicing and payment;

• Sharing an initial questionnaire, workbook,

or series of activities for them to complete

in advance of their first session with you;

• Organising access to shared folders or

drives;

• Confirming contact details;

• Familiarising them with certain policies;

• Introducing other team members;

• Clarifying expectations; and/or

• Forward booking sessions/appointments/

milestones.

An effective onboarding process doesn’t need

to be onerous. Here’s an example onboarding

process map to inspire you to create your own.

© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 6

EXAMPLE ONBOARDING MAP

© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 7

WHATSend invoice/receipt and program agreement

WHEN Immediately after meeting

HOWEmailed via Freshbooks + eSign Tool

WHO VA

WHAT Reminder #1 (If required)

WHEN 2 days after initial email

HOW Email template

WHO VA

WHAT Schedule in sessions

WHENImmediately after agreement signed + payment made

HOW Email template + timetable links

WHO VA

WHAT Set up shared project space

WHENImmediately after agreement signed + payment made

HOWEmail template + Dropbox + initial workbook

WHO VA

WHAT Welcome pack sent to client

WHENImmediately after agreement signed + payment made

HOW Dripfed email sequence

WHO Me

WHAT Reminder to submit completed workbook

WHEN 5 days before initial session

HOW Email template + workbook

WHO Me

WHAT Reminder about upcoming session

WHEN Day before initial session

HOW Email template

WHO Me

Y O U R O N B O A R D I N G M A P

To create your own onboarding map brainstorm

how, ideally, you’d like to onboard new clients.

Identify each main step/milestone you’d like to

cover and all communication you’ll have with a

new client. Think through key dependencies

and timings, and draft out your onboarding

sequence using the space below.

Once you’re done, review your map and ask

yourself:

• How can I make this process represent my

brand values?

• How can I delight my new clients and

exceed their expectations?

• Can I combine any steps to streamline the

process?

• Can I create templates for certain steps or

automate parts of this process?

Pro Tip: Include reminders you might need to

send out.

© Copyright 2015 Betty Means Business. All rights reserved.P R I C E L E S S | Workbook Five | Page 8

Y O U R A C T I O N I T E M SMy action items from this workbook are:

TASK DUE DATE

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P R I C E L E S S