Our thoughts

Onboarding of clients

I recently did a talk to a group of learning professionals. We explored how we as learning professionals can help our clients get the best out of us. It dawned on me early on that many people attend training courses or intervention because they have been told that they should – either by a line manager, a colleague recommending it or even worse, a sheep dip approach.

As a coach, I treat the onboarding of a new client with utmost importance. It is a fine dilemma between value and revenue. By this, I mean, value for the client. I want to ensure that we are

a) not only met in terms of chemistry, but also that I have the necessary skills to make the clients experience of value to them – and

b) revenue, because I am not attached to the revenue as I am totally focussed on the outcome for my clients.

Taking this into facilitations (and I deliberately use this word), our facilitations must therefore follow the same route for onboarding. This is not always possible due to client stipulation, but the concept of ensuring satisfactory onboarding to a facilitation is key.

· Do the attendees (or audience as some of my colleagues refer to it) really understand what they are there for?

· Does the audience understand what outcome they are seeking as well as what experience works best for them as an individual?

This really does start with us – the facilitator, coach, mentor, etc… Is this not a responsibility that we have in ensuring that when we work with clients, their experience from before they engage with us through to exit of the ‘process’ is exceptionally great?

Perhaps we should revisit some of the relationships that we have with our clients. Perhaps we should ask more questions about how we can improve our contact, not just with them but with the cohorts, or individuals that we deliver too?

Perhaps we should understand a bit more about how we can improve as a learning professional? How can we improve in onboarding of our learning audience? What can you do to improve your practice?