Customer Onboarding, Do You Overlook This In Your Business?

Introduction

Today let’s focus on an often-overlooked area,  customer onboarding.

What do I mean by customer onboarding?

It’s how you transition a client from the sales process into the fulfillment process.

We put a lot of effort into marketing, bringing in leads, and converting them into sales. But, often, customers feel a slowdown once the sale is made.

It’s like you've received their money, and then... silence.

Let’s talk through how you can improve your onboarding process and make sure your customers feel supported throughout. I'd love to hear your feedback — are you already using these onboarding strategies?

If not, let me know how you're handling it.

Who Is Finalising the Deal in Your Business?

Let’s assume you’re not dealing with e-commerce sales but a service business, where someone — an account manager, salesperson, or sales manager is involved in closing the deal.

Here’s the thing: when the sale is made, onboarding should start immediately. The client should never feel like they've been left hanging after the sale.

As soon as the deal is finalized, communicate clearly with the client about the next steps.

Schedule a follow-up call with the client services, customer services, or operations manager to formally introduce the person who will be helping them through the onboarding journey.

Pro Tip: If possible, do this via video. People want to see the faces of the individuals they’ll be working with. It builds rapport, sets clear expectations, and adds a personal touch.

What’s Your Onboarding Agenda?

A solid agenda will help keep everything on track. Here’s what you should cover:

• Step 1: Set clear expectations. Outline the steps that the client will experience. Whether it’s setting up their account, gathering information, or a project kick-off,  Be upfront about the timeline and processes.
• Step 2: Identify key stakeholders. Often, the person who made the purchase may not be the person managing the project. It’s critical to identify and involve the right people early on.

Once you’ve mapped out the onboarding process, it’s time to track everything. Use tools like Teamwork, ClickUp, Asana, or Trello to create a visual timeline.

For just a few pounds a month, these tools can help you manage expectations and keep everything on track.

The Timeline: When and How?

Now that you've set expectations, it’s time to talk about what’s needed from your client. Be sure to ask for anything you’ll need from their team, whether that’s logins, product information, or team contacts.

Don’t skip this step.

Make sure both you and your client are clear on deadlines and responsibilities.

And here's an additional personal touch: After your call, send a handwritten note or even record a quick personal video saying “thank you” and welcoming them to the process.

This small gesture goes a long way in making customers feel valued.

Check-in with Surveys

Here’s where many businesses fall short. They think onboarding is complete after the first meeting or two. But it’s important to keep engaging with customers even after the onboarding process.

After the first 10 days, send an NPS (Net Promoter Score) survey asking:

• "How’s the experience so far?"
• "Have we met or exceeded your expectations?"

This allows you to course-correct quickly and ensures your customer feels heard and supported.

Setting the Right Expectations

One of the key benefits of a solid onboarding process is setting expectations. When your clients know exactly what’s coming and when, it eliminates that sense of uncertainty.

As a result, you reduce the chance of buyer’s remorse and encourage more trust and confidence in your relationship.

This early stage sets the tone for long-term advocacy, referrals, and repeat business.

Closing Thoughts

I want to hear from you:

• What does your customer onboarding process look like today?
• After reading these tips, what areas do you think could be improved?
• And if you’re already excelling in this area, what tips can you share with us to improve further?

Always here to help you start, grow, and thrive. Let me know how I can support your next big move.