Realized our whole onboarding flow was backwards after 8 months

We kept losing clients in the first week because our kickoff call was just a 45 minute brand deck dump, and I thought people were just flaky. Then one customer in Austin told me they signed because they liked our case studies, but the onboarding made them feel like a number. Has anyone else rebuilt their handoff process after realizing the sales pitch and the actual work were not matching up?

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1 Comment

rayy831d ago

My buddy runs a landscaping company and lost 3 contracts in one month because his crew showed up two weeks late and acted like the client was a nuisance, then he realized he never actually told them what the sales guy had promised. He fixed it by handing every new client a one page sheet with their project timeline and a direct line to the crew lead, and those same 3 clients came back the next season.