4 client onboarding mistakes and how to avoid them

There will be challenges, of course, when you’re running a business and despite wanting everything to be absolutely perfect, inevitably – you take a misstep along the way. 

Your onboarding process is a critical part of your client experience. It sets the foundation on which you can build strong or shaky client relationships for your brand. 

In this article, we have gathered behind-the-scenes knowledge about the dos and don’ts of client onboarding and how you could avoid some of the most common mistakes people make. 

• Not acting fast enough

To begin any business relationship, you need to take the first step! Treat potential leads or any customer enquiries with a sense of urgency and be proactive in your communication. It’s pretty straightforward to get the timing right so nothing got missed. Try to: 

• Lock in a meeting within a week
• Send a follow up email after each phone call or meeting that includes a summary of the points covered, action points until the next meeting and calendar reminder for the next meeting.
• Empty promises and unrealistic expectations

Always be honest. From the get-go, be candid about your expertise, capability and time capacity, instead of just telling clients the things they want to hear to keep them happy (It’s not worth the stress). Tune into what your customers need most from you now, pretend you’re a probing journalist like Leigh Sales and get all the answers you need to more accurately establish what you can deliver. 

• Being vague

Your onboarding process should demonstrate your value, results from case studies so your clients have a good understanding of what you can achieve for them. They will feel confident that they are getting the best service from someone who has their best interest at heart. 

Brokers should clear out any confusion from the first meeting, establish some specific, measurable objectives and a plan to reach them with the clients. Setting up a framework sends a loud and clear message to your clients that you’re serious about achieving great results for them. 

• Inadequate technology 

It’s very often that the remarkable power of technology falls utterly useless in the hands of business owners who just don’t know what to do with it. If you’re a broker who relies solely on getting clients face-to-face, you have two choices: persist to dry yourself in the desert or go find a new fountain of youth. The world is changing whether you’re with it or not. 

Tech disruption brings about compelling tools to make your onboarding process as short and swift as possible, which will save you things that you want more – your time and money. Make your website easy, intuitive and simple enough for your nan to use. Prioritise functionality, keep everything short and sweet. Your visitors s