🧾 SYSTEM 5: Onboarding
Goal: Turn new customers into raving fans from the start by delivering a smooth, confident, and professional first experience.
🔍 The Outcome
Customers feel supported, informed, and excited from day one — leading to fewer complaints, better reviews, and more referrals.
🚧 The Problem
Many businesses “go silent” after the sale. Customers are left wondering what’s next, and that uncertainty kills momentum and trust.
🧱 Framework:
The W.E.L.C.O.M.E. Onboarding Method
1. Welcome
– Make them feel appreciated and excited to work with you.
This is your first impression post-sale — make it warm, clear, and memorable.
Questions:
- What message do you send immediately after a new client signs up?
______________________________________________________ - Does it include a thank-you, celebration, or personal note?
______________________________________________________ - Could you add a video, gift, or special touch to make it more impactful?
______________________________________________________
2. Expectations
– Set clear timelines, next steps, and what to expect.
The #1 cause of customer frustration is unclear expectations.
Questions:
- What do you tell new customers will happen next?
______________________________________________________ - How long will things take? Who should they expect to hear from?
______________________________________________________ - What questions or concerns do you need to answer early?
______________________________________________________
3. Logistics
– Collect and confirm all the necessary details.
Don’t let small details cause big problems. Make sure everyone is on the same page.
Questions:
- What info or access do you need from the customer before you begin?
______________________________________________________ - What documents, invoices, or confirmations do you send?
______________________________________________________ - How do you make sure the job is ready to start on time?
______________________________________________________
4. Confidence
– Reassure them they made the right choice.
Even excited buyers sometimes experience doubt. Proactively address it.
Questions:
- Do you send testimonials, case studies, or guarantees after they sign up?
______________________________________________________ - How do you reinforce that they’re in good hands?
______________________________________________________ - What can you do to reduce buyer’s remorse within 48 hours?
______________________________________________________
5. On-Ramp
– Guide them through the first step of your service.
The first experience sets the tone for everything else.
Questions:
- What’s the very first thing the customer will experience?
______________________________________________________ - Who leads or manages this step?
______________________________________________________ - How do you make it easy, clear, and successful?
______________________________________________________
6. Milestone
– Help them experience a small win quickly.
Quick wins build momentum and reinforce value.
Questions:
- What’s the first visible result or milestone your customer will see?
______________________________________________________ - How do you celebrate or hiIntent Company App (ICA)ight that moment?
______________________________________________________ - Could you add a bonus, gift, or message of encouragement here?
______________________________________________________
7. Engagement
– Keep communication flowing during onboarding.
Silence creates stress. Proactive updates create trust.
Questions:
- How often do you check in during the first 7–14 days?
______________________________________________________ - What updates or messages do you send?
______________________________________________________ - How do you ask for feedback early to fix any issues?
______________________________________________________
🛠 Build Plan
- Write a “Welcome + Next Steps” message
- Create a checklist of what you need from the customer
- Build a “What to Expect” guide or video
- Identify the first milestone and how to celebrate it
- Schedule 1–2 check-ins in the first week
- Automate any reminders or updates using Intent Company App (ICA)
💡 Pro Tip
Customers decide in the first 48 hours whether they’ll refer you. A smooth onboarding creates confidence and loyalty that lasts.