094 - Onboarding Customers
Onboarding starts before you meet your client or customer, but it’s a never-ending process. Typically, it’s front-loaded with crucial information that you need to seek out from whomever you’re working with. When you don’t take the time to learn about your client or set expectations with them at the start of your relationship, you’ll end up speaking two different languages. That could lead to you not even speaking to each other at all. Figure out what your client is actually looking for and what you can confidently deliver by listening to our real-world advice on the matter.
Show Notes
00:00 – Intro
4:50 – Managing customer expectations
9:00 – Getting started with a customer or client
13:30 – Starts with sales
14:30 – Marcus Sheridan
18:20 – When does onboarding end?
22:00 – Contract vs. Expectations doc.
26:00 – How to set expectations
31:00 – Areas to set expectations
38:00 – Outro
Quotable Moments
“90% of the problems in business are communications.” – M
“Words are one thing but actions are a whole nother deal. People need to see where you’re living it out.” – K
“The handshake kind of deal works with the right people and the right project, but you shouldn’t rely on it.” – M
“Your contract and your expectations document are different. Your contract is there to protect you and the expectations document is to make things clear.” – K
“Your values as a company, your culture as a company will help dictate those expectations for and by those employees.” – K
“It’s not all about what you expect from a customer but what the customer expects from you too.” – M
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