This Simple Onboarding Hack Transformed My Business Overnight
Takes notes.
Yesterday, I was in an onboarding meeting for a company called MEWS.
I invested in a hospitality business with two locations, one in Colorado and one in Costa Rica. MEWS is the software company that manages all the room inventory and handles bookings.
We signed up for the software, and as a result, they onboarded me.
I was so impressed with the onboarding experience that I immediately started creating an onboarding presentation for The Shop.
Here’s how I am creating an unforgettable onboarding experience. I hope you can apply my findings to your own business.
LFG. 🔥
1. Present the Experience
The onboarding meeting was more than just a casual introduction. Our onboarding rep brought a short presentation with slides and screenshots, giving us a detailed set of expectations.
In my view, this is an extension of the sales process. During the sales process, we asked all the “what” questions. In onboarding, we got to ask all the “how” questions. After the meeting, I felt like we had made the right decision.
2. Present the Timeline
When I saw the slide outlining the timeline, I immediately realized a gap in my own business. For the last 10 years, I have never truly presented a new customer with a timeline.
The timeline told me exactly what we would do and when we would do it.
Setting up the tech stack is relatively complicated, so I was relieved to know I would have support throughout the process. For The Shop, the process isn’t as complex, but new customers will appreciate knowing when they can expect work to begin and in what order.
3. Send All Onboarding Documents at Once
One of the biggest challenges in my business is getting information from customers. To do our jobs effectively, we often need:
WordPress logins
GBP admin access
DNS logins
Hosting logins
Logos
In the onboarding meeting, the rep made it clear that she would send all necessary emails at once. She gave me a heads-up and asked me to take a few minutes to complete everything for a smooth process.
Brilliant.
It seems like a small thing, but chasing customers for information is a huge waste of time. I have been sending information requests as needed, but why not send everything at once, ask the customer to commit to one block of time, and be done with it?
Now that I see this, I feel foolish for not implementing a better process sooner. But that’s why we keep learning.
4. Create an Education Platform
In the screenshot above, you can see emails from “university.” That’s MEWS University, an online education platform designed to help me learn the system before each onboarding call.
I don’t have a tech product that people need to learn to use, but I can create videos that show the value of what we do and why we do it. Depending on which services a customer buys, I can send them different videos to set expectations for results and explain the effectiveness of our work.
Onboarding for the Win
Now that I see the different levels of onboarding, this is a big priority for the week.
How have I not done this already?
When new customers sign on, the moment they feel the most anxiety is at the beginning. That’s why getting off to a great start is so important—it alleviates their anxiety and reassures them that everything will go smoothly.
Creating a more structured onboarding process where I take control, rather than sending passive emails about what they need to do, will improve my business and provide better results for customers.
It’s a win-win. I’ll show you what I created next week when I’m done.
Love you guys. Talk to you tomorrow
Tim
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