Joshua Nelson breaks down a client onboarding system for service businesses: forms, welcome emails, a launch call, a gift basket, and timed deliverables. Map every touchpoint from signup through the first few weeks so clients feel the value immediately.
I want you to create your own stepladder. What does it look like? Are you sending this? Do you have an onboard form? Is there a welcome sequence? Is there a launch call? Is there a gift basket going out? And put some timelines on the right there. How soon do they receive these things? And are there extra touchpoints? You can put them in the in-between steps. But at a minimum, I think we should all be doing these things, and they should be getting a lot of perceived value in the first couple of weeks. So think about your process and how it feels to the customer.
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