Why It’s Important to Manage Your Customer Onboarding


If you have been thinking about how you can make your customers’ experiences better when they go to use your product or service, you might want to think about how involved you are going to be when interacting with them. Some business owners choose to let their team take the lead during customer onboarding, while others will be more active in making sure clients are happy.

While there is no one-size-fits-all solution, it can help to be involved a bit when bringing some new clients on.

There might be misaligned expectations

When you are first bringing on a customer, they might have a different idea of the results that you are going to bring them. Even if you have made sure that your content and your pricing makes sense and you’ve done your best to let them know what the should expect, there might need to be some clarification. As a business owner, you can share stories of success and explain exactly how your product or service can help them.

There could be conflict

Even the best clients can feel frustrated and upset when things don’t go as planned. You might not be the one they take those emotions out on. If you have team members involved in the process of onboarding your customers, then they might be the ones explaining your workflow to your customers rather than you. Before conflict happens, you’ll want to be able to step in and serve as the go-between if necessary. Even if your employees have the onboarding process down pat, it never hurts to be aware of what is going on and how you can step in and help.

There could be simple fixes

Many times, it’s often a misunderstanding between you, your team, and clients when things go wrong. By opening up communication and showing your customers that you care about their results, you’re much more likely to make your partnership work. Most often, if you change a few things in your onboarding process, things are going to run smoother than before. However, you won’t know where the hiccups take place until you work through the process yourself and discover what might need tweaking.

There could be important feedback

Most of all, you will want to listen to your customers and see where you can improve. While it might be a little difficult to swallow your pride in some instances, be willing to make changes is the mark of business that wants to succeed with clients. As a business owner, you will want to sit down with your customers or have a call with them and discuss the areas where you and your team can be better.

In summary

While it can be tempting to abdicate your involvement in your customer onboarding process, this is actually the best time to be building trust and to see where there are any gaps. By being involved, you can create customer relationships that last long-term and happy customers excited to work with you.