Reeling in a new customer is not an easy process. You’ve spent hours on your pitch and little by little you’ve closed the sale. It would be such a shame to lose the customer at this point but sadly many businesses do due to poor customer onboarding processes.
This is your chance to build a relationship with your client and reaffirm their decision to do business with you. Carefully planning your onboarding process will improve the way you do business and help you create a great reputation for yourself in your sector.
Common onboarding mistakes to avoid
Avoid these all-too-common onboarding mistakes to grow your business and get your customers’ chins wagging.
- False promises. If there’s one thing that really angers a customer, it’s a false promise. Don’t make a promise and try and figure out how you’re going to fulfil it later. Only commit to something if you know you can do it. When a customer feels like they have been lied to they won’t hesitate to spread the word about your business.
- Leaving customers to figure things out for themselves. Too many businesses feel like their product speaks for itself and that once the customer uses it, they will understand exactly what you’ve been talking about all this time. This couldn’t be further from the truth. Even if you have a fantastic, self-explanatory product, taking the time to guide your customers so that they’re getting the best value for money is worth it in the long run.
- Lack of transparency around processes. A customer that knows exactly what to expect is a happy customer. The more transparent you are about your team’s structure and your company’s processes, the fewer questions your customer will need to ask. This leads to a lot less frustration on both sides and a stronger business relationship.
- Slow support response rates. A responsive customer support team is what’s going to take your business to the next level. A customer won’t hesitate to turn to a competitor if they feel that their needs are not being met. Put processes in place to ensure that you’re always responding to your customers in a timely manner. Making use of CRM technology is one way to stay on top of your customer support.
- Lengthy sign up processes. When a customer needs to read through and sign a stack of documents, there’s a good chance they’ll become annoyed and reconsider their decision. Your onboarding process should be quick and easy so that your customer can start benefitting from your products or services as soon as possible.
- Making assumptions. It’s important to always put your customer’s needs first. While you might think that your product is the best thing since slices bread, if it’s not meeting your client’s specific requirements it won’t be of much use to them. Don’t assume you know what your customer needs, instead take the time to understand each client’s requirements before you present to them.
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