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That call with a client in Omaha that changed my onboarding
I was walking a new client through our SaaS platform, a mid-size logistics company in Omaha. About 20 minutes in, the ops manager said "just send me the manual, I'll figure it out myself." It hit me that our onboarding was too hands-off, and we lost them after 3 months. Has anyone else had a client that made you completely rethink your process?
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blake7921mo ago
That "just send me the manual" line hit close to home. @claire_young76 that Tulsa guy sounds like a total brick wall, some people just refuse help no matter what.
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Just send me the manual, I'll figure it out myself." That line stung when I read it because I used to think onboarding was basically just handing people the tools and letting them go. I was all about giving clients space and not being pushy, figuring they'd ask if they needed help. But a guy in Dallas did something similar to me, said he'd read the guide later, and then vanished. It made me realize some people just need you to be there and guide them step by step, not assume they want to be left alone. Now I always check in more during that first week, and it made a big difference.
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