If you’ve ever onboarded a new client and felt like things didn’t quite get off on the right foot, you’re not alone. Studies and industry insights suggest that onboarding is one of the most common points of friction in client relationships. A smooth, structured onboarding experience is the foundation of a strong client relationship, yet many businesses unknowingly undermine trust right at the start.
Where Onboarding Can Go Wrong
When a client says “yes” to working with you, they’re placing trust in your business. But that trust isn’t set in stone – it’s fragile. If the onboarding experience is unclear, disorganised, or frustrating, trust drops before the real work even begins.
Some common pitfalls include:
🚩 Lack of clear next steps – Clients are unsure what happens after they sign.
🚩 Disjointed handovers – Sales sells the vision, but service delivery feels disconnected.
🚩 Overwhelming or inconsistent communication – Clients either feel bombarded or left wondering what’s going on.
🚩 Hidden surprises – Unexpected costs, extra effort required from the client, or unclear responsibilities.
Three Ways to Strengthen Your Onboarding Process
So how do you ensure your onboarding process builds trust instead of breaking it? Here are three key areas to focus on:
- Make the Process Crystal Clear
Clients should never have to wonder what’s next. A simple step-by-step outline—even a visual roadmap—can make a huge difference. This should cover:
- What will happen and when
- Who their key points of contact are
- Any actions required on their end (without overwhelming them)
- Create a Seamless Hand-Off from Sales to Service
One of the biggest friction points in onboarding happens when clients feel like they’re starting from scratch. A structured internal handover ensures that:
- The team delivering the service knows what was promised in the sales process
- The client doesn’t have to repeat themselves
- There’s continuity in communication, tone, and expectations
- Check In Before There’s a Problem
Instead of waiting for a client to raise a concern (or worse, quietly disengage), proactively check in. A simple “How is everything going so far?” a few weeks in can surface small issues before they turn into major frustrations.
Time for a Review?
A good onboarding process doesn’t happen by accident. If you haven’t reviewed yours recently, it’s worth asking:
✔ Are new clients getting a consistent and positive experience?
✔ Do internal teams have everything they need to deliver seamlessly?
✔ Is there any friction that could be removed?
The onboarding process sets the tone for the entire relationship—so it’s worth getting right.
Would you like help identifying opportunities to improve your client onboarding process? Let’s chat. Contact Sharon for a complimentary 30-minute discovery call.
Photo: Alex Shute on Unsplash