Recently I’ve been working with a client's team to incorporate the brand experience into their onboarding process. Onboarding is an often overlooked brand touchpoint. Most independent business don’t take the time to even develop an onboarding process. Or you’ve been in business so long you unknowingly developed one that has you in a trap of sameness.
When it comes to running a service-based business, your personal brand isn’t just about content creation. It’s about breathing youniqueness into damn near every touchpoint of the brand experience. And that includes the way you welcome and onboard your clients. Let's look at ways you sprinkle some brand love into your onboarding process:
That First Site Visit:
Sweetheart, the first hello is like the opening act of a show—it sets the mood for the whole performance! Make it count by dishing out a genuine welcome. If you haven’t done video content before, now is the time. Make your home page feel like home. Once they hear your voice, everything they read after will have a younique tone. Let 'em feel the vibe of your personal brand that makes them want to engage with the business.
Keep it On Point:
Consistency isn’t just about sticking to one thing; it's about being reliable and creating a vibe they can trust. Your onboarding materials—whether it's contracts, emails, or even your website—should all speak the same language. Keep the visuals, tone, and style consistent. When they see your business brand and connect it with your business brand that’s when your logo, colors, and lexicons begin to make sense.
Show 'Em Some Love:
When you're onboarding new clients, it's all about making them feel special. If you’ve attracted the right audience you know what approach fits their needs and preferences. Use their name, reach out through their preferred channels—whether it's email, phone, or even a handwritten note—and tailor how you talk about your offer to what they're looking for. This personal touch is what sets you apart from the rest.
Listen Up and Keep Up:
Communicating with your clients is more listening and less talking when you’re onboarding. Don’t pull an Aaron Burr on them — talk less, smile more bullshit. Even though you have a framework or process, be open to their suggestions and use that feedback to your advantage. They are telling you how to get them to yes. This shows them you care about their experience and are committed to making it even better.
Building Relationships, Not Just Business:
Remember, it's not just about closing a deal—it's about nurturing a long-term relationship. Make it clear from the start that you're in it for the long haul. You want them to know you see them beyond the transaction. Offer ongoing support, check-ins, or a community they can rely on. Building trust sets the stage for a lasting, meaningful relationship because the a mutual understanding of lifetime value
In a Nutshell:
Your personal brand is the difference everyone is looking for. Limiting it to storytelling and content creation is a waste of youniqueness. Sprinkle that brand magic into every step, and watch relationships flourish, loyalty grow, and your business thrive.
And remember, onboarding isn’t just paperwork—it's a chance to let your brand’s image shine!