Client onboarding is a critical part of any business, especially when dealing with high-ticket clients who need clarity and confidence from the very start. In today’s episode of the $4M Strategies™ podcast, Carl J. Cox, CEO of 40 Strategy and 40 Accounting, sits down with Michelangelo Gerardi, to unpack his unique approach to client onboarding. Michelangelo has transformed onboarding from a routine process into a pivotal client experience that reinforces trust, sets clear expectations, and establishes a roadmap for long-term success.
Why Client Onboarding Matters
Effective onboarding is about more than simply welcoming clients—it’s a structured introduction that sets the tone for your client’s entire experience with your business. Michelangelo believes that onboarding calls are an opportunity to guide clients through their journey and, more importantly, reassure them that they’ve made the right decision. A good onboarding process can:
- Reduce buyer’s remorse by reinforcing their choice.
- Establish a foundation of trust and transparency.
- Clearly outline the steps and expectations for success.
- Foster long-term commitment and satisfaction.
Many clients, especially those investing a significant amount, may experience hesitation or even regret after committing to a service. Michelangelo’s strategy is to address these emotions proactively by treating the onboarding call as a “second sales call.” This approach focuses on making clients feel secure, excited, and ready to take the next steps with confidence.
Step-by-Step Guide to a Successful Client Onboarding
1. Treat the Onboarding Call as a “Second Sales Call”
Michelangelo’s first piece of advice is to approach the onboarding call as a continuation of the sales process. This doesn’t mean selling the client on something new but rather reinforcing the value of their investment. Start by reintroducing the benefits and reminding them why they chose your program. Acknowledge the importance of their commitment and express enthusiasm for helping them achieve their goals.
For Michelangelo, this strategy involves affirming the client’s choice and reducing any fears about their decision. By framing the call this way, you’re actively combating buyer’s remorse and boosting their confidence in the program. Michelangelo recounts his own experience of investing in a high-ticket mastermind group and emphasizes how reassurance can make a huge difference in a client’s mindset.
2. Set Clear Expectations from Day One
One of the most common reasons for client dissatisfaction is unmet expectations. Michelangelo highlights the need for transparency and clarity during onboarding. Rather than letting clients come up with their own assumptions, he suggests setting specific expectations. This might include:
- Outlining the key actions clients must take to be successful.
- Detailing how they should reach out for support when needed.
- Reviewing what deliverables and milestones they can expect from your team.
For instance, if onboarding a fitness client, you might emphasize daily habits like drinking enough water, tracking meals, or adhering to a specific workout schedule. For business clients, you could focus on tasks such as sending daily outreach messages, reviewing ad campaigns regularly, or tracking KPIs. Setting these expectations ensures clients understand what’s required for their success and helps them feel prepared and committed.
3. Introduce Milestones and Trackable Goals
Michelangelo stresses the importance of guiding clients through incremental milestones to help them stay motivated and focused. Mapping out specific goals gives clients a clear path forward and breaks down the journey into manageable steps. It also reinforces accountability and enables clients to visualize their progress.
Some examples of milestones could be hitting a monthly revenue goal, reaching a target fitness level, or completing a specific number of outreach messages. Michelangelo suggests working backwards to create a detailed plan, which includes weekly and even daily actions necessary to reach larger objectives.
4. Reinforce Commitment and Address Buyer’s Remorse
Michelangelo emphasizes that a strong onboarding call can dispel buyer’s remorse. High-ticket clients often feel anxious or unsure immediately after a purchase, questioning whether it was the right decision. By addressing this openly and reinforcing their decision, you give clients the confidence to move forward without hesitation.
During the onboarding call, reaffirm their commitment by sharing success stories, discussing what’s possible with their investment, and showcasing the support they will receive. This builds trust and reinforces that they are making the right choice with your service.
5. Create a “Commandments” List for Success
Michelangelo’s “10 Commandments” of success is a powerful tool that clarifies what clients must do to reach their goals. By clearly stating these guidelines, clients have an actionable checklist to keep them on track. Examples might include:
- Checking daily progress reports.
- Engaging in the program’s activities without shortcuts.
- Following specific daily habits or actions to stay aligned with their goals.
For fitness clients, this might include logging meals and workouts. For business clients, it could be creating and following standard operating procedures (SOPs) or tracking KPIs daily. This list serves as a structured roadmap, empowering clients to take ownership of their progress.
Overcoming Common Challenges in Client Onboarding
Michelangelo notes that one of the biggest challenges in onboarding is managing clients’ expectations in the face of unrealistic goals, which are often fueled by marketing hype. Clients might expect drastic results within a short timeframe, like making a six-figure income after a single video post. Managing these expectations is essential to prevent frustration or disappointment later.
Michelangelo’s solution? Addressing these myths directly. By grounding clients in realistic and achievable outcomes, you can help them set more sustainable goals. This approach not only enhances satisfaction but also establishes you as a trustworthy and honest guide.
Key Takeaways for Improving Client Onboarding
- Use Onboarding to Build Trust and Confidence: Treat the onboarding process as an opportunity to solidify your relationship with clients, ensuring they feel confident about the decision they’ve made.
- Set Clear Goals and Milestones: Mapping out a clear path with realistic milestones will give clients a sense of progress and satisfaction.
- Address Buyer’s Remorse Proactively: Combat any second-guessing by reinforcing the value of their choice and the support they will receive from you.
- Reinforce Expectations with a Structured Guide: Providing clients with a “commandments” list or a similar set of clear guidelines sets them up for success and helps them stay accountable.
- Educate Clients on Realistic Goals: Setting realistic expectations at the start helps prevent disappointment and builds a foundation of transparency and trust.
Why Your Business Needs a Strong Onboarding Process
A streamlined, intentional onboarding process isn’t just beneficial for clients; it’s essential for your business. Effective onboarding increases client satisfaction, reduces turnover, and strengthens loyalty. When clients feel confident, guided, and valued, they’re more likely to become long-term partners and advocates for your brand.
Listen Now to Transform Your Onboarding Process!
Michelangelo Gerardi’s insights are packed with actionable advice to make your onboarding process a key driver of client satisfaction and business success. His step-by-step approach to building trust, setting expectations, and creating clear milestones is a game-changer for any business working with high-ticket clients.
Tune into this episode of the $4M Strategies™ podcast to learn how to create a more impactful onboarding experience for your clients. Transform your client relationships, increase retention, and see real results by implementing these proven strategies.
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