Many businesses focus on a single question: How do we get new clients?
However, a more critical question is how you keep them once you have them. This episode opens with a comical but eye-opening story about a truly terrible first-time experience at a dentist’s office. Despite spending a lot on advertising to attract new patients, this practice had a disorganized, impersonal process that left the patient confused, disrespected, and unsure about what procedures were even being performed.
This is a powerful lesson for any business: a first impression, especially for a new client, is not just a polite gesture; it's a make-or-break moment that decides whether they will ever come back. The guys discuss how a poor client orientation process can undo all the hard work and money spent on marketing and sales. They point out that in today's market, where customers have many choices, providing a thoughtful, structured welcome is essential. By contrast, they share positive experiences from some local businesses. These businesses actively anticipated client needs, providing clear explanations and setting proper expectations from the start. They centralized their intake process and created a blueprint to guide new clients, ensuring every step was simple and easy.
This proactive approach builds trust and reduces confusion, preventing future problems. The CEO Bros explain that a well-designed onboarding system is not just about being nice; it is a strategic advantage. It builds a loyal customer base, saves time by preventing future issues, and creates brand advocates who will refer others. The discussion emphasizes that businesses must consistently "inspect what you expect," ensuring the entire team follows the new client process. They recommend businesses "eat their own dog food" by acting as a secret shopper to test their own systems and see the customer experience firsthand. This dedication to consistency and customer empathy is the true secret to scaling a business and ensuring long-term success.
00:00 - The Worst New Client Experience: A Visit to the Dentist
05:40 - Why A Business's Welcome Process is Crucial
07:45 - Vet Studios' Onboarding Evolution
10:45 - By Your Side's Client-First Philosophy
19:20 - Making the "Easy Button" for Customers
23:05 - Scaling a Consistent Customer Experience
