A client's 3-word feedback flipped our whole onboarding process

Honestly, we ran the same 14-step intake for every new brand partner for like 2 years, and no one ever complained. Then last month a retail client in Austin said 'this is overwhelming' during our kickoff call, and I realized we were dumping everything on them at once. We cut it down to 3 steps over 2 weeks, and I'm wondering, has anyone else had a client give feedback that made you strip your process down to the bare basics?

2 comments

2 Comments

elliot4521d ago

I'm not sure one client saying 'this is overwhelming' means you should tear the whole thing down. One person out of how many over two years? That's not a trend, that's a Tuesday. Maybe that person just doesn't like forms, or had a bad day, or wanted to feel special. Now you've got a 3-step process and the next client will complain it's too vague and they don't know what's happening. You always end up chasing the last complaint instead of trusting the thing that mostly worked. I'd keep the 14 steps, just maybe slow down how you talk through them.

hugo_bennett20d ago

One person out of how many over two years? That's a trend, that's a Tuesday" - honestly @elliot45 just made me want to add a 15th step that says "sign to confirm you've read all 14 steps." But yeah, maybe that client just wanted a PDF of the form to feel productive.