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The Secret to Frictionless First Impressions 🔍

Updated: Mar 24


A Cautionary Tale…

Emma had just landed her dream client. A high-end wellness coach had chosen her virtual assistant services over the competition. Excited, Emma sent over a contract, a payment link, and a quick welcome email. Then... crickets.

Days passed. The client hesitated to move forward, unsure of what came next. By the time Emma followed up, the client had ghosted her - a feeling we all dread as business owners.

So, what went wrong in our story? Emma didn't have a client onboarding system.

Why a Solid Onboarding Process Matters

Did you know that 88% of customers say a business’s onboarding experience influences their long-term decision to stay? (Wyzowl, 2023). And yet, most of us—especially solopreneurs—treat onboarding as an afterthought.

As busy entrepreneurs juggling multiple priorities, we often rely on scattered emails, last-minute contracts, and unclear expectations. But here's the truth: a well-structured onboarding system can boost retention by up to 82% (Harvard Business Review). That’s amazing!

In this blog post, we’ll go beyond the basics of contracts and welcome emails, and explore what effective onboarding truly looks like in just 3 simple steps.

 

Most resources talk about "smooth onboarding," but few address why it's essential. Fact: Neuroscience shows that the brain forms first impressions in less than a second (Princeton University). So, if your onboarding feels disorganized or confusing, that impression sticks. Nancy, how do we make sure this doesn't happen to me?

To create a confident and trustworthy experience, consider the following:

  • Video Welcome Message: A short, personalized video (under 60 seconds) creates an instant connection. Studies show that video messages increase client responsiveness by 85% (Vidyard, 2024).

  • "Before You Start" Email: Instead of jumping straight into business, set clear expectations. Make use of bullet points to outline exactly what's coming next.

 

You've heard of welcome packets, but what about a client portal? Entrepreneurs - instead of endless email threads, house everything in one central hub (Notion, ClickUp, or HoneyBook).


I utilize HoneyBook and am extremely thankful for how it allows me to appear professional without having to handle everything manually. Following a discovery call with one of my current clients, she mentioned being highly impressed with my professionalism. HoneyBook helps me to look professional by following up with clients after 3 days automatically. My clients also have a client portal that they can log into at any time.


Did You Know: Most business owners don’t realize that 71% of customers prefer self-service options over waiting for email replies (Harvard Business Review).

Here’s what a client portal should include:

  •   A project roadmap

  •   A clear timeline of deliverables

  •   A communication guide (e.g., when to expect replies, preferred channels)

 

What I have come to learn through experiences, is that clients remember how you make them feel more than the actual work you deliver. Nancy, how can I make my clients feel taken care of?

An unexpected touch— a simple handwritten thank-you note or a small digital gift (like a checklist or resource guide)—can increase referrals by 26% (Forbes, 2023). - Holy Moly – watch me buy a new pen just for these notes! Try these simple but effective approaches:

  • Send a “Day 3 Check-in” email asking how they’re feeling about the process.

  • Mail a physical welcome card (yes, old-school snail mail works wonders).

 

A strategic onboarding process doesn't just welcome a client—it builds loyalty, minimizes confusion, and transforms new customers into long-term partners. Who doesn’t want that?

If you’ve been winging your onboarding, it’s time for an upgrade. The best part? You don’t have to do it alone. A virtual assistant can set up, automate, and refine your onboarding so every new client gets an experience that wows.

Because in business, “how you start determines how long you stay”. Want help setting up an onboarding system that impresses from day one?


Let’s chat!






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