Updating Our Onboarding Process

We recently ran into a problem with a new client about the activity that was happening within the first couple weeks of signing them. Erik and Kevin traveled out of town to meet with this client knowing there were some areas of confusion on the client’s end. When they met for coffee, the client just started to vent his concerns about being burned in the past by agencies. He was concerned about how he had paid for advertising and wasn’t really seeing the level of activity that he expected or proof that we’d been doing all this work. We do a ton of behind the scenes work so we realized that the client can’t always see that work so they may become anxious and concerned even for the clients that don’t bring this concern to our attention. It’s led to a small change in how we update the clients with constant communication telling them what we’ve done and where we are. It’s a small tweak but it was important. What small change can you make to make your clients more comfortable? — Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups. — Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups. — For more information on the show, and to check out past episodes, go to journeyto100million.com!