Make Clients Feel Confident From Day One

You’ve made the sale. Now what?

In this episode, we show you how to design a simple, human-centered onboarding system that sets the tone for trust, confidence, and long-term success.

Whether you run a digital service, a product-based business, or a brick-and-mortar shop, this first step matters. It’s your chance to affirm their decision, reduce buyer’s remorse, and create a seamless, intentional experience without needing complicated tech.

You’ll learn:

• What your clients or customers are actually thinking after they buy
• The 4–5 essential ingredients of a strong onboarding message
• How to keep it simple and start manually (before automating anything)
• How to create early moments of belonging and trust
• Why even a one-step system can outperform a fancy CRM

This episode is especially powerful for founders who are just getting started, but even if you’ve been in business for years, it’s a valuable reminder to revisit your onboarding process and ask: Is this still the best first impression I can offer?

“Customers want to feel like they belong. Your onboarding is how you say, ‘You’re in the right place.’” – Jores Minasvand

Transcript for “How to create a simple client onboarding system”

The transcript below was automatically generated. Please ignore any errors or inconsistencies in the text.

Anna Angelova   0:06
Hello, hello, hello. This is a brand new episode of More Than Just Task Management, your favorite daily podcast where we help you build a thriving business. With me, Anna Angelova, a business coach and consultant, and my co-host Joris Minos-fan, the business consultant. Hey, Joris.

Jores Minasvand   0:24
Good morning, Anna.

Anna Angelova   0:27
So for today, for this beautiful Wednesday, the topic we have is All about creating a simple system for client onboarding or custom customer onboarding.
And if you listen to the episode on Monday, we talked about starting the business, right? We talked about the tech you need and actually you don’t need when you are starting a business. And if you listen to that episode, you’re aware that when you start, you don’t really need any kind of technology, yes.
Personal e-mail can be OK. Things like this, like Excel or Word or something like this. Absolutely. You don’t need anything fancy. In the beginning of the journey, the same applies for your onboarding. What’s important actually at that time is to really create a process.
Like it’s not that much about the technology, it’s not that much about having a CRM and things automated. It’s more about mapping a customer journey and creating a client experience, a customer experience that makes sense.
And when you think about your customers, when you think about your clients, like who are they once they make that purchase, once they make that first payment, how do they feel like this is really important in stepping into their shoes and thinking about how they.
Few after that first payment, after they hit sent or whatever it is they they do like what are they experiencing the emotions and there are a lot of times, especially when it comes to.
Higher ticket offers, especially when it comes to something that’s a little bit more expensive. What happens is we experience buyer’s remorse. We started wondering, was this the right decision? So for you to create a simple system for the onboarding process for your clients?
Or customers when they make their first purchase. It’s really about putting yourself in their mind, in their shoes and thinking about, OK, I just made this purchase. How do I feel? What are the good and the bad, right? The excitement, but also the worries, the doubts, the fears, the frustrations.
What are the questions that I have? OK, I took this step. I purchased this thing. Now what? So these are All questions that you want to ask yourself. And using these questions, ultimately you start mapping. Again, a simple process. Start with something simple, something that.
Encourages and provides value, something that helps with the next step of the journey. So people took this step like your clients, your customers, they just they make the purchase. So what helps them next? Like what are is the thing that they need? What kind of assurance they need?
What kind of instructions they might need, right? Like if someone orders a product, like if you have a product where they need to assemble it or start using it, maybe some kind of instructions, what kind of Validation they need. Then you know what? Absolutely. You might be feeling overwhelmed and unsure right now.
Now this is normal. What kind of Support do they need at this stage? At this step so it can first of All kick start their journey and.
How they move to the next step and what we recommend when we’re talking about creating that simple system for your client onboarding in the beginning focused on the baseline like think about as you’re asking yourself All these questions like thinking about also the.
Expectations. What do people expect at this step? And make sure that you meet these expectations. And there are so many stories and so many things you can think, even for you as a consumer, like if you are having trouble thinking about your own business and how you designed it.
That system, thinking about this from a consumer perspective, like when you go to the grocery store, what are your expectations? Your expectations are that it’s stocked, right? Whatever you need groceries, like All these kind of things are available that the checkout will be quick and seamless. Like you have a few simple expectations when you go to a grocery store.
So thinking about this kind of from this perspective, what are the expectations of your clients when they make that first purchase, when they sign up for your service or when they buy your product? What are the expectations? How are they feeling like what is going on in their mind and sit down?
Down map it out and then from there of course you can design and you can add the automation so you can add the e-mail. So you can create a video that you talk to to the client and reassure them and tell them what the next steps are. You can create All these things.
First, it firstly, as we’ve mentioned so many times, it starts with designing the system, designing the process actually. And I know I’ve shared quite a lot. So Joris, I actually want to hear your thoughts and what you have to share.

Jores Minasvand   6:00
I like what you mentioned about simplicity, right? You know, if in the best, especially when you’re also starting your business, your customer journey needs to be also simple.
So for the customer also to feel onboarded and and and taken care of complex systems just don’t benefit anyone. Plus when you build simple things, they’re more scalable, right? So.
And and simplicity also adds the exacerbates the the the the value that you want to bring. If your process is too complex, if you have too many streets and left turns and right turns and hoops to to jump through, then by by the 3rd or 4th or 5th one, the value is gone.
So keep things simple, build a process that can be scaled, can be automated, digitized in the future. But but it’s very also I like the fact that you mentioned it’s important to have that the customer wants to be liked, wants to be welcomed I guess.
For lack of a better word and also your and also gives your people, your team consistency to deliver with the same value over and over and over. So having a process is very important, good process.

Anna Angelova   7:26
Yeah, belonging. The word that came to my mind is belonging. As you were saying that we All want to belong and make sure that we’ve done the the right thing and absolutely the the emphasis on on simple like even just one e-mail that you send out.
We welcome. We appreciate having you here. Like I said, that that sense of belonging that this is the right place for you. This is the right decision, the Validation that, oh, you might be feeling this and that’s OK and we’ve got you. This is the next step and if you have questions.
Reach out. Even just a simple e-mail with these 3-4 components where you, like I said, welcome them, you reassure them that this is the right decision they’ve made. You validate their fears, their worries, their anxieties, whatever it is, and saying this is the.
Next step, if there is anything, here’s how to reach us and how we can help. And of course it really depends on the type of business you have. You can add more steps and when you are starting again, just this simple e-mail where you can create a template and then.
It wouldn’t be automated, of course. It would be something that you send to every new client and every new customer. This can allow you to have something in place that a lot of a lot of companies, even established companies, they don’t have this in place.
So you’re already starting ahead of the pack and then the other thing that it allows you to do as well is start the learning process because even when you have that thing, even if you when you have that kind of an simple onboarding simple first step.
For your clients or customers, there will be people who would come and say, what do I do now? How do I do this? What’s that thing? There will be people will come with questions, people will come to you frustrated, people will be overwhelmed. There will be All these different people that will actually.
Provide at least some kind of feedback so you can learn and from there of course you can develop the the system even better, update things, make it more impactful. And I did mention that in the beginning you want to start with what’s the base expectation.
And then as you get the experience, as you gain the feedback, of course what you want to add, even in this part of the journey is if there is an opportunity for you to impress, to over deliver, if this is the baseline expectation.
How can I overdeliver? Is there something that we can add here as part of that onboarding journey that wows people that they’re like, oh, I’ve never experienced something like this that really makes them feel welcome, that they belong, that this is the right path for them, like really.
Emphasize this on on what a great choice they’ve made and that they were doing the right thing. So this is a great addition, but not the first thing to think about before you over deliver. Make sure you deliver. Make sure that you have at least a base.
Slide to go from and that’s why, as I said, even just a simple e-mail covering those four or five things with welcoming them, showing them they belong, validating their fears and worries.
Showing them the next step and ensuring if there are any questions, here we are. Even this is more than enough and I would call it a system already.

Jores Minasvand   11:22
It starts things the right way, right? It’s important. Yes, you’re delivering the product or a value to the customer, but you can go beyond that. You add that caring part, you add that that part that talks about you, the customer, we understand you were here for.
You it gives them then that sense of belonging. You’re right. So.
Again, it starts things the wrong way, the right way and from there we will talk about this more in in the future. But one of the other things that that Anna, you and I talk about a lot, we onboard a lot of companies do the same thing. They onboard a customer the right way.
Give them all the care they want and then within six months they forget about them. But we’ll talk about more about this on how to maintain and and you know re-engage the customers, but onboarding them the right way is is a good start.

Anna Angelova   12:19
Oh yes, definitely. It’s just the start. It’s just the start of the process. And like before we wrap up the conversation for today, I I just want to mention something that like when we talk about onboarding customers, like you might be thinking, oh, but my business is different. Like I don’t onboard people. Like it’s transactional. Like I have a store. How do I onboard people? I don’t have a.
Have a store, even if you have a physical store, like even if you have a bakery or a coffee shop.
You can still make that first experience an amazing experience. You can still think about, OK, this is the first time someone is coming, what are their expectations? So you deliver on the expectations and then also nowadays even with a store with a coffee.
Shop and this is not actually anything new. Like I remember even what it will have been like 10 years ago. I remember the one of the sushi places I think and not just them like a lot of places like they they will give you a card like.
They would give you a like a physical card with I think it was like 1010 circles and they would for for every purchase like when when you go and purchase something they they would put a stamp and when you collect 10 stamps like the 11th let’s say it’s a free meal, you get a free meal.
It has some kind of a reward program, right? Where the first time you go, you’ll get this and this way they kind of encourage you to come back. So even if you have more of a transactional business, let’s call it, and even if it’s more of a physical, even not e-commerce where you collect people’s emails.
There’s still a way for you to collect emails. There’s still a way for you to deliver an experience. When someone comes for the first time in your store or in your in your shop, there’s still a way for you to have an experience, a simple system.
That onboards them, onboards them in a way that they want to come back and they keep on coming back. So don’t be the yeah, but type. Yeah, but my business is different. Yeah, but it’s a brick and mortar. Yeah, but our industry.
People in our industry are are different. We’re all people. We have the same desires, the same worries, the same fears, and like we’re all human beings. So I would encourage you to think about it. Let your imagination.
Play like think about it. How how can you develop this kind of a simple, like we said, even if it’s just one step in the beginning and then you get the feedback, then you build on on top of it. In addition, really think about it and.
We’ve mentioned before, if you need help with this, absolutely we are here for you. You can ask in the comments here. You can check our website. The link is available in the description so you can even see in what other ways we can help.
Like if you are just starting your business, the Launch 360 program might be something for you, so go and check it out.
There’s so much you can do, and there’s so much power in designing that first step, that first step that meets expectations 1st and then wows your people.

Jores Minasvand   16:03
Very well put, Anna. Very well put.

Anna Angelova   16:07
Thank you. Thanks, Joris. So yeah, this is, I think this is for today. We made the point very clear and again, the first thing is designing the process, map the experience and then from there of course you can gradually automate and make things even easier for yourself.

Jores Minasvand   16:13
Yes.

Anna Angelova   16:25
So go ahead and do it. Go ahead if you don’t have it. And if you actually have a business, you’ve been running your business in a while. Maybe this is a sign for you to go back and reevaluate. What does the onboarding experience look like for for your customers or clients? Do you even have one?
And again, first of all, look at the process itself. We’re not talking about the technology, we’re talking about the process. We’re talking about mapping the steps. How do people feel? What do they need at this stage? This is what we’re talking about here. So even if you have a business, maybe it’s time for you to reevaluate.
Evaluate and see whether this part of your business needs updating. And once you do this, remember to join us tomorrow when we’ll be focusing on an issue that a lot of us are facing, whether we are small, mid-sized or even big corporations and.
This is overpaying for software, software that we sometimes don’t even use, rarely use. So remember to join us tomorrow morning or whenever you’re listening tomorrow for this very interesting episode.
Have a wonderful day and we’ll be back tomorrow. Thanks, Jaris. Thanks, Anna. Bye, bye.

Jores Minasvand   17:44
Thanks, Anna. Bye, bye.