It’s been a while since I’ve been really impressed with someone’s onboarding.
But last week, I ordered meal prep from a company in Tampa…
And they crushed it.
Here’s what happened:
- I ordered a week of meal prep (scored 15% off as a new client)
- Got upsell offers for protein donuts, bone marrow butter, etc…. umm, yes please ♀️
- I got a text message with a video from the owner
- Got some solid nurture emails (dripped over a few days)
- A few hours later, my “VIP Concierge” texted to welcome me to the family and let me know he’s there for anything I need. (And this was with their basic plan.)
- Later, I got a text with a picture of my order and a note saying he’d personally track it until it was delivered. (who does this!?)
- When my order arrived, it was neatly packed and in perfect shape
BUT…. they messed up.
I was supposed to get a free protein donut.
When it wasn’t there, I texted to check.
Billy (my concierge) replied immediately saying I was supposed to have one…
And then told me he was adding a full variety pack to my next order so I can try all the flavors!
I thanked him, and he got back to me right away:
“You’re very welcome! I got your back and that’s what we always do, always go above and beyond for you guys.”
IMPRESSIVE.
I’ve ordered from a LOT of different meal prep services before, but have never had an experience like this.
A lot of companies SAY they want to over-deliver…
But very few actually do.
–> From the second I hit “buy,” I felt like they actually cared.
–> Most of it was automated, but it still felt personal.
–> They turned an oversight into an opportunity to over-deliver. (BIG win)
Don’t underestimate your new client experience.
And check this out:
Companies who nail onboarding see an average of 50% higher customer retention.
(Yes, that is HUGE.)
How this applies to your coaching biz:
- First impressions MATTER. Your onboarding should make every new client believe, “Wow… I’m exactly where I’m supposed to be.”
- Personal touches build loyalty. People remember when you make them feel special.
- Lemons into Lemonade. If something goes wrong, fix it fast and give them more than they expected.
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Your Move This Week:
If a meal prep company can make me feel this cared for… imagine what your clients will feel when you level up your onboarding.
- Audit your onboarding. Sign up for your own program like a brand-new client would. Go through every step: emails, texts, calls, welcome materials. Where can you add personal touches? Where does it feel rigid, average, or transactional?
- Add ONE unexpected surprise. Send a quick welcome video with their name in it, mail a handwritten note, or drop a short voice note in the DMs. Doesn’t have to cost much.
- Create your “when things go wrong” plan. Mistakes happen. But this gives you a chance to over-deliver and strengthen the relationship. Decide in advance how you’ll turn lemons into lemonade!
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Foundations First:
It’s funny, because I didn’t even realize this was my normal.
I called it having a sense of “urgency”…
But it wasn’t. It was a low level of underlying anxiety that I’ve had ever since I can remember.
When you run a business, if feels like everything has to be done YESTERDAY.
And then I read this:
“And which of you by being anxious can add a single hour to his span of life?” Matthew 6:27
Answer: none of us.
In fact, we all know as health & fitness pros that chronic anxiety does the exact opposite.
This is serious stuff a lot of us brush under the rug.
And I know more business owners who feel this way than I can count.
Then a few months ago, I read this:
“Come to me, all who labor and are heavy laden, and I will give you rest.” Matthew 11:28
And that’s when I realized that I didn’t have to live with that pressure anymore.
Even with “systems” for everything… it never seemed to go away.
God was showing me that I was following my own agenda instead of allowing myself to be led.
So I laid it all down at His feet, and let Him take the lead.
I feel a sense of peace and calm that I haven’t felt in years.
Less stress, less overwhelm, less tension.
And it has been this way for months now.
And strangely enough, I’ve been more productive than I have been in years.
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The System We Wish We Had from Day One…
We built this for health & fitness pros who are tired of spinning and ready to scale.
You’ll get everything you need to:
✔️ Attract (and follow up with!) qualified leads on autopilot
✔️ Book and confirm sales calls with built-in automations
✔️ Launch funnels, ads, emails, and nurture sequences without the tech headache
✔️ Onboard new clients, process payments, and deliver your program seamlessly
✔️ Finally have one place to run your business… marketing, sales, delivery, and more
This isn’t just another CRM.
It’s the platform we wished existed from day one.
Done-for-you templates. Built-in systems. A personal onboarding call.
You bring the vision, and we’ll help you execute it.
