SOPs and documentation are NOT only about fulfillment.
You should also systematize your customer’s experience.
Even the attached screenshot is a first for me…
👉 Lead call a week ago
👉 Closed about thee days later
👉 Onboarding two days after
👉 THEY SENT A REFERRAL THE NEXT DAY
I haven’t even known this business in any form of contact for more than a week, so it’s easy for me to track the fast referral back to the smooth experience.
They commented on the sales call to each other (in front of me), “Looks like we saved the best for last.”
Know why they said that, despite shopping my team against three other SEO agencies?
Because they mentioned how knowledgeable I was, yet how I wasn’t selling them. I was educating them.
The other agencies sold. I helped.
After they signed, then we had an immediate and smooth transition from me to the team. Shows we’re an actual company. We have efficiencies, and multiple points of ownership that they can depend on.
Then my team held their hand with what logins and other items we needed from them to help them help us.
How such seamless transitions from one step to the next? Because onboarding has it’s own series of SOPs that is documented, yet personable.
It makes customers feeling heard and touched repeatable
And welcoming the client has its own series of SOPs that the client hasn’t even fully experienced because onboarding was so fast.
Wait until they get their physical welcome kits in the mail. 🔥
