How Not to Onboard Coaching Clients (And What to Do Instead)

Let me start with a story of how not to onboard clients, because believe me, I’ve been there. Yep even successful people can get it wrong! This week I launched my new group coaching program - Stream of Clients - and I was so pumped to get everything set up perfectly with awesome new content and a great process to help my clients create simple systems to sign up clients on repeat.

But the universe had other plans…

First, the internet went down six times while I was trying to upload the onboarding videos to the platform. Each time, I stared at the screen in frustration, watching that little loading circle mock me. ???????? The next day, things went from bad to worse when I knocked over a drink—right onto my laptop. It was like one of those slow-motion scenes from a movie, except no heroic save at the end.

Long story short, I had no laptop, no uploaded content, and a group of clients eager to get started. All I could think was, "Thank god this is a beta program and my clients love me!" But honestly, that’s no way to run a business. I got it wrong so you don’t have to.

Now, let’s talk about how to get it right.

3 Ways to Wow Your Clients from Day 1

Onboarding new coaching clients isn’t just about sending them a welcome email and calling it a day. It’s the first step in making them feel confident, supported, and excited about their decision to invest in you.

Buyers remorse is real and especially in uncertain market times! So you need to help reassure them they've made the right investment.

Here are three ways you can create that "wow" factor and set them up for success:

1. Personalised Welcome Experience

There’s nothing worse than feeling like just another name on a spreadsheet. To avoid this, make your onboarding experience as personal as possible. One simple trick is to send a personalised video or voice note to welcome each new client. Imagine their surprise when they hear you say their name and reference something unique about them. You don’t need to go overboard, but even acknowledging their goals or challenges will make them feel seen and valued.

A great quote to keep in mind here:

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” —Maya Angelou.

The onboarding process is your first chance to make clients feel like they’ve made the right choice. Make it count!

2. Clear, Step-by-Step Onboarding Process

Your clients don’t want to feel overwhelmed or confused when they join your group program. Set them up for success by giving them a simple, clear roadmap of what’s coming. This could be a beautifully designed PDF, simple inforgraphic or an easy-to-navigate portal that walks them through each step (see image below) - from joining your private community to accessing course materials.

Bonus points if you include a "quick win" task they can complete right away, like a short reflection exercise or an easy-to-digest piece of content. This helps them feel like they’re already making progress before the real work even begins.

After all...

77% of new clients who have a positive onboarding experience are likely to refer others to your program, according to a study by Wyzowl.

3. Set Expectations and Outcomes

The fastest way to lose a client’s trust is by overpromising and underdelivering. Be upfront from the start about what they can expect from your program—what’s included, how often you’ll connect, and what they need to bring to the table. At the same time, set clear outcomes. Clients want to know what success looks like and when they can expect to see results.

Create a “Success Roadmap” that outlines the key milestones and potential challenges they might face along the way. This way, they know exactly what they’re working toward and can visualize the transformation ahead.

Final Thoughts

Onboarding is your chance to set the tone, build trust, and create excitement about the journey ahead. Don’t leave it to chance (or a dodgy Wi-Fi connection and a coffee-soaked laptop). With a personalized welcome, a clear onboarding roadmap, and set expectations, you’ll not only wow your clients, but you’ll also set them up for long-term success.

Take it from someone who learned the hard way—do it right, and you’ll have clients who feel supported from day one and can’t wait to dive in.

Cheers to smoother onboarding and happy clients! ??

If you are a coach or service based business owners and you are tired of the roller coaster of income in and income out. Drop me a message and let's see if I can help put some more systems and processes in place to make this process easier. Speak soon. Kylie