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A client in Columbus made me rewrite my entire onboarding flow
They said my 14 page intro packet felt like homework, not help. I cut it down to 3 pages with plain language and a single checklist, and my next two signups closed within a week. Has anyone else gotten feedback like that from a customer and actually rebuilt a process around it?
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nathankim17d ago
Honestly this is one of those things where I used to think longer meant more thorough and more professional. Like if I gave someone a big packet it showed I knew my stuff and cared. But that Columbus client basically told me the same thing, all that reading just made them feel like they were already doing work before they even paid me. Once I cut mine down to a single page with a checklist and a few bullet points, people started actually reading it and asking better questions. It’s wild how much trust you can build by just getting out of your own way.
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