Switched our client onboarding to a 15 minute video call and cut no-shows by half

We used to send a 5 page info packet by email before the first meeting. Over 6 months I noticed about 40% of new clients would show up confused or miss details entirely. Finally tried swapping that out for a quick 15 minute video walkthrough of our process and contract terms. In the first 3 months since the change, our no-show rate dropped from 25% to around 12%. The calls don't even feel like work because people ask better questions now. Has anyone else tried replacing long documents with short live walkthroughs?

2 comments

2 Comments

shanec614d ago

Wait, "fifteen minutes of face time" - really? That's what we're worried about here? I had to read that twice from @johnson.river. You're doing a 15 minute call and getting a 50% reduction in no-shows plus way better questions. That's insane efficiency. I'd argue you're actually saving time overall because you're not wasting hours prepping for people who ghost or showing up to meetings where the client has no clue what's going on. Those 15 minutes probably pay for themselves ten times over when you factor in all the back and forth emails you'd normally have to send clarifying stuff from that 5 page packet. Plus the mental energy saved from not having to repeat yourself constantly is huge.

johnson.river4d agoMost Upvoted

Well, I'm not sure that's really something to celebrate. Fifteen minutes of face time for every new client adds up fast if you're onboarding more than a handful of people. I'd want to see if that time savings from fewer no-shows actually covers the extra scheduling on your end.