Not every onboarding goes perfectly. I’ve had many that didn’t!

No matter how experienced you are, there is always the potential for human mistakes.

As embarrassing as it can be to experience, it’s an opportunity that many teams fail to address.

In my 10+ years in SaaS, the customers who've experienced a well-handled mistake often become more loyal than those who had a flawless onboarding.

They trust you more, engage deeper, and refer you more enthusiastically.

But don’t go looking for mistakes to make! Just know that you can have a solid plan of action should you choose to make one.

This is your nudge to make one…

No doomscrolling here - just easy to implement actions. ↓

🧪 The Project: Trust Recovery

We're going to build a systematic approach to turning mistakes into relationship-strengthening moments.

Step 1: Quick response protocol

Design a response plan that stops any damage spreading.

The moment you spot a mistake, contact the customer with something like:

No excuses. And importantly, no panic. Just acknowledgement and action.

This immediate response prevents the customer from discovering the mistake themselves and shows you're taking responsibility of the task.

It is reassuring for a customer to have trust in your partnership, which means it’s even more important to do what you say you will do.

If you say you will follow up by the end of the day, make sure you do it.