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Master the Art of the First Customer Call in Onboarding and Avoid Information Overload
In the critical kick off call it's the time to build partnership not dump information on an already swamped customer!
Clare Knight
May 15, 2025 • Estimated Reading Time: 8 minutes
A NOTE FROM THIS WEEK’S SPONSOR
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When you think of your kick off call, do you lean towards information or connection?
There is a danger that these critical calls can become overwhelming information dumps where you see eyes glaze over and the tell tale signs of multitasking.
And that first impression sticks.
If they found the first call dull or overwhelming, you can see the resistance they may have to attending future calls.
It's not just about covering agenda items, it's about establishing trust and confidence.
This first interaction in onboarding sets the tone for the entire relationship.
I know this.
You know this.
So, how do we do it effectively?
Glad you asked. I’ve got some tips for you. ↓
🧪 The Project: Kick Off Connections
This is probably one of the easiest projects to implement immediately.
Each step builds on the last to create a kick off experience that accelerates customer success during onboarding, builds trust, and sets up revenue opportunities early.
Step 1: 30-30-30 call structure
Kick off calls can easily become 90% you talking and 10% the customer nodding.
Switch that around. Here is an example:
First 30%: Customer context & goals (customer talking)
What specific outcomes define success?
Who needs to see what results by when?
What internal pressures are they facing?
🔍 Don’t stop at their first answer. Dig deeper to truly understand what they are articulating.
Middle 30%: Alignment & clarity (collaborative)
Connect their goals to specific features/processes
Identify potential roadblocks and pre-emptive solutions
Establish clear expectations for both sides
Final 30%: Next steps & confidence building (your guidance)
Concrete next actions with ownership assigned
Success milestones they'll experience in the first 30 days
How and when you'll be communicating
This ensures customers feel heard before you start prescribing solutions.