A NOTE FROM THIS WEEK’S SPONSOR
Are you tired of constant micromanagement to keep customer onboarding on track?
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I love to see solutions that put onboarding front and centre. So take a look at how Flowla 2.0 can transform your onboarding.
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.
Step 2: Create a pre-call connection
Don't let the kick off be your first meaningful interaction.
Develop a standardised but personalised pre-call touchpoint.
You could send a 90-sec video introduction. You’ll then be a familiar face when you get on the first call.
Then come to the call having done your homework.
"I noticed your recent announcement about X, I’m curious as to how that impacts your goals with our solution?"
"Your LinkedIn profile mentions experience with [similar tool], out of curiosity how would you compare your experience so far?"
Give some context as to what to expect on the call.
What to expect on the call (agenda with time blocks)
Optional prep-work that will maximise call value
Who should attend (with specific rationales)
This pre-call connection demonstrates that you value their time enough to prepare thoughtfully.
This shows competence before the clock starts.
Step 3: Have a "First 5 Minutes" script
The opening moments of your call set the psychological tone for everything that follows.
Create a deliberate opening sequence:
Recognition - "Before we jump in, I want to acknowledge that implementing new solutions always comes with challenges. My job is to make this as valuable and painless as possible."
Alignment - "Today isn't about checking boxes on our process, it's about ensuring we understand exactly how to help you achieve [specific goal from pre-call]."
Empowerment - "At any point, if something seems misaligned with your goals or you are unsure, please interrupt me. This is your onboarding."
Permission - "I've drafted an agenda based on what typically works well, but I'm completely open to restructuring if something else would be more valuable for you today."
This is a powerful and professional opening. It creates psychological safety that transforms the dynamic from vendor-customer to partnership.
Step 4: Allow some relief!
There is a lot of new information to take in and the customer will also be thinking about how this will impact their current workflow.
Build in deliberate mental reset moments to counteract any overwhelm.
Every 15 minutes or so, pause for a 30-second recap - "So far, we've established X, clarified Y, and identified Z as the first priority."
Capture key decisions in real-time - "I've noted that you've chosen to prioritise user training over technical integration, this will shape our next steps."
Use simple visual cues to show forward movement (can be a timeline in a deck, or a graphic of the journey) - "We're here in the process now, with these elements completed and these ahead."
Step 5: Give a post-call confidence boost
The 48 hours after your kick off are critical for momentum.
Most companies send an email summary and consider it done.
Don’t be like most companies!
Below is an example to illustrate what that could look like. This sequence demonstrates ongoing attention and builds confidence that onboarding is actively progressing.
Same-Day Synopsis - send a visual summary (not just text) highlighting:
→ Key decisions made
→ Immediate next actions (with dates)
→ Quick wins they can expect in the first week
+1 Day Check-In - a brief, specific touch point:
→ Not "Did you have any questions?" but "Was the technical contact able to locate the API documentation I sent?"
→ Include a small win they can achieve immediately
+3 Day Resource - provide a targeted resource based on the conversation:
→ "During our call, you mentioned concern about user adoption. I've attached our top-performing customer's onboarding communication template that you can modify."
🤓 The Analysis
These are small changes that make a big difference in customer onboarding. It’s key to build the confidence of your customer in your solution AND your partnership.
It may seem insignificant to some, but this is strategic play in action.
When you get this right, you'll see:
Faster internal buy-in from the customer
Higher product adoption rates at the end of onboarding
Earlier and stronger expansion conversations
Are you satisfied with your current kick off approach, or could it use some relationship-focused refinement?
START THE CONVERSATION
SHARE WITH A LEADER OR TEAMMATE
Here's a ready-to-use message:
Subject: A thought on improving our kick off calls
I've been following The Onboarding Lab newsletter and this week's issue tackles something I think we need to address - how our first calls with customers set the tone for everything that follows.
They outline some simple tips with specific examples of what to say and how to structure these critical calls.
There’s no reason why we can start implementing some of these today.
Shall we discuss this soon? Here is the link: [ARTICLE LINK]
