Onboarding That Scales:
How to Wow Customers & Avoid Refunds

What if your onboarding process is secretly killing your growth?

In this episode, Jon and Cristy unpack one of the most overlooked but crucial parts of your business: onboarding. From first impressions to long-term loyalty, your onboarding experience sets the tone for everything that follows.

They’ll break down how to create a seamless, VIP-like experience that delights customers and scales with your team—without burning out. You'll hear real-world examples (like Chick-fil-A and franchise onboarding), simple automations that make a massive difference, and the hard truths about what happens when onboarding goes wrong.

In This Episode:

✅The power of first impressions and why onboarding starts before the contract is signed

✅Storytelling around onboarding using restaurant and franchise analogies

✅Creating systems that scale: from 3 clients to 30 without the chaos

✅Balancing the human touch with automation

✅Using tools like ClickUp and Optimization Toolkit for seamless delivery

✅How bad onboarding leads to refunds and how to prevent it

✅The importance of documenting every step—even making a sandwich!

Resources Mentioned:
The Power of Moments by Dan Heath

ClickUp

The Optimization Toolkit

Franchise Example: Evolve's automated onboarding system