What can a Brooklyn hotel and a beer cart driver teach us about welcoming a new client? Join us for this webinar where Jack Hubbard will outline the reasons to develop a sustainable commercial onboarding process, the tools you need to execute it, and the organizational commitment needed to make it successful.
1. A Beer Cart Driver
& A Boutique Hotelā¦
What They Can Teach Us About
New Client Onboarding
Jack Hubbard
847.717.4328
jhubbard@smandh.com
@saleshubbs
linkedin.com/in/askjackhubbard
2. āPeople will forget what you said.
They will forget what you did. But
they will never forget how you
made them feel.ā
~ Maya Angelou
6. Conversations
5 Cs of
Trust-Based Selling
Curiosity
Customization
Collaboration ā not a battle or a war. Itās me and you vs.
your problem
1.
2.
3.
4.
7. Conversations
5 Cs of
Trust-Based Selling
Curiosity
Customization
Collaboration
1.
2.
3.
4.
Connectivity ā through social clicks and hand shakes5.
8. Reinforce their decision to join your bank
Getting Your ROO
ā¢
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Why are we doing this?
ā¢
Mitigate buyerās remorse (are you sure you didnāt
want to see the AI presentation?)
Initiate a quality client experience
Reduce friction with you, partners, the bank
(understand being easy to buy from)
Create cross solving opportunities
Enhance referral opportunities
9. Outcomes ā deeper use of solutions
The Onboarding Pyramid
Creating Win-Win Opportunities
17. Infrastructure and Process
Onboardingā¦
Six Key Elements
ā¢
Tools and Technologyā¢
Trainingā¢
Measurementā¢
Coachingā¢
Sustainment ā tweak it, tier it, communicate success stories (LI
Group)
ā¢
19. Product pummel, no āRDC specialsā
Onboarding is Not
ā¢
Robotics and electronics ā let AI/vendor do it, go
through the motions
ā¢
20. Product pummel, no āRDC specialsā
Onboarding is Not
ā¢
Robotics and electronics ā let AI/vendor do it, go
through the motions
ā¢
Tick marks ā not a quota system, numbers of calls
on a spreadsheet
ā¢
21. Product pummel, no āRDC specialsā
Onboarding is Not
ā¢
Robotics and electronics ā let AI/vendor do it, go
through the motions
ā¢
Tick marks ā not a quota system, numbers of calls
on a spreadsheet
ā¢
Campaign ā happens when they join, not quarterly
marketing promotion
ā¢
23. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
Get Your Onboarding On
24. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Get Your Onboarding On
25. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Get Your Onboarding On
26. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
ā¢ Tools
Get Your Onboarding On
27. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Share of Heart ā find one new thing
ā¢ Tools
Get Your Onboarding On
28. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Share of Heart
ā¢ Tools
Business Client Onboarding Diagnostic ā itās a job aid
Get Your Onboarding On
29. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Share of Heart
ā¢ Tools
Business Client Onboarding Diagnostic
ā¢ Non-Starter Without Training
Get Your Onboarding On
30. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Share of Heart
ā¢ Tools
Business Client Onboarding Diagnostic
Senior Managers ā 3-Day Welcome (preparation, conversation, follow up, CRM)
ā¢ Non-Starter Without Training
Get Your Onboarding On
31. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Share of Heart
ā¢ Tools
Business Client Onboarding Diagnostic
Senior Managers
ā¢ Non-Starter Without Training
Assistants ā Six Week Follow Up (role, experience to date, āhelpā question, CRM)
Get Your Onboarding On
32. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Share of Heart
ā¢ Tools
Business Client Onboarding Diagnostic
Senior Managers
ā¢ Non-Starter Without Training
Assistants
Bankers ā 90-Day Joint Call (planning, execution, roles, follow up,
CRM)
Get Your Onboarding On
33. New Client Orientation and the Loan Celebration
ā¢ Infrastructure and Process
3-6-3-1 (3-1-6-3-1)
Share of Heart
ā¢ Tools
Business Client Onboarding Diagnostic
Senior Managers
ā¢ Non-Starter Without Training
Assistants
Bankers
Sales Managers ā Coaching (observe calls/notes, plans for improvement,
CRM?)
Get Your Onboarding On
34. Coaching ā ongoing effort to improve performance
Onboardingā¦
Six Key Elements
ā¢
37. Coaching
Onboardingā¦
Six Key Elements
ā¢
āBest Onboarding call last week and why,ā said a great leader
Internal Messagingā¢
Reporting ā sales ready opportunities, solutions sold, referrals, NPSā¢
38. Coaching
Onboardingā¦
Six Key Elements
ā¢
āBest Onboarding call last week and why,ā said a great leader
Internal Messagingā¢
Reportingā¢
Re-Boarding ā a version for deep and wide current client strategiesā¢
39. Coaching
Onboardingā¦
Six Key Elements
ā¢
āBest Onboarding call last week and why,ā said a great leader
Internal Messagingā¢
Reportingā¢
Re-Boardingā¢
3 Before 8 ā one bankās approach to ongoing post-Onboarding (more tomorrow)ā¢
40. ā¢ What do we want this program to accomplish?
Whatās in it for the client?
How do we know itās working for us?
How do we know itās working for the client?
What over time changes do we need to make?
Some Questions to Consider
Whatās the training and coaching we need to
make this work?
What are some lead metrics that matter and
how will we measure it?
Are we ready to create something sustainable?
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41. What a Privilege
to Serve
Jack Hubbard
847.717.4328
jhubbard@smandh.com
@saleshubbs
linkedin.com/in/askjackhubbard