Client Success: First Priority of Our Onboarding

In Stories by News Room

Our Flower Mound Client Operations & Sales Liaison Christana Coleman says that long-term success for our clients is at the heart of the onboarding process with Black, Mann, & Graham and guided by our Customer Service Standards.  We treat every client with respect and dignity every time they make contact with us.

Customer service starts with acknowledging that the sales process is only half of the equation. It includes introducing and welcoming our new clients to our firm, addressing any questions and concerns the client may have, ensuring that we’re both on the same page, and making sure the client feels confident in our ability to help them achieve their desired goals.

Using a multi-step approach, our onboarding focuses on communication with a welcome email to outline the full process and a follow-up email for each step as we make progress to completion.  Each step is structured to assist the client in gaining the knowledge, understanding, and tools necessary to be successful.

We understand that each customer has a unique set of needs and concerns, and we take a personalized approach to tailor our services to meet these. Before the onboarding process is complete, we also do an internal onboarding brief to introduce the new client to the Black, Mann & Graham team. By doing so, our team members are involved and prepared to assist the new client to allow for proper flow and function of ideas, good communication and a smooth transition.

Through teamwork, we work to develop a partnership that is more than a client and sales relationship but one that focuses on the overall relationship well beyond onboarding to reach common goals and success.