Donna Weber is the author of “Onboarding Matters” Jake and Gino discuss the importance of customer onboarding , customer retention and apply it to multifamily.
In this episode, you’ll discover how customer onboarding can make or break a business, the neuroscience behind building trust, and the power of effective communication. Listen in for actionable steps, horror stories, real-life examples, and insights to improve your customer experience and turn your clients into loyal champions. Don’t miss this informative and engaging conversation!
00:00 – Intro
00:59 – Donna Weber’s Background and onboarding experience
01:53 – Horror Stories of Bad Onboarding
05:18 – Advantage of Communication when Onboarding
10:39 – Neuroscience and Onboarding
11:49 – Adressing Buyer Trepidations from the Beginning
13:06 – After Purchase Remorse and how to Fight it
18:27 – The Six Steps
21:47 – Using The 6 Steps Onboarding in Multifamily
28:13 – Motives Behind Writing “Onbording Matters”
32:37 – Onboarding For Team-members / employees
34:57 – First Steps to Creating the Customer Journey
37:52 – Book Reccomendations from Donna Weber
39:11 – Contact Donna Weber
39:40 – Wrap Up
#onboarding #realestateeducation #customeronboarding
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Jake & Gino are multifamily investors, operators, and mentors who have created a vertically integrated real estate company. They control over $250M in assets under management. They have created the Jake & Gino Premier Multifamily Community to teach others a simple three-step framework for investing in multifamily real estate.
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