Why Your Onboarding Process Is Costing You Money
Most business owners in Brisbane think "onboarding" is just a fancy word for sending an invoice and getting to work. If you're running a landscaping business in Chermside or an electrical firm in Coorparoo, you probably think the job starts when you turn up on-site.
You’re wrong.
The job starts the second that person finds your business. If you don't have a system for how you bring new customers into your world, you are leaving money on the table and, worse, inviting nightmares into your life.
I’ve seen it dozens of times: a great local business gets a lead, they’re desperate for the work, so they rush in without asking the right questions. Three weeks later, they’re chasing a payment from a bloke who was never going to pay full price anyway.
If you want to stand out and charge more, you need to stop acting like a commodity and start acting like an expert. This checklist is exactly what we use at Local Marketing Group to ensure we only work with people who value our time—and it’s exactly what you should be doing too.
Step 1: The 'Tyre-Kicker' Filter
Your time is your most valuable asset. Stop giving it away for free to people who are just "getting three quotes" to find the cheapest price.
Before you even book a site visit or a consultation, you need a filter. This can be a simple form on your website or a specific set of questions your admin person asks over the phone.
Ask these three things immediately: 1. What is your budget? If they won't give you a range, they usually don't have one, or it's too low. 2. When do you need this done? If they need it tomorrow and you’re booked for a month, don't waste an hour driving to see them. 3. Why us? If the answer is "you were the first one on Google," they haven't bought into you yet. They’re just looking for a warm body.
By filtering early, you stop racing to the bottom and start focusing on the customers who actually want your specific expertise.
Step 2: The Professional Welcome Pack
Once a customer says "yes," don't just send a text saying "see you Monday." That’s what amateurs do.
Send a professional Welcome Pack (a simple 2-page PDF). This does the heavy lifting for you while you're busy on other jobs. It should include:
How we work: Tell them exactly what happens next. Do you need the driveway cleared? Do you need the dog locked up? Communication rules: Tell them you don't answer the phone after 6:00 PM or on Sundays. If you don't set this boundary now, they will call you during Sunday lunch. Payment terms: Be blunt. "We require 50% upfront and the balance on completion." No exceptions.
This isn't just about being organised; it's about looking like a high-end operation. When you look like a pro, you can get the best jobs that your competitors are missing out on because they look messy.
Step 3: The 'Deep Dive' Discovery
Most tradies and professional service providers fail because they don't listen. They hear "I need a new deck" and they start measuring.
You need to find out the result they want, not just the service. The Service: A 4x4 timber deck. The Result: A space where they can host Christmas lunch for 20 people without feeling cramped.
If you sell the result, you can charge for the value. If you sell the service, you're competing on the price of timber and hourly rates. I’d tell my mate the same thing: if you aren't asking why they want the work done, you aren't a consultant; you're just a pair of hands. Hands are cheap. Experts are expensive.
Step 4: Setting the 'Success' Benchmark
Ask the customer: "At the end of this project, how will you know it was a success?"
Get them to be specific. Is it that the site was left clean? Is it that the job was finished by a certain date? Is it that the tap stopped dripping?
Write this down and put it in your quote. When you finish the job and point out that you hit their specific success mark, getting paid becomes a formality, and getting a 5-star Google review becomes a certainty.
Step 5: The Handover and Review Loop
Onboarding doesn't end until the job is done and the next one is lined up.
As you finish, you need a final checklist item: The Review Request. Don't just hope they leave a review. As you're packing up your tools or sending the final report, say: "I’m glad we hit that goal of having the deck ready for Christmas. Since you're happy, would you mind leaving me a quick review? It helps other local families find us."
What This Costs You
Setting this up costs you zero dollars. It costs you about three hours of sitting down with a coffee and writing out your process.
If you don't do this, it will cost you thousands in: Unpaid invoices from bad-fit clients. Hours wasted driving to quotes for people who can't afford you. Stress from customers calling your mobile at 9:00 PM on a Friday.
How Long Until You See Results?
You will see results the very next time the phone rings. The moment you ask a budget question or send a professional PDF, the power dynamic shifts. You are no longer begging for work; you are a professional selecting your next project.
What to Do First
1. Write down the 3 types of customers you hate working with. (The late payers, the micromanagers, the cheapskates). 2. Create 3 questions to ask on the first phone call that would have spotted those people before you met them. 3. Stop answering the phone to unknown numbers while you're on a job. Let it go to a professional voicemail that tells them to leave their details for a callback. It shows you're busy and in demand.
Most of what you read online about "brand strategy" is rubbish. It’s not about your logo or your brand colours. It’s about how it feels to do business with you. If doing business with you is easy, clear, and professional, you win.
If you're tired of being the best-kept secret in Brisbane and want more of the right people calling you, let's have a chat. We help local businesses get found by the customers who actually pay well.
Ready to grow? Contact Local Marketing Group and let's get your phone ringing.