Why Most Brisbane Businesses Struggle Before the Job Even Starts
I’ve seen it a hundred times. A plumber in Chermside wins a big renovation job, but two weeks in, the homeowner is complaining about the price, the timing is a mess, and the plumber is wishing he’d never answered the phone.
Or a boutique gym owner in New Farm signs up a new member, only for that member to cancel a month later because they "didn't realise" the classes were at certain times.
What went wrong? It wasn't the work. The plumbing was solid. The gym was great. The problem happened at the very start. These businesses didn't have a plan for how to bring a customer into their world.
In the marketing world, people call this "Brand Strategy." To you, it’s just how you do business. It’s the difference between a nightmare customer who drains your bank account and a loyal regular who refers their mates.
If you want to stop the headaches, you need a checklist. Not a technical one, but a practical one that ensures every new customer is the right fit, knows what they’re paying for, and thinks you're the best in the business.
Mistake #1: Saying "Yes" to Everyone
The biggest mistake I see small business owners make is thinking every enquiry is a good enquiry. It’s tempting, especially when bills are due, to take any job that comes your way.
But here’s the truth: some customers will cost you money. They demand more time, complain about every dollar, and leave bad reviews because they had unrealistic expectations.
Your onboarding process should actually start by filtering people out. We worked with a landscaping crew in Morningside who were exhausted from quoting small backyard patches that never went ahead. We changed their process so they asked three specific questions on the first phone call. If the customer didn't fit, they politely referred them elsewhere.
Result? They spent less time driving around for free quotes and more time on high-profit jobs. To do this well, you need to understand why people buy from you specifically so you can double down on those types of clients.
Mistake #2: Not Setting the Ground Rules (The "Handshake" Trap)
In Queensland, we like to think a handshake is enough. And for some old-school mates, it might be. But for a growing business, relying on "we'll figure it out as we go" is a recipe for disaster.
When a new client starts, they are often nervous. They’re handing over their hard-earned money and they don't want to be ripped off. If you don't tell them exactly what happens next, they’ll start calling you at 7:00 PM on a Sunday to ask questions.
The Fix: Give them a "Welcome Pack." It doesn't have to be fancy. A simple one-page PDF or a clear email that says: Here is when we start. Here is how we communicate (e.g., "We don't take texts after 5 PM"). Here is when the invoices are due. Here is what we need from you to get started.
When you lay this out, you look like a professional. And sounding like a pro is often the difference between being the "cheap guy" and being the "expert" who can charge what they're worth.
The "Steal This" Onboarding Checklist
Here is the exact flow we use at Local Marketing Group when we bring on a new Brisbane business. You can adapt this for your trade, shop, or office.
Phase 1: The Vibe Check (Before you sign them)
Budget Alignment: Are they actually willing to pay your rates? If they flinch at your base price, they aren't your customer. Timeline Reality: Do they need it tomorrow? If you're booked out for three weeks, tell them now. Don't overpromise and under-deliver. The "PITA" Factor: (Pain In The... you know). If they are rude to your receptionist or complain about every previous person they've hired, they will do the same to you. Walk away.Phase 2: The Formalities (The Paperwork)
Deposit Paid: Never, ever start work without a deposit. It locks in their commitment. Signed Agreement: Even a simple digital signature on a quote counts. It protects you and them. Data Collection: Get their correct email, site address, and emergency contact. Don't hunt for this later when you're on-site.Phase 3: The Kick-Off (Setting Expectations)
The Welcome Email: Send this within 2 hours of them paying the deposit. Tell them you're excited to work with them. The "What to Expect" Guide: Explain the mess, the noise, or the process. If you’re a tiler, tell them they can't walk on the floor for 24 hours. If you're an accountant, tell them which documents you need in what format. Intro the Team: If it’s not just you doing the work, introduce the person who will be their main point of contact.Mistake #3: Forgetting Your Existing Customers
I see businesses spend thousands on ads to get new people through the door, only to ignore them the moment the first job is done.
If you’ve just onboarded a new client, you have a golden opportunity. They already trust you. This is the best time to mention other ways you can help. However, you have to be careful not to overwhelm them. We see people stop losing customers simply by mentioning one extra service that solves a problem the client didn't know they had yet.
For example, if you're a pest controller and you've just finished a termite inspection, your onboarding/welcome process should mention that you also do annual cockroach sprays. It’s not "selling," it’s being helpful.
How Much Does This Cost to Set Up?
Setting up a proper onboarding system costs almost nothing but your time.
Low Tech ($0): A set of email templates you copy and paste from your Drafts folder. Medium Tech ($20-$50/month): Using a tool like BetterProposals or even just a good CRM (Customer Relationship Manager) to automate the emails and signatures. High Tech ($100+/month): Fully automated systems that trigger tasks for your team the moment a payment is made.For most Brisbane small businesses, the Low Tech version is plenty. The value isn't in the software; it's in the clarity you provide the customer.
How Long Until You See Results?
You will see results instantly.
The very next customer you put through a structured process will be calmer, ask fewer annoying questions, and pay their bills faster. Within 3 to 6 months, you’ll notice your online reviews getting better because people feel "looked after" from start to finish.
What Should You Do First?
Don't try to build a 10-step automated empire today. Start here:
1. Write down the 3 things that always go wrong with new customers (e.g., they don't have their paperwork ready, they park in the wrong spot, they don't pay on time). 2. Write one "Welcome Email" that addresses those three things. 3. Send it to the next person who hires you.
That’s it. You've just started your brand strategy.
Most Advice Online is Rubbish
If you search for "client onboarding," you'll find articles telling you to use complex software, build "client portals," and create 20-page welcome decks.
Ignore it.
Your customers in Brisbane—whether they're in Ipswich or Ascot—want three things: 1. They want to know you're a pro. 2. They want to know what’s happening next. 3. They want to know they aren't being ignored.
A simple checklist ensures you hit all three every single time. It stops the "tyre kickers" from wasting your time and ensures the high-quality jobs stay with you instead of drifting off to a competitor who looks more organised.
Let’s Get Your Business Sorted
Building a business that runs like a well-oiled machine doesn't happen by accident. It happens by fixing the small things that frustrate your customers and drain your time.
If you’re tired of the chaos and want a marketing partner who understands that you care about results, not just "likes" on Facebook, we should talk. At Local Marketing Group, we help Brisbane businesses find the right customers and keep them.
Ready to grow? Contact us at Local Marketing Group and let’s get a plan in place.