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Moved my agency's client onboarding from 9 days to 2, and I'm not sure the old way was actually broken
Six months ago at our shop in Portland we tracked every new client and the average time from signed contract to kickoff call was 9 days, mostly because we were passing files around and waiting on feedback. We switched to a shared checklist plus one 30 minute kickoff call where the client stays on the line while we set up their accounts, and now we're at 2 days. Half my team says the speed is why our churn dropped from 4 clients last year to 1 so far this year, but the other half thinks faster onboarding just means we rush past the stuff that builds trust. I genuinely can't tell if we fixed a real problem or just got impatient. Anyone here measured whether faster onboarding actually keeps clients longer, or is that just something we all say?
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