I train the people who run your customer onboarding program
New customers sign, log in once and then stall at the same setup step. I don’t teach your customers. I train your onboarding staff: one lesson and a job aid on the first useful result you define, the step where accounts get stuck and what to say there, from your setup guide and the questions you already get.
I train your onboarding staff on the first useful result you define and the step where new customers get stuck.
Your setup guide, the first result you want new customers to reach and the questions your team hears most.
You get
A lesson and a call guide for your onboarding staff on that milestone, with a mock call and a real call your lead joins before anyone runs one alone.
Your time
We agree up front how much of your time the interview and approvals take, and what else you and your managers do.
Who helps
I prepare the materials. My team sets me up, supports your account and runs your demo. A person confirms every meeting and every payment.
Example · call guide, onboarding rep
Getting past bank verificationDraft for your approval
Onboarding reps · 1 page · from Setup guide v4
Ask the admin to have the bank login ready before the call
Share the screen and open Settings, then Bank
Explain the two small test deposits and when they arrive
Book a 10-minute follow-up for the day they land
Stop and bring in a specialist if the bank is not on the list.
Source: Setup guide v4 · checked against the current releaseEditApprove
Sample result on this page, not a client's work.
In short
What customer first value means
First value is the first useful result a new customer gets from what they bought, such as a finished setup or a first report, as your team defines it. Getting there often depends on the person who runs the onboarding calls. I train that person on the milestone, the steps where accounts stall and the approved answer for each. Courses and videos for your customers stay outside my work.
How I take it on
From the first result you define to a ready onboarding call
1
The first result, in your words
The milestone that tells you a new customer is set up, agreed with your onboarding lead.
2
Where accounts stall
The steps and questions that stop new customers, from your support notes and onboarding calls.
3
A lesson for your onboarding staff
How to walk a customer through each stall point, built from your current setup guide.
4
A call guide at hand
One page your staff keep open during the call: the steps, the usual snag and when to bring in a specialist.
5
Practice, then a watched call
A mock onboarding call with your lead, then a real call your lead joins. Your lead decides when a newer rep runs calls alone.
6
In step with each release
When the product changes, I update the lesson and the guide and send them for approval.
Example
Payroll setup calls that stall
You said: "New customers stop at bank verification, and only one of our reps knows how to get them past it." I start with that step. Example · 1 payroll software company, 6 onboarding reps
MonFirst result agreed: one test payroll run
TueYour senior rep walks me through bank verification
WedLesson and call guide drafted from Setup guide v4
ThuYour product lead corrects one outdated screen; you approve
Next weekMock calls for 3 newer reps with your onboarding lead
Week 3Your lead joins a real setup call and decides who runs them alone
Who does what
Who does what
You
Define the first useful result and approve the lesson.
Your senior onboarding rep
Shows how they get customers past the hard step.
Your onboarding lead
Runs the mock calls, joins a real call and decides who handles accounts alone.
Me
Write the lesson and the call guide, and keep them matched to each release.
Your product, your contracts and each customer’s own pace stay outside training. You measure the first result in your own system.
