Onboarding with Intention
What if I told you the first 30 days of a client relationship could determine the next 3 years?
Let that sink in.
The first 30 to 60 days of a client relationship are more than just a warm-up – they’re the foundation for everything that follows. These early moments are when trust is built (or broken), expectations are set, and the tone for the entire partnership is established.
So, what does that actually mean?
✅ First impressions.
✅ How we show up to conversations.
✅ What we prioritize and communicate early on.
All of it matters – deeply.
Getting Onboarding Right From the Start
The beginning of any business relationship is more than a series of meetings and milestones; it’s the moment where vision meets opportunity. When a company onboards a new client or partner, it’s not usually as simple as just launching a project. You’re laying the foundation for a shared future, one built on trust, clarity, and mutual success. One that determines whether the partnership will be a transformational one or simply just a transactional one.
This is your chance to demonstrate that you’re not just a vendor checking boxes – you’re a strategic partner invested in collaborative outcomes. And great partners do three things exceptionally well: they listen, they adapt, and they deliver.
- Listening means tuning into more than just the stated goals. It’s about understanding the client’s culture, their pain points, and what success truly looks like from their perspective.
- Adapting means being flexible in your approach because no two clients are the same. It’s about meeting them where they are and evolving your playbook to fit their unique needs.
- Delivering means showing up with consistency, clarity, and confidence. It’s about making good on your promises and creating early wins that build momentum.
When you get it right from the start, you don’t just earn trust – you accelerate it. And that trust becomes the fuel for everything that follows.
But here’s the real secret:
✨ Internal alignment is just as important as external execution.
One of the most overlooked drivers of a successful client onboarding experience isn’t just what happens on the outside—it’s what happens behind the scenes. In my experience, the most seamless and impactful onboarding journeys begin with a deeply connected internal team. These are the people who know how to build trust, translate client goals into action, and set the tone for a long-term, successful partnership.
I’m incredibly fortunate to work alongside Abby Schultz , our outstanding Implementation leader. Abby is constantly reimagining how we collaborate across functions, especially with our Sales team. Why? Because Sales doesn’t just bring in the business; they build relationships. They spend weeks, sometimes months, understanding a client’s needs, challenges, and aspirations. That insight is invaluable, and it should never get lost in the “handoff.” Every touchpoint must remain intentional.
Abby’s team invests heavily in internal preparation. They don’t just show up to the kickoff call – they arrive informed, aligned, and ready to lead. Through deep collaboration with Sales, they ensure that every client feels seen, heard, and understood from day one. That’s how we create momentum early and pave the way for a successful program launch.
🔄 Shaping the Experience from the Inside Out
Earlier this year at Dash Solutions, we made a deliberate and strategic shift: we moved our client onboarding team from Operations to Client Success. On the surface, it might look like a simple org chart update, but in reality, it was a bold statement about what we value most: delivering long-term value to our clients from the very first interaction.
This move signaled something bigger: onboarding isn’t just a technical process – it’s a relationship-building moment. It’s where we begin delivering on the promises we made during the sales process. It’s where trust is either reinforced or eroded. And it’s where the client begins to form their first real impression of what it’s like to work with us.
Yes, our team handles the nuts and bolts, configuring payment attributes, setting up programs, and guiding clients through seamless API integrations. But that’s just the baseline. What truly sets us apart is the intentionality we bring to every interaction.
We ask ourselves:
- Are we delivering on what we promised during the sales process and the SOW?
- Is the client experiencing value quickly and clearly?
- Do they feel confident in our solution and us as a team?
- Are we building a relationship, not just completing a checklist?
This is about more than execution – it’s about experience and deep subject matter expertise that kindles successful outcomes. It’s about moving from promise to proof, and doing it in a way that feels personal, thoughtful, and aligned.
And that journey doesn’t start with the client. It starts with us: how we prepare, how we communicate internally, and how we show up as one unified team. Because when we’re aligned on the inside, we create a far more powerful experience on the outside.
Final Words
Client onboarding is a promise- contractually and abstractly. A promise that what was said during the sales cycle and documented in the SOW will be honored in delivery. A promise that the client’s goals will be understood, respected, and prioritized. And most importantly, a promise that we are in this together as partners.
We vow to continue to show up with intention, lead with empathy, and build something meaningful from day one. Because how we start determines how far we go to Make Payments Mean More for our clients.
Written by: Maggie O’Toole, Chief Client Officer
