My onboarding system fell apart yesterday and I lost a new client in under 2 hours

I had this nice little email sequence for new clients, thought it was bulletproof. Yesterday a new client signed up at 9am and by 11am she was already emailing me upset because nobody had told her how to access our project board. Turns out the automation link broke three weeks ago during a software update and I never checked. I spent the whole afternoon rebuilding it in Trello with manual check-ins instead. Has anyone else had their automated systems go silent and lose someone because of it?

2 comments

2 Comments

milam428d ago

Honestly I used to think automation was the way to go for everything but your story made me reconsider. Sometimes a quick manual check beats a broken link that nobody notices for weeks.

wren3018d ago

Mix automation with random manual checks so the gaps get caught before anyone notices.