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Apr 20, 2023

Donna Weber is the author of "Onboarding Matters" Jake and Gino discuss the importance of customer onboarding , customer retention and apply it to multifamily.

In this episode, you'll discover how customer onboarding can make or break a business, the neuroscience behind building trust, and the power of effective communication. Listen in for actionable steps, horror stories, real-life examples, and insights to improve your customer experience and turn your clients into loyal champions. Don't miss this informative and engaging conversation!

Episode Chapters
00:00 - Intro
00:59 - Donna Weber's Background and onboarding experience
01:53 - Horror Stories of Bad Onboarding
05:18 - Advantage of Communication when Onboarding
10:39 - Neuroscience and Onboarding
11:49 - Adressing Buyer Trepidations from the Beginning
13:06 - After Purchase Remorse and how to Fight it
18:27 - The Six Steps
21:47 - Using The 6 Steps Onboarding in Multifamily
28:13 - Motives Behind Writing "Onbording Matters"
32:37 - Onboarding For Team-members / employees
34:57 - First Steps to Creating the Customer Journey
37:52 - Book Reccomendations from Donna Weber
39:11 - Contact Donna Weber
39:40 - Wrap Up

#onboarding #realestateeducation #customeronboarding

Donna's Book: Onboarding Matters -
Donna's Contact:

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About Jake & Gino
Jake & Gino are multifamily investors, operators, and mentors who have created a vertically integrated real estate company. They control over $250M in assets under management. They have created the Jake & Gino Premier Multifamily Community to teach others a simple three-step framework for investing in multifamily real estate.

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