New Customer Onboarding: A Step-by-Step Guide

First impressions matter. The way you onboard your customers can make or break their experience with your business. A smooth onboarding process not only keeps your customers happy but can also be the difference between a long-term customer and someone who drops off after their first session. 

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A great onboarding experience makes students feel welcome, informed, and confident about what to expect. In this guide, we’ll walk you through the best way to onboard new members, from the moment they sign up to their first few classes and beyond. 

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Why Onboarding Matters

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Before we dive into the “how,” let’s talk about the “why.” Onboarding is more than just a paperwork exercise, it’s your chance to:

• Build trust and rapport with new members.
• Set clear expectations about your classes, policies, and procedures.
• Make a great first impression that turns new sign-ups into loyal fans.

A well-executed onboarding process can reduce no-shows, increase customer satisfaction, and even boost word-of-mouth referrals. In fact, an effective onboarding process can increase customer retention by up to 50%. Ready to make it happen? Let’s go!

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Step 1: Simplify the Sign-Up Process

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The onboarding journey starts the moment a new member signs up for your classes and nobody likes a confusing or time-consuming registration process. Make it as easy and enjoyable as possible.

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1. Make Sign-Ups Hassle-Free

Give new members the flexibility to sign up online. Not everyone has the time to visit in person, so offering an easy online booking option removes barriers. Share your unique booking link on your website, social media, and email campaigns to make it accessible from anywhere.

2. Collect Essential Information

During sign-up, ask for essential details like contact information, emergency contacts, and skill level. Keep it simple—too many questions can feel overwhelming and may discourage potential students from completing the process.

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‍3. Give a Warm Welcome

As soon as someone signs up, send an automated welcome email to make them feel valued and prepared. Be sure to include:

• A friendly thank-you message.
• Key details about their first class (date, time, location).
• What to bring or wear (e.g., swimwear, dance shoes, notebooks).
• A link to your FAQs or policies for easy reference.
• Contact details in case they have questions.

If your business uses a booking system like Udio, it does all the hard work for you—from giving you a unique booking link to embed on your website to collecting member details and automatically sending welcome emails. It makes sign-ups smooth and simple!

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Step 2: Set Clear Expectations

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Nothing frustrates new members more than not knowing what to expect. Be transparent and proactive in your communication to avoid misunderstandings.

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1. Share Your Policies: 

‍Send a quick overview of your cancellation policy, payment terms, and any other important rules. This helps avoid misunderstandings later.

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2. Provide a Class Overview‍

If you’re running a multi-week program (like swim lessons or tutoring), share a brief outline of what they’ll learn or achieve. This builds excitement and shows you’re organised. If they need to bring any special equipment or need to dress a certain way, please ensure to mention this as well. 

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3. Introduce Your Team‍

Include a short bio or photo of the instructor in your welcome email. This personal touch helps new members feel more comfortable and connected.

A simple video, email or FAQ page on your website can help get everyone on the same page. 

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Step 3: Make Their First Class Memorable

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The first class is your chance to shine! Here’s how to make it a great experience:

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1. Send a Reminder‍

Send a reminder email or SMS 24 hours before the class. Include:

• The class time and location.
• What to bring.
• A friendly note like, “We can’t wait to see you!”

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2. Greet Them Personally‍

When they arrive, welcome them by name and introduce them to the instructor or other students. A little warmth goes a long way!

3. Provide a Quick Orientation

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Take 5 minutes to show them around (e.g., where to put their belongings, where the restrooms are) and explain how the class will run. This helps them feel more at ease.

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4. Encourage Questions‍

For younger students being new to a class might be daunting, be patient and make sure they feel comfortable to ask any questions. Pairing younger students with more experienced students (such as a ‘buddy system’) can also help settle them in properly. 

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Step 4: Follow Up After the First Class

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The onboarding process doesn’t end when the class does. Follow up to keep the momentum going.

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1. Send a Thank-You Message‍

Send a post-class email thanking them for coming. Include:

• A recap of what they learned or achieved.
• A link to book their next class.
• A request for feedback (more on this below).

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2. Ask for Feedback‍

Send a quick survey to find out how their first class went. This shows you care about their experience and gives you valuable insights to improve.

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3. Offer Incentives for Rebooking‍

Encourage them to come back by offering a discount on their next class or a referral bonus if they bring a friend.

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Step 5: Build Long-Term Relationships

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Onboarding is just the beginning. Keep your new members engaged and coming back for more.

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1. Track Progress and Share Updates
For businesses like swim schools, dance studios, or tutoring centres, tracking student progress and sharing updates with parents or members shows you’re invested in their success. A quick progress report or personalised message can make a big difference in motivation and retention.

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‍2. Celebrate Milestones
Recognising achievements, whether it’s completing a level, mastering a new skill, or attending a certain number of sessions, helps students feel proud and valued. A simple certificate, shoutout in class, or congratulatory email can go a long way in making them feel special.

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‍3. Stay in Touch
Regular communication helps keep your business top of mind without being overwhelming. Send updates, helpful tips, or occasional promotions to keep customers engaged and excited about their journey with you.

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Pro Tip: Leverage a Booking System for a Smooth Experience 

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Here’s the best part: Udio can handle most of this for you! From class bookings and progress tracking to payment processing, our platform is designed to make onboarding seamless and stress-free. Spend less time on admin and more time doing what you love: teaching, coaching, and inspiring your members.

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