Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

by Joey Coleman

Acclimation is about making your customer feel comfortable with the people, processes, and systems of your business. If the entire process of onboarding customers is about creating a welcoming experience through a managed, structured series of contacts, then the Acclimate phase is where it is most important to help the customer settle into a new reality, one that you know more about than they do. It’s frustrating, I know, but this behavior exhibited by new customers (being focused on themselves instead of your onboarding process) is common across all humans. The hard reality of dealing with humans is that we are all insular and self-centered (at least to some extent), and when we are paying other people for products or services, we generally expect them to do the work for us. This is not meant as a judgment of anyone—I am like this as a customer as well—it’s just a statement of fact.