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 - https://amzn.to/3UWwtZ5 Donna's Contact: https://donnaweber.com We're here to help create multifamily entrepreneurs... Here's how: Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors) ?https://jakeandgino.com/apply 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. Connect with Jake & Gino on the social media platform you are most active on: https://jakeandgino.com/link-tree/