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When TGI Fridays first opened its doors in Bristol, England, it was as unfamiliar as the classic peanut butter and jelly sandwich. For most Brits, this “American diner extravaganza” was an entirely new experience, especially for someone just finishing sixth form college. With energetic staff, shirts bursting with badges, and a lively atmosphere, this wasn’t just another restaurant; it introduced a new way of dining.
From the moment you walked in, the TGI Fridays staff would greet you with, “Have you ever been to a TGI Fridays before?”
If you hadn’t, they would walk you through everything: how to order, where to find the drinks menu, and even what the badges meant. But even if you had visited before, they’d still guide you through the process: “Then you’ll know this is how it works,” and proceed with their introduction.
This wasn’t just about preventing confusion. It was about creating a welcoming, structured environment where every guest—whether a first-timer or a regular—felt confident and clear on what to expect.
Why This Matters for Client Experience
This approach has shaped how I view client onboarding systems—especially in financial advisor coaching, accountancy firms, and mortgage brokerages. In our world, clients can feel overwhelmed by complex processes or industry jargon. But when we make their first interactions simple and reassuring, we’re not just delivering a service; we’re shaping an experience that stands out.
Financial advisers and their teams know that exceeding client expectations is part of the job. But the faster clients understand how to work with you—what will happen next, who to contact, and how support works—the more secure and excited they feel about your partnership.
A great onboarding process sets you apart from competitors. It reassures new clients that your systems are polished and reliable, building trust from day one. Each step sends an important message: “We’ve got this covered. You’re in good hands.”
The Competitive Edge for Financial Advisers
Incorporating lessons from TGI Fridays into your client experience doesn’t just simplify things for your clients—it can transform your reputation. Happy clients who feel looked after are more likely to stay loyal, refer others, and become advocates for your business. For self-employed financial advisers, accountants, and brokers, this is crucial for building long-term relationships and sustainable growth.
Just like TGI Fridays turned a potentially overwhelming dining concept into something fun and accessible, you can do the same for your clients. A well-designed onboarding system can boost trust, loyalty, and referrals, lifting your financial advice services above the competition.
Related: Turbulence Ahead? The Case for Ongoing Financial Advice