Wait, who is this?

All of our sales up to this point had come from our JV partner, so the customers were warm and familiar with our offering. The JV partner also was doing all the setup. In March, we got our first 'off the web' client, who had heard about us from ... ?

We realized we didn't have an onboarding process... at all... and spent some sleepless nights making sure this was put in place. Whoops.