So, you hired someone like me, an OSC trainer, coach, and hiring consultant, to help you find and train your next great Online Sales Counselor. Maybe we are even setting your program up from scratch.  I love working with builders to identify the right candidates and teach them the ropes of what it takes to be a successful OSC. That’s what I do.

But let me be really, really clear about one thing: hiring me is not a replacement for onboarding someone to your company.

With 20 years of experience in the industry, I can absolutely teach your OSCs a strong foundation to set your program up for success, everything from lead management to appointment setting, follow-up strategies, and converting online interest into real-world results. But if you’re not there, side-by-side, reinforcing what they’re learning and showing them how it all fits within your company, you risk working at cross purposes. I can build the structure, but it takes your involvement to make sure it stands strong within your unique culture and operations.

I had one builder in the past say, I’m just going to wait until they finish training with you (for 6-months) then I’ll get more involved. Ummmm No! That’s not how it works!

You Still Need to Welcome Them Into Your World

Just because someone learns how to do the job of an OSC doesn’t mean they understand how to do that job for you. Every builder is different. Your systems, your CRM, your sales processes, your culture, your communities, your people, none of that comes from me. That comes from intentional, thoughtful onboarding inside your company.

When a new OSC starts, they need more than a login and a “good luck!” They need to know:

• Where to find things
• Who to ask for help
• What the chain of command looks like
• What’s expected of them (and what’s not)
• How the marketing and sales departments actually work together
• What makes your company tick

This is where internal onboarding is critical. Because I can train an OSC to handle leads with finesse, but you need to teach them how to be a part of your team.

Leadership: Your Involvement Is Not Optional

Also, this is a big one, leadership needs to be involved in the onboarding process. Not just in the “wave from the corner office” kind of way. I mean really involved.

When leadership doesn’t know what the OSC is being taught, and then starts giving conflicting direction, it creates confusion and chaos. I’ve seen it happen too many times. I’ll say one thing in training, and then leadership unknowingly says another. And suddenly the OSC is stuck in the middle wondering who to listen to.

Worse? Sales agents who haven’t been brought up to speed on the OSC program, and they’re flat-out rejecting it. “Just give me the leads,” they say. And just like that, the entire system you invested in starts to crumble.

Top-Down Buy-In = Program Success

I’ve been saying since I started training in 2014, there needs to be a top down leadership buy-in or an OSC program fails. If you want your OSC program to succeed, and I mean really succeed, you need top-down buy-in. This means marketing, sales, and leadership are all part of the conversation when an OSC is brought on board. You don’t have to do the OSC training, I’ve got that part covered, but you do have to create an onboarding process that supports and integrates the OSC into your company. Especially when the program is brand new. And yes, in 2025, there are still new programs and builders who have not yet implemented the role of an OSC. (Or haven’t done it correctly but that’s a whole other blog post.)

Let’s stop pretending that training and onboarding are the same thing. They’re not.

Training is teaching someone how to do the job.
Onboarding is helping someone become part of the team.

The Most Successful Programs…

The best OSC programs I’ve ever worked with have one thing in common: collaboration.
Sales, marketing, leadership, and OSCs all working together with a shared vision, clear expectations, and a deep understanding of how the pieces fit. It’s not magic. It’s intentional.

So yes, hire me to help you find and train your OSCs. I love that part. You also
But don’t forget: They’re joining your company. And that part’s on you.

Let’s build something amazing together.