The 6-step client onboarding checklist (Full Guide with Template)

In the excitement of a new project, it's easy to forget all of the little details to get a client set up. Having a documented onboarding process makes your life much easier. You get clients up to speed faster, show off your organizational skills, and save mental space for the work clients hired you to do.

Client onboarding checklist

Having onboarded hundreds of clients, I’ve crafted a client onboarding checklist designed to simplify your workflow. This checklist (access the Google Docs template by clicking the link or the image below) is perfect for freelancers and agencies, encompassing six key administrative areas.

Feel free to make a copy, customize it to suit your needs, and refer to it each time you secure a new client. Before diving into the details, let’s explore each step in more depth.

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1. Send Welcome Documents

Initiating the customer onboarding process begins with extending a warm welcome to your new clients. This crucial first step establishes a positive relationship and sets clear expectations from the start.

The Welcome Steps from the Checklist

Welcoming your client involves two main tasks: sharing information about your business and collecting essential details from them. By providing a prepared welcome document, you can address frequently asked questions upfront and ensure a smooth start.

1. Outline Your Process: Clearly detail every step involved in working with you, including specific timelines and deliverables. This transparency helps manage client expectations and fosters trust.
2. Introduce Your Team: Provide relevant contact information for each team member involved with the client, and explain their roles in the process. This ensures clients know who to reach out to for various needs.
3. Remind Clients of Your Payment Terms: Clarify your payment terms, including when and how payments should be made upon project completion, and specify the costs for each deliverable.

Additionally, this is the time to send clients an intake form to gather essential information such as:

• Contact Information: For any new points of contact you haven't met yet.
• Project Details: Including client goals and deadlines.
• Access to Documents: Such as branding guidelines.
• Platform Access: Guest access to internal tools like Dropbox or Google Analytics.
• Internal Resources: Information about internal subject matter experts and other knowledge resources you can use.

2. Get Your Legal Ducks in a Row

The smoother your contract process, the better your onboarding experience. A well-defined agreement and NDA process not only saves you time but also shows your professionalism, even if you’re running on too much caffeine.

The Legal Steps from the Checklist

Your customer onboarding process might differ at this stage, depending on who provides the contract. Here are the typical scenarios:

1. Client-Initiated Contracts: Sometimes, the client’s company will have an NDA or contract from their legal team that they need you to sign. In this case, you will need to wait for them to send it to you, or you may need to remind them to initiate this step.
2. Your Contracts: If you’re providing the contract, ensure it’s prepared and ready to send as soon as the client is onboarded. This includes:
   • Standard Agreements: Have a standard contract template that covers the essential terms and conditions for your work.
   • Non-Disclosure Agreements (NDAs): Include an NDA if you’ll be handling sensitive information.

Steps to Streamline the Legal Process:

• Prepare Templates: Have your contract and NDA templates reviewed by a legal professional and ready to go for each new client.
• Digital Signatures: Use digital signing tools like DocuSign or HelloSign to expedite the signing process.
• Follow Up: If you’re waiting on the client to provide their contract, set reminders to follow up with them regularly.

By having these legal documents ready and processes in place, you demonstrate that you are organized and proactive, ensuring a seamless start to your working relationship.

3. Prepare to Get Paid

Handling some administrative tasks upfront ensures you get paid on time and without hassle.

The Finance Steps from the Checklist

Like legal onboarding, financial steps may vary based on the client's processes. Here’s how to streamline your payment setup:

1. Accounting and Invoicing Software: Use your preferred accounting or invoicing software to manage payments. However, be prepared to adapt to your client's preferred payment platform if necessary.
2. Invoice Templates: Have an invoice template ready that you can easily customize for each client. Include all necessary details, such as project milestones, deliverables, and payment terms.
3. Tax Documentation: Manage any necessary tax documents, like sending a W-9 form if required.
4. Centralized Rate Logging: Keep a central record of agreed-upon rates for each client, especially if rates vary between clients. This helps ensure clarity and consistency in your billing.
5. Deposit or Upfront Payment: If your policy requires a deposit or upfront payment, set this up now. Make sure clients are aware of these terms from the start.

Streamlining the Payment Process

• Automated Bookkeeping: Connect your payment processor to your accounting software to automate income tracking. This reduces human error and saves time by eliminating the need to manually transfer financial data between applications.

By setting up these financial processes early in the onboarding phase, you can ensure timely payments and focus more on delivering quality work to your clients.

4. Open the Communication Lines

Effective communication is vital for a successful client relationship. Setting clear expectations and establishing communication channels from the beginning can prevent misunderstandings and ensure smooth collaboration.

The Communication Steps from the Checklist

1. Preferred Communication Channel: Ideally, you and your client will have the same preferred communication tool. If not, you might need to adapt to the client's preferred chat app or invite them to use yours.
2. Organization: Create a dedicated folder, channel, or label for the new client in your inbox or chat app. This helps keep all communications organized and easily accessible.
3. Set Response Time Expectations: Clearly communicate your typical response times so clients know what to expect and aren’t left waiting.
4. Schedule a Kickoff Call: Use this step to arrange an initial meeting with your client. A kickoff call is an excellent opportunity to discuss project details, set expectations, and establish a rapport.
5. Regular Touchpoint Meetings: Plan and schedule regular update meetings to keep the client informed about project progress. Consistent communication helps build trust and ensures that the client feels involved and updated.

By opening and organizing communication lines early, you can ensure a collaborative and transparent working relationship, avoiding the pitfalls of miscommunication and fostering a productive partnership.

5. Set Up Your Project Plan

With your client nearly onboarded, it's time to set up your project plan and organize your workflow for smooth execution.

The Project Management Steps from the Checklist

1. Create a Client Workspace: Establish a dedicated space for the new client in your project management system. This could be:
   • A new Google Drive folder or Notion page.
   • A board on Trello or monday.com.
   • A new client in your time tracking app.
   • Any other tool you use for managing projects.
2. Customize the checklist to include specific steps for your chosen project management tool.
3. Client's Project Management Tool: Sometimes, you may need to join the client’s project management system. While managing multiple tools can be challenging, it’s often necessary. Ensure you understand their system and integrate it into your workflow as seamlessly as possible.
4. Statements of Work (SOW): If you use SOWs to manage project specifications, prepare and sign one for your initial project. For similar future projects, use this SOW as a template to save time and maintain consistency.
5. Task Tracking and Assignments: Set up a system to track and assign specific tasks with due dates. This could be within your project management tool, ensuring every team member knows their responsibilities and deadlines.
6. Automated Project Updates: To keep clients and teammates informed, automate your project management workflows. Use automation tools to send project updates as messages, reducing the need for manual updates and ensuring everyone stays in the loop.

By thoroughly setting up your project plan and workspace, you create a structured environment that supports efficient project execution and clear communication, paving the way for successful client collaborations.

6. Share Your Masterpiece

When it's time to deliver your service, sharing the final product with your client is the last crucial step. Whether it's a pitch deck, an article draft, or a personalized plan, ensure the handoff is smooth and professional.

The File Sharing Steps from the Checklist

1. Prepare Client-Ready Files: Organize your completed work in a dedicated folder or workspace. This could be on platforms like Google Drive, Dropbox, or your project management tool.
2. Invite Clients to the Workspace: At the start of the project, invite clients to the folder or workspace where you will store all client-ready files. This way, they have access from the beginning, and you don’t need to send files individually later on.
3. File Notifications: Set up a system to notify clients when a new file is added to their folder. This can be done manually or through automation tools that send notifications automatically when a file is moved to their folder.
4. Automate File Management: Use automation tools to streamline the process. For example, you can trigger an email or message notification to your client whenever a new file is uploaded to their workspace. This reduces manual follow-up and ensures clients are promptly informed.
5. Feedback Loop: Once the files are shared, be prepared for feedback. Refresh your email or communication tool frequently to catch client responses and address any revisions or questions promptly.

By setting up an efficient file-sharing process and utilizing automation where possible, you can ensure that your clients receive their deliverables promptly and that you can handle feedback quickly and efficiently, leading to a smooth conclusion of your project.

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