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What does your ideal client onboarding process look like?
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After working with dozens of clients over the years, I've refined my client onboarding process to something that works really well for me. I'm curious what others are doing.
My process starts with a discovery call where I ask specific questions about their needs, timeline, and budget. If we're a good fit, I send a proposal with clear deliverables and pricing.
Once they accept, I send a contract (which includes all those important freelance contract clauses we've been discussing) and an invoice for the deposit.
After payment, they get access to my client portal with a welcome packet that includes:
- Project timeline
- Communication guidelines
- File submission instructions
- My availability calendar
- Links to any tools we'll be using
What's included in your client onboarding process? Any particular steps that have made a big difference in how smoothly projects run?
Your client onboarding process sounds really thorough. I have a similar approach but I've added a couple of things that have made a big difference.
First, I send a project kickoff questionnaire" after the contract is signed but before we start work. It asks for things like brand guidelines, access to existing assets, key contacts, and success metrics. This ensures I have everything I need to hit the ground running.
Second, I schedule a formal kickoff meeting (even if it's just 30 minutes) to review the project plan, timeline, and communication protocols. This meeting sets the tone for the entire engagement.
Third, I create a shared project management space (I use Trello) where clients can see progress, leave feedback, and access files. This transparency builds trust and reduces back-and-forth emails.
The goal of my client onboarding process is to eliminate uncertainty and set us up for success from day one.
I love the idea of a client portal! My client onboarding process includes something similar - I use Notion to create a personalized workspace for each client. It has sections for project brief, timeline, deliverables, communication guidelines, and file storage.
One thing I've added to my process that's been really helpful: a working style" discussion. I ask clients about their preferred communication style (detailed emails vs quick chats), decision-making process, and feedback preferences. This helps me adapt to their style while maintaining my boundaries.
Also, I send a welcome video (just 2-3 minutes) introducing myself and walking them through what to expect. Clients have told me this makes the process feel more personal and less transactional.
The most important part of any client onboarding process, in my experience, is making sure the client feels heard and understood from the very beginning.
My client onboarding process has evolved to include what I call expectation alignment" as a key step. After the contract is signed but before any work begins, I schedule a call specifically to align on expectations.
During this call, we discuss:
- What success looks like for this project
- How we'll measure progress
- What potential obstacles might arise
- How we'll handle changes or challenges
- Communication protocols for different types of updates
This conversation has prevented so many misunderstandings down the road. It's amazing how often clients and freelancers have different ideas about what "done" looks like or what "regular updates" means.
I also include a simple project charter document that captures what we discussed. Both of us sign it, and it becomes part of our project documentation.
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