7 Steps of Client Onboarding Process (Checklist + Guide)
- Adilla
- Sep 26
- 4 min read
For freelancers, before onboarding your client, there are a few things you would have to factor in before the legal paperwork rolls in or even after that. Thus, we have prepared a client onboarding checklist to get started.
Table of Contents
What To Prepare and Note When Preparing Your Onboarding Checklist
When it comes to onboarding, there are pre-, during- and post-documents or checklists that you should prepare to ensure a smooth process. Not every agency would have a similar onboarding experience. What we have created is a client onboarding checklist for freelancers to better onboard your future creators and freelancers.
7 Steps to Onboard Your Client
Step 1: Research On the Client
Of course, before considering onboarding your client, you would need to conduct in-depth research beyond just their objectives and challenges.
Take the position of a customer or a user, how would they view your client’s product or outcomes?
How would you interpret their mission, and does it reflect what they are trying to achieve?
Other than that, what about within the industry and their fellow competitors?
Do they stand out or share familiarity?
By asking yourself these questions as you research your client, you will know what to do to assist them when onboarding.
While it isn’t necessary to go into full detail in this step, it helps with setting expectations for creative project onboarding and preparing for the next step.
Step 2: Set Clear Expectations with a Questionnaire
Let them know your expectations before onboarding them.
What should they know before getting on board?
What are they required to do when onboarded into the team?
Set the timelines and deliverables that you would want from them.
When it comes to the questionnaire, it helps in knowing what your client’s preferences and expectations are. So, it must consist of their goals, capabilities, specific KPIs or objectives they would like to focus on and the sort of target audience they’re familiar with.
The questionnaire should be detailed but not overwhelming. The main thing you should want to achieve with this survey is to prevent scope creep.
Step 3: Sort Out the Legal Paperwork and Payment
Now, you’ll sort out the paperwork on this part of the client onboarding checklist. Once goals and expectations are aligned, draft all the necessary documents: contracts, terms and agreements that are relevant.
This will protect both your agency and your newly onboarding client. Make sure everything is written in a verified and proofed document. Prevent stating anything official in messages or emails to avoid miscommunication or misinformation.
Step 4: Set Up the Technicalities and Communication Channels
Inform your client what tools and platforms are required, and if their current set-up needs assistance in installing them. With the right access and familiarisation with what is needed, tasks and deadlines can be assigned, then workflows can be created according to your client’s capacities.
Step 5: Kick-off Meeting to Align on the Project
An introductory meeting sets the stage for how the project will be conducted with your newly onboarded client. Organise a detailed agenda that covers all the essential topics of the project, besides introducing the team members, like timelines, communication style, addressing potential challenges and deadlines for key deliverables.
Ensure that your client is aligned and understands what the project’s objectives and timelines are.
Step 6: Schedule Regular Check-Ins
The first month of onboarding the new client can be overwhelming for them, so perform regular early check-ins. This will prevent misinformation or the need for repetitive revisions.
This will give your client accountability to set the tone for the changes they would need to make to match their capabilities. While it doesn’t have to be weekly, a bi-weekly or monthly check-in can be done as well, depending on the frequency or pacing of the project.
Step 7: Send a Post-Onboarding Survey
Final step of the client onboarding checklist, the survey doesn’t have to be an array of questions. Focus on the key aspects of the onboarding experience with rating scales and open-ended questions to improve the next onboarding experience. It is best to send this during the first month since their onboarding session, so they will be able to answer with the memory still fresh in their mind.
Key Takeaways
By preparing an onboarding checklist, the process of introducing your new client into the project and team is smoother.
This also prevents miscommunication and misinformation, ensuring the experience for both you and your client is pleasant.
Frequently Asked Questions (FAQs)
What common mistakes do freelancers make when onboarding clients?
One of the mistakes that freelancers make when onboarding clients is rushing the process and not letting the client process the information at their own pace. While individuals have different ways of processing information, if you are pressed for time, inform your client of your expectations or set a deadline.
What ways can we build trust for our new client during onboarding?
Building trust with your new client during onboarding can be done by being transparent with timelines, deadlines and expectations of their work. Being understanding with your client’s personal and work goals when integrating into the team is also one of the ways.
Why is client onboarding important?
Client onboarding is important, as it prevents miscommunication and ensures a successful partnership and integration into the team.
This is my first client. Is there a client onboarding checklist to help me better prepare for this session?
We have a post and a checklist for your first onboarding meeting with your client here:
Author Bio
With a background in Arts English, Adilla has been a casual writer for various hobbies, like parodies of animated shows and plots for board games. She loves to read anything and everything, from fantasy stories to articles on tips and tricks. Now, an advocate for mental health and effective project management for the creative industry. Currently, Adilla resides in Malaysia and is a creative writer at TESSR. To know more about her, check out her LinkedIn.
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