5 Steps to Onboard New Clients

So you’ve signed on with a new client. Congratulations! It’s so fun and exciting to start working with a new client. It’s the best feeling when the signature comes in on your proposal. So now what? I want to chat today about the steps to take to onboard new clients.

Well, at least this is what I do! Everyone’s systems can vary, so I want to share how I onboard new clients. Feel free to use my model to onboard clients or use this to learn how I operate if you’re interested in my services. 

Let’s get into it!

Why You Need an Onboarding System

Many clients I’ve worked with are nervous about hiring someone to help in their business. They’re handing part of something over to someone else that they’ve built from the ground up, and it’s scary! I try my best to explain my processes to new clients to put them at ease. Explaining what you do and why you do it will help calm their nerves and portray you as a professional. 

It also helps streamline your business! You know exactly what you need to do when onboarding a client and can answer any questions they have about working with you. When your business grows to the point of needing a team, you can easily train them on your processes when working with new clients.

5 Steps to On-Board a New Client

1. SCHEDULE A WELCOME CALL.

I schedule a short call after the contract is signed. Most of what I do for clients is blogging and SEO, so I want to get an idea of content ideas they already have and brainstorm some new ones with them. That way, we’re both on the same page about the content I will produce, and there are no surprises. 

2. STUDY.

I always study my new client’s business. Since I’m writing their content, I need to nail down their voice and brand personality pretty quickly. I look at their social media and blog and explore their website to learn who they serve, what they do, and how they do it. I usually do this before the welcome call so I can come prepared with content ideas relevant to their business. I also ask clarifying questions if anything about their website or business confuses me. It’s a learning curve when signing a new client, for sure!

3. GET ACCESS TO ALL THE TOOLS YOU NEED.

This is crucial to get at the beginning of your working relationship. It’s much easier to ask for these things before you need them, rather than realizing you need them and projects getting delayed because you waited to ask.

I usually ask for access to tools and passwords on the welcome call. If they already have platforms established that they use to communicate with team members, I will need to be added. We also agree on the best ways to contact each other, whether that’s via email, phone, meetings, or Slack. Here are a few other things you may need to get access to:

• Communication platforms (Slack, Voxer)
• Task management platforms (Asana, Trello)
• Their website (WordPress, Squarespace)
• File storage (Google Drive, Dropbox)

I also need the client’s brand kit if they have one. It gives me a great idea of their brand voice, tone, and overall vibe. If they don’t have a formal brand kit, I ask for their fonts, colors, and logo. Even though I’m not specifically a graphic designer, I do design some graphics in Canva for social media posts and blog banners where I will need that information to stay on brand. 

4. AGREE ON A TIMELINE.

The next step is to get on the same page regarding when you are expected to deliver your services. For my retainer clients, I require a three month minimum. During our strategy call, we agree on three months of blog content ideas. That way, I have a timeline ready to go and I don’t have to bother them.

As a bonus tip, I always get the first 1-2 pieces of content delivered to the client early because of the learning curve that comes with signing a new client. Clients will usually come back with edits as I’m getting used to their brand voice, processes, and business. It’s completely normal! My main goal is to deliver quality content that the client is happy with. 

5. GET TO WORK!

Now that you’re on the same page with your new client, it’s time to get to work! Remember to always deliver on-time, quality work that exceeds expectations. It’s the best way to keep a loyal client and maybe even receive future referrals! 

It’s exciting to onboard new clients. This system has greatly helped me adjust to working with new clients. I hope it helps you or makes you feel comfortable reaching out to me to schedule a discovery call. I’d be happy to chat with you about how we can work together and answer any questions you have.