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Beginner 15 min
The Client Onboarding Machine
First impressions are everything. Build a repeatable system that makes every new client feel like your only client.
“If your onboarding process is 'send a contract, figure out the rest later' - you're not onboarding. You're hoping.”
What you'll learn
Welcome packetKickoff call structureAccess & credentialsCommunication protocols
Send a welcome packet immediately after signing. Include: signed contract, invoice, project timeline, communication protocols, and what they need to provide.
Kickoff call agenda: introductions, project goals, timeline review, access/credentials, decision-maker matrix, question time.
Set expectations upfront: response times, meeting cadence, revision policy, what happens when scope changes.
Use a project management tool (Notion, Asana, Trello) shared with the client. Transparency builds trust.