A step-by-step framework for onboarding new clients efficiently, setting expectations, and building lasting relationships from day one.
Why Client Onboarding Matters
The first 30 days of a client relationship set the tone for everything that follows. A smooth onboarding process reduces churn, builds trust, and establishes clear communication patterns. Studies show that agencies with structured onboarding retain clients 40% longer than those without.
Step 1: The Kick-Off Call
Schedule a dedicated kick-off call within the first week of signing. Use this time to align on goals, introduce team members, and establish communication preferences. Document everything discussed and share a summary afterward. This creates accountability and ensures everyone starts on the same page.
Step 2: Gathering Account Access
One of the biggest friction points in onboarding is getting access to client accounts. Create a standardized checklist of all platforms you'll need access to: Google Ads, Facebook Business Manager, Google Analytics, and more. Use a secure access management tool to streamline this process and avoid the back-and-forth emails that delay projects.
Step 3: Audit and Discovery
Before launching any campaigns, conduct a thorough audit of existing assets. Review past performance data, identify quick wins, and document areas for improvement. This audit becomes the foundation for your strategy and helps demonstrate value early in the relationship.
Step 4: Setting Milestones
Break the first 90 days into clear milestones. Week 1: Access and audit. Week 2-3: Strategy development. Week 4: Campaign launch. Month 2-3: Optimization and reporting. When clients can see a clear roadmap, they feel more confident in your process.
Resources & Further Reading
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