Client Onboarding Checklist

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Phase 1

Pre-Onboarding Prep

Before the client signs. Get these done so day one is seamless.

Create client folder in project management tool

Standard folder structure: /briefs, /assets, /deliverables, /feedback, /admin
Prepare client intake questionnaire

Brand guidelines, target audience, goals, KPIs, existing assets, competitor references
Set up communication channel

Slack channel, email thread, or project portal. One channel only - no DMs.
Assign internal team and roles

Account lead, project manager, creative lead. Client knows who to contact for what.
Draft project timeline with milestones

Week 1-2: Discovery. Week 3-4: First deliverables. Week 5+: Iteration. Include buffer.

Pro tip: Send the intake questionnaire within 1 hour of contract signing. Momentum matters - the client is most engaged right after saying yes.

Phase 2

Kickoff Meeting

The meeting that sets the tone. Get alignment here or pay for it later.

Review completed intake questionnaire together

Confirm goals, KPIs, and success criteria. Write them down visibly.
Walk through the project timeline

Key milestones, check-in cadence, when they'll see first output.
Confirm communication protocols

Where to send feedback, expected response time (yours and theirs), meeting cadence.
Collect all access credentials

CMS logins, analytics access, social accounts, ad platforms. Use a secure password manager.
Define the feedback and revision process

How many revision rounds, what format (Loom > email), turnaround time for each.
Send recap email within 2 hours

Action items, deadlines, next meeting date. Written confirmation prevents "I thought we agreed to..."

Pro tip: Record the kickoff call (with permission). New team members who join later can watch it instead of getting a secondhand summary.

Phase 3

First 30 Days

The window where clients decide if they trust you. Nail this and retention handles itself.

Week 1: Deliver a quick win

Something tangible within 5 business days. An audit, a mockup, a first draft. Show momentum.
Week 1: First progress update

Short update (3-5 bullets): what's done, what's next, anything needed from them.
Week 2: Check-in call

15-minute call. Are they happy? Any concerns? Course correct now, not at month 3.
Week 2: First major deliverable

Present with context: here's what we did, why, and what we recommend next.
Week 3: Escalation path confirmed

Team knows: when to escalate, who to escalate to, and what "urgent" actually means.
Week 4: 30-day review meeting

What's working, what's not, metrics check, adjust strategy if needed. Set next 30-day goals.
Week 4: Internal team retro

What did we learn? What would we do differently? Update your process for the next client.

Pro tip: The 30-day review is your upsell moment. If the first month went well, this is where you naturally discuss expanding scope.

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