CLIENT
ONBOARDING
This SOP will walk you through the
Client Onboarding process.
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CLIENT ONBOARDING
Client onboarding will influence your Clients' first impression of working with
you. It's essential that this process is organized and flows seamlessly so you
can get access to all of the information you need to get started.
You do not want to delay getting started for your Clients. You want your
contractors to hit the ground running.
Client Onboarding
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STEPS TO CLIENT
ONBOARDING
Have the Client sign your
1 agreement
PART
You can access our sample agreement, however, we
recommend you use this as a base.
Client is setup on auto-bill.
2
PART
This is based on the agreed upon fee and billing
cadence.
Month 1 payment is received.
3
PART
Never account for the money until it's in the bank,
confirm that Month 1 payment is received from the
Client.
Send the Client your Onboarding
4
Email
PART
This should include all of the information you need to
get started for them and drive excitement.
Compile the necessary Service
5
PART
Delivery SOPs and have your
Expert ready to go
Client Onboarding
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STEPS TO CLIENT
ONBOARDING
Set Client Communication
6 Expectations
PART
These should be set early on in the Client
Relationship.
Touch base with the Client within
three days of sending the
7
PART
onboarding email
Consider doing this over a 30 minute on-boarding
call.
Client Onboarding
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THE CLIENT
AGREEMENT
The first step to Client Onboarding is having the Client sign your agreement.
We have an agreement available for you to use as a base but we
recommend making sure this is tweaked to reflect your location.
We also recommend having a Lawyer review your agreement to ensure it
adheres to local laws.
Client Onboarding
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CLIENT PAYMENT
Once the agreement has been signed, the Client should be setup on auto-bill
in Stripe based on the agreed upon fee and billing cadence. An invoice
should also be sent for the first month's payment and confirmation of
payment should be performed.
Remember the golden rule of Client onboarding: Never account for the
money until it's in your account.
Client Onboarding
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YOUR ONBOARDING
EMAIL
As soon as Clients sign the contract and pay, they are going to be excited
and ant to get started.
We like to send an initial onboarding email within 24 hours that includes:
A brochure
A link to the Google Form that outlines what we need from them
Next steps
We use a Google Form to gather information, login credentials and brand
assets from your Client. This ensures you have exactly what you need to be
working with.
Information and access you need are:
Access to their Facebook or Google Ads account (if applicable)
You can provide them with instructions to do so through the SOPs:
Accessing your Client's Google Ads Account
Getting Access to your Client's Ad Account (Facebook)
For services such as SEO this may be login credentials for their
website or for social media management, this may be access to their
social media accounts
All brand assets/ logos
Their ideal Client/ target customer
Current Customer demographic information (if available)
Any industry specific language that should be used in the Copy
Clear outline of their services/ offers
The key benefits customers receive when they purchase this
Their primary competitors
Any additional information they want reflected in their Marketing
material
Client Onboarding
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YOUR ONBOARDING
EMAIL
We usually also like to include a brochure to drive excitement for our new
Clients.
We have built a detailed brochure that provides new clients with an
overview of what they can expect from our company and our services.
It provides:
An outline of our company
Key milestones
Lays out Client communication expectations
Overview of reporting
Client support offered
Overview of the systems we use
How the systems work
Client Onboarding
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YOUR SERVICE
DELIVERY
Based on the agreed upon services for your Client, you should have your
Service Delivery SOPs should be compiled to ensure a consistent and strong
execution process for your Client.
You should also already have your expert lined up so they can begin as soon
as the Client has paid their invoice and given you access to their ad
accounts.
Client Onboarding
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CLIENT
COMMUNICATION
Right from the start, we always want to clearly set Client Communication
expectations. This ensures that Clients are aware of our communication
channels, turnaround time and frequencies so there are no surprises. It also
gives us the ability to set the standard from early on in the relationship.
Remember: No Client should expect access to your 24/7 and through your
personal communication channels.
If you set expectations early and continue to politely remind Clients who go
outside of this, then you will be better setup for success.
Our recommend Client Communication cadence is:
24 hour (business day) turnaround to respond to questions
A quick (one paragraph) update on Mondays to start the week
Weekly reporting (we recommend on Wednesdays)
A bi-weekly 30 minute call to touch base (we recommend Wednesdays)
To set the Client Communication standards from the start, they should be
immediately set up on Slack (if applicable) so they always have that
communication channel to use.
Within three days of sending the initial on-boarding email, new Clients
should be contacted to ask if they have any questions. Sometimes, it works
well to do this over a 30 minute on-boarding call.
Client Onboarding
