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Client Onboarding Checklist for Agencies

Good onboarding determines how well the project goes.

Bad onboarding: Client feels lost. They're not responsive.

They delay approvals. Project stalls.

Good onboarding: Client knows what to expect. They're engaged.

They move fast. Project ships on time.

Use this checklist at the start of every project.

Before Kickoff (Week 1)

  • Send project brief / SOW for signature
  • Collect signed brief / SOW
  • Set up project management tool (Asana, Linear, etc.)
  • Invite client to project management tool
  • Create shared folder (Google Drive, Dropbox) for files
  • Share shared folder with client
  • Schedule kickoff meeting
  • Send meeting prep work (client fills out questionnaire)

Kickoff Meeting

  • Introduce team members
  • Walk through timeline and milestones
  • Review scope (what's in, what's out)
  • Explain revision process
  • Set communication expectations (response time, meeting cadence)
  • Discuss reporting/check-in cadence
  • Answer all questions
  • Get clear decision-maker identified

Immediately After Kickoff

  • Send meeting notes to client
  • Clarify any decisions made
  • Send first set of prep work needed from client (content, assets, access)
  • Set deadline for client materials
  • Schedule next meeting/check-in

Access and Setup

  • Get website access if needed (FTP, CMS, hosting)
  • Get email access if needed
  • Get analytics access if needed
  • Get social media access if needed
  • Test all access (don't wait until needed)
  • Document all credentials securely

Information Gathering

  • Collect brand guidelines (if they exist)
  • Collect competitor examples
  • Collect past project examples
  • Collect target audience details
  • Collect technical requirements
  • Collect budget constraints (if not in SOW)
  • Collect timeline constraints (if not in SOW)

Team Setup

  • Assign project owner (internal)
  • Assign account manager (if applicable)
  • Identify team members and their roles
  • Set up team meetings (weekly, etc.)
  • Create project communication channel (Slack, email thread)
  • Ensure team has access to all necessary tools and files

Client Communication Setup

  • Identify primary contact at client
  • Identify backup contact
  • Establish preferred communication method (email, Slack, calls)
  • Set response time expectations
  • Set meeting time/frequency
  • Share your availability (when you're offline, response times)

Documentation

  • Create project folder structure
  • Create project brief in shared folder
  • Create timeline in shared folder
  • Create meeting notes template
  • Create deliverables checklist
  • Create approval process document

Week 1-2 Deliverables

  • Present project plan (timeline, milestones, deliverables)
  • Get client approval on project plan
  • Present discovery findings (if applicable)
  • Identify any gaps or risks early
  • Adjust timeline if needed
  • Get sign-off that everything is clear

Setting Expectations

Make sure client understands:

  • What success looks like
  • When they'll see deliverables
  • How revisions work
  • What they need to provide and when
  • Your communication cadence
  • How you'll handle changes
  • Payment schedule and dates

Red Flags to Address Early

  • Client is unclear on scope
  • Client doesn't understand timeline
  • Client can't provide required materials
  • Client has unclear decision-making process
  • Client has unclear budget
  • Client doesn't have a primary contact

If you see these, clarify them in Week 1. Don't wait.

The First Month Review

  • Check in with client: "How are things going?"
  • Assess: Are they responsive? Engaged? Happy?
  • Address any issues early
  • Adjust if needed
  • Celebrate early wins

Ongoing Documentation

  • Keep meeting notes updated
  • Keep timeline current
  • Keep shared folder organized
  • Keep client informed of progress

FAQ

How much of this is essential?

The core essentials: Signed SOW/brief, clear scope, project setup, access gathered, expectations set.

Everything else is hygiene that prevents problems.

What if the client resists onboarding?

They might feel like it's a lot. Reassure them: "This 2 hours upfront saves us 20 hours of confusion later."

Can I do this asynchronously?

Mostly, yes. But do the kickoff meeting synchronously. It's worth it.

How long does good onboarding take?

2-4 hours of your time across a week. It pays for itself in efficiency.

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