7-Step Definitive Guide: The Best Way For Marketing Agencies to Onboard New Clients

7-Step Definitive Guide: The Best Way For Marketing Agencies to Onboard New Clients

We all know that feeling when you land a new client, it’s exciting, but then the reality of the onboarding process sets in.

Between collecting documents, sending contracts, coordinating meetings, and making sure everything gets done, it can feel like a lot to juggle.

But what if it didn’t have to be that way? In this 7-step guide, I’ll walk you through a manual process that will make client onboarding simpler, smoother, and far less stressful. If you're ready to take the headache out of onboarding, keep reading!

Step 1: Create a Client Onboarding Checklist

The first step to a smooth onboarding process is organization. Start by creating a checklist of all the tasks that need to be completed before your client’s project officially kicks off. This checklist should include things like contract signing, information collection, and introductions.

What to include:

• Contract signing and payment setup

• Collection of necessary documents (logos, brand guidelines, etc.)

• Setting up access to communication tools (email, Slack, etc.)

• Assigning team members to client projects

By breaking the process down into clear tasks, you ensure nothing gets missed and you don’t feel overwhelmed.

Here's a complete checklist: https://theoflow.com/articles/marketing-agency-onboarding-checklist

Step 2: Set Clear Expectations from the Start

Nothing kills the excitement of a new client relationship like confusion or mismatched expectations. From day one, make sure you and your client are on the same page.

How to set expectations:

• Send a detailed welcome email explaining the next steps.

• Include a timeline that outlines key milestones and deadlines.

• Let them know how they can contact you and what information you'll need from them.

Being transparent right off the bat will set the tone for a positive working relationship and help your clients feel more comfortable.

Step 3: Gather Client Information and Assets

Before diving into the work, you need to collect all the necessary information from your client. The more organized you are at this stage, the less time you’ll waste later on.

How to gather information:

• Send a list of forms and documents they need to fill out (e.g., brand guidelines, target audience details, etc.).

• Set up a folder on Google Drive or Dropbox where clients can easily upload files.

• Use an email or shared document to keep track of any additional information, like passwords for social media accounts or ad accounts.

Make it clear to your client what you need and why. The more complete the information, the quicker you can get to work.

Step 4: Manually Handle Contract Signing and Payments

While automated tools are handy, when you’re doing things manually, you’ll need to handle contracts and payments the old-fashioned way.

How to manage contracts and payments:

• Create and send a contract template through email or your CRM for review and e-signature.

• For payments, send invoices via email using tools like PayPal or QuickBooks.

• Once the contract is signed and the payment is made, store everything in a secure folder.

Although it’s a little more time-consuming, keeping everything organized ensures you and the client are both covered legally and financially.

Step 5: Introduce Your Team and Communication Channels

At this stage, you’re ready to introduce your team to the client. This helps personalize the relationship and lets the client know who will be handling what. Communication channels should also be set up so you and your client can stay in touch without confusion.

What to do:

• Send an introduction email with photos and bios of the key team members.

• Set up a Slack channel or email thread where your client can reach you.

• Provide access to project management tools like Trello or Asana for tracking tasks and timelines.

By introducing your team and providing clear communication tools, you make the process much more personal and organized.

Step 6: Collect Feedback Early in the Process

Feedback is essential to a smooth onboarding process. The earlier you collect it, the better you can course-correct and ensure everything is moving in the right direction.

How to gather feedback:

• Schedule a check-in meeting early on to discuss the client’s experience so far.

• Send a quick survey or feedback form after the first couple of tasks are completed.

• Make sure you have open lines of communication for them to share any concerns or questions.

Early feedback helps you identify issues before they escalate and shows your clients that you’re committed to their success.

Step 7: Keep the Communication Flowing with Regular Check-Ins

Client onboarding doesn’t end when the contracts are signed and the forms are filled out. It’s important to keep in touch and ensure the project is progressing smoothly.

How to stay in touch:

• Schedule regular check-ins via phone, Zoom, or email.

• Share progress updates and reports regularly to keep your client in the loop.

• Make sure your client knows that you’re available for questions whenever they arise.

Keeping communication consistent and transparent shows your client that you care about their experience and the success of their project.

Wrapping Up: Why Manual Doesn’t Have to Mean Inefficient

Onboarding new clients manually can take some time, but it doesn’t have to be a disaster. By following these 7 steps, you can create an efficient, well-organized process that’s clear and stress-free for both you and your clients.

That said, if you want to automate the more time-consuming aspects of onboarding (like contract signing, payments, and file uploads), tools like Theflow can help streamline the process. With Theflow, you can automate many of these manual tasks, saving you time and reducing the risk of errors. If you’re interested in learning more about how Theflow can make your onboarding process even smoother, check it out here.