Three Keys to a Smoother Client Onboarding Journey

2 min readJun 27, 2023

New client onboarding can seem like a daunting task. However, understanding and addressing the challenges can turn the process from intimidating to effortless.

This piece is here to guide you through the three most significant challenges of client onboarding and, importantly, provide a roadmap to overcome them.

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Overcoming Communication Hurdles

Miscommunication or lack of clear communication can lead to unnecessary delays, confusion, and an unhappy client. The solution is more accessible than you might think:

Adopt communication tools that everyone can access and use regularly.
Make frequent check-ins with clients a standard part of your routine.
Share updates often and make sure everyone is on the same page.

Mastering The Process

Inconsistent onboarding procedures can result in an unpredictable experience for each client. The solution lies in establishing a structured process:

Create an onboarding process that’s repeatable and consistent.
Develop a detailed, step-by-step plan outlining what needs to be done and when.
Use planning tools to document the process and ensure adherence.

Managing Expectations

A common hurdle during onboarding is misaligned expectations. Without a clear understanding from the beginning, the result is often dissatisfaction. Here’s your roadmap:

Clearly define the project’s scope. For instance, if managing social media, specify which platforms, the number of weekly posts, and the type of content.
Outline everyone’s roles — who will be the main point of contact? Who will handle daily updates?
Set clear timelines for delivery, such as when the first social media posts will go live and when the client can expect initial results.

Bringing It All Together

By focusing on clear communication, having a defined process, and setting expectations right from the start, you can make onboarding a breeze.

Onboarding isn’t a one-time event but a journey that requires constant reminders and communication. Put these tips into action, and watch your client onboarding go from overwhelming to manageable.