Client Onboarding Document

Color Code Instructions:

Blue: instructions for each section - make sure to delete before presenting
this to your client!

Yellow: information you can gather and update before the call.

Purple: gather this information while on the call.

Green: update this with your business information.

Onboarding Workflow:

Having a clear and organized onboarding process will really impress your
client and will also make your life and your clients life easier when you start
your working relationship. Here is my onboarding process I start once my
client says they're ready to move forward.

1. Create and send invoice and contract (or proposal if using a CRM)
2. Send Welcome Email telling them next steps and including a link to
schedule their onboarding meeting
3. Set up a client folder or list in your project management tool and
google drive
4. Gather any information you can and put it in your onboarding guide
5. Order them a client gift, my two favorite are BoxFox and Greetabl
6. Go through the client onboarding guide in your onboarding call and
gather any additional information/passwords and form your plan of
action to start working together! 🥳
7. Send them a follow up email with any additional items you may need
from them after the call.

Two templated emails are provided at the bottom of this document.

Fill in your policies below to discuss with your client during your onboarding
call. This section is to discuss your policies, and the next section you will go
over theirs. This is a great time to establish your working boundaries and
make expectations clear. Over-communication is best!
Typical Working Hours
Mon-Fri 9am-5pm EST
Sat - Sun Closed
Major US Holidays observed and will be closed
Calls & Emails will be returned within 24 hours during normal business hours

Urgent Communication
If there is to be a circumstance where a matter is urgent after standard
working hours, please email me with subject line: URGENT.

Rush Jobs
25% Surcharge for less than 24 hours' notice
50% Surcharge for Evenings, Weekends, or US Holidays

Change in Scope of Services

Confidentiality
Your privacy is of the utmost importance to me. Any and all of your personal
and business information shared with me are kept secure through passwords
and internet security. You can review all confidentiality measures through our
Virtual Assistant Contract.

Payment/Billing
You will receive an invoice on the 1st of the month for the next month's
retainer package. Payment is due on receipt. Any overdue invoices are subject
to a late fee.

Referrals
When you make a referral to our business, and the new client signs, you
receive a $50 visa gift card.
 Business Information:

Gather any business information you can before the call from your contract.
While on the call discuss any of their business policies they would like to
discuss as well as their hours of operation. Make sure you save their birthday
in your calendar too and send them a little something.

Date Signed/Length of Contract

Package/Project Contracted for

Client's Full Name

Client's Birth Month & Day

Business Address

Business Phone (if applicable)

Email Address

Other Method(s) of Communication

Business Hours/Time Zone

List any social media links you may need to gather while managing their
accounts or any places you may have to repurpose content from.

Facebook

Personal Page:
Group 1:
Group 2:

Pinterest

LinkedIn

Instagram

Twitter

YouTube

Blog
 Tools/Programs + Passwords:

Here is where you will want to gather any passwords or gain access to any
accounts while on the call. You may need to do two-factor authentication for
some so it is better to gain access right then and there. If they would rather
share all passwords at the end then just make sure to include which ones you
need in your follow-up email after the call.

Website Software:

Project Management Tool:

Communication Tool:

Team Calendar Link:

Scheduling Tool:

Password Sharing Tool: List yours or theirs here, discuss which you will use

Passwords Needed: Fill in the ones you need for their project

● Google
● IG
● Facebook
● LinkedIn
● Pinterest
● etc.
 Branding:

Gather their branding info if needed. Whether they share it with you on the
call, or you put a reminder to share it in their call follow-up email. Make sure
to document their info here after they share it for easy access when working
on their project. BTW did you know you can create a brand kit for your client's
in Canva Pro? That way if you are creating any graphics for them you have
easy access to their colors.

Colors

Fonts

Logos

Approved Head Shots or other Branded Photos

Bio
 SOPs:

If the client has any SOPs they want to share with you, ask them where they
are located and gain access during the call. Make a copy of them to your
computer or google drive for easy access when looking for instruction on a
certain task.

Link to SOPs:
 Any Additional Business Resources/Information:

Here is a space to ask them if there is anything else that they would like to
share or any information about their business that would be helpful for you
two know.

Any additional business information:

Here is a space where your can ask your client what their goals are for their
business and what their goal is to reach by bringing you on their team. Make
it fun and encourage them as they're talking about their goals and dreams!
✨
Yearly Goals:

Monthly Goals:
 Canned Emails:

Welcome Email:

Hi {Client first name}!

I am so excited to personally welcome and thank you for becoming a client

I can't wait to help you lighten the load of your business and get you focused
on doing what you love! Add personalized message about how your services
will address their pain points.

Here is what to expect next:

1. If you have not already, please sign the contract and return and pay
your first invoice.
1. Once that is done, please use this link to schedule our Kick-Off Meeting.
This meeting will take approximately 45 minutes to complete but it is
crucial to our successful working relationship.

To help the meeting move quickly and efficiently, you can start gathering
pertinent details about the company such as passwords, graphics, links, logos,
color codes, or any other necessary information you know that I may need.
Please note that no work can begin without the above tasks being
completed.

I’m honored to partner with you and look forward to having a very successful
working relationship together!

If you have any questions regarding the contract, invoice, or anything else -
just let me know and we will set up another time to chat and go through
everything!

Super excited!

Warm Regards,
Your Name
Post Kick-Off Call Email:

Hey {Client Name},

Thanks for an amazing kick-off call today! I am beyond excited to get started
on our project together. As promised, here is the list of action items I will need
from you in the next week before we get started on Monday, November 1st.

List the items you need from them that you discussed on the call. Here are
some examples.

1. Send any passwords for accounts I need access to

If there is anything else you need from me please let me know. As always I am
here if you need anything at all! Have a wonderful evening ☺️
Kind regards,
Your Name