Why Onboarding Makes or Breaks Projects

The first 30 days of a client relationship determine its trajectory. Get onboarding right, and you set the stage for a profitable, long-term partnership. Get it wrong, and you're fighting scope creep and misaligned expectations from day one.

Yet most agencies wing it. They jump straight into the work without proper setup.

Here's the checklist that changes that.

Phase 1: Pre-Kickoff (Before First Meeting)

Administrative Setup

Contract signed and filed

Initial invoice sent (if applicable)

Client added to your PSA/project management system

Project created with correct budget and timeline

Team members assigned with roles defined

Access & Credentials

Request all necessary logins (CMS, analytics, ad accounts, etc.)

Set up shared folders (Google Drive, Dropbox, etc.)

Add client to communication channels (Slack, email groups)

Verify you can access everything before kickoff

Internal Prep

Review sales notes and proposal

Identify potential risks or challenges

Prepare kickoff agenda

Brief team on client background and goals

Phase 2: Kickoff Meeting

Attendees

Your side: Project lead, key team members, account manager

Client side: Decision maker, day-to-day contact, subject matter experts

Agenda Items

Introductions and roles

Project goals and success metrics

Timeline and milestones review

Communication preferences (frequency, channels, response times)

Approval process (who signs off, how many rounds)

Out-of-scope boundaries (what's NOT included)

Questions and concerns

Document Everything

Take notes. Send a summary within 24 hours. Get written confirmation on key decisions.

Phase 3: Discovery

Research

Competitor analysis

Industry/market review

Audience research

Brand guidelines review

Audits (as applicable)

Website/technical audit

Content audit

Analytics review

Social media audit

SEO audit

Strategy Development

Define strategy based on findings

Present recommendations to client

Get approval before execution

Phase 4: Project Setup

Timeline & Milestones

Create detailed project schedule

Set milestone dates

Identify dependencies

Build in buffer time (things always take longer)

Team Setup

Assign specific tasks to team members

Set up time tracking for the project

Establish internal check-in cadence

Tools & Workflows

Configure project in your tools

Set up automated reminders

Create templates for deliverables

Establish file naming conventions

Phase 5: Ongoing Rituals

Regular Check-ins

Weekly status updates (written or call)

Monthly performance reviews

Quarterly business reviews for retainer clients

Reporting

Define KPIs and how you'll measure them

Set up dashboards or reporting templates

Schedule recurring reports

Feedback Loops

30-day check-in: "How's the partnership going?"

Post-project survey

Annual relationship review

The Onboarding Document

Create a single document that captures: 1. Project overview - Goals, scope, timeline 2. Team roster - Who does what, on both sides 3. Communication plan - How and when you'll talk 4. Success metrics - How you'll measure success 5. Risks and mitigations - What could go wrong

Share this with the client. Update it as things change.

Common Onboarding Mistakes

1. Skipping the kickoff

"We already talked during sales." Wrong. Sales conversations aren't project conversations. Do the kickoff.

2. Not defining out-of-scope

If you don't explicitly say what's NOT included, clients will assume everything is included.

3. Assuming access will be easy

Getting credentials always takes longer than expected. Start early.

4. Over-promising on timeline

Add 20% buffer to whatever you think the project will take. You'll need it.

5. Not documenting decisions

"I thought we agreed..." is the beginning of every scope dispute. Write it down.

Your Onboarding Template

Download our free onboarding checklist template and customize it for your agency.

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Looking for a PSA that makes client onboarding seamless? See Vantage in action →