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Why a Strong Start Matters for Client Onboarding
Onboarding isn’t just about getting started—it’s about building trust, setting expectations, and making sure both you and your client feel confident moving forward. This week, I revisited my onboarding process, and it reminded me just how much smoother things go when I don’t wing it.
What Worked Well
I’ve been refining my onboarding experience since 2017, and I recently rewrote my onboarding emails again over the last 12 weeks. This habit gave me space to look at those emails with fresh eyes—and not surprisingly, I found myself tweaking them again while actively using them. Even with a strong foundation, I’ve realized onboarding needs to evolve with my business.
Challenges: Adapting to Client Preferences
One recurring challenge is clients who want everything at once. I prefer sending onboarding steps in a paced cadence, but some clients push back and request all the info upfront. Instead of breaking my system each time, I’m now considering writing a version of the onboarding process that bundles everything together—so I have a consistent, client-friendly response ready.
A Surprising Benefit: Managing Multiple Projects More Smoothly
Having my onboarding emails and forms prepped and scheduled has created natural breaks in my workflow, making it easier to juggle multiple clients at once. It gives me room to breathe and avoids that overwhelmed feeling that comes from reacting to every new project on the fly.
Tools & Resources That Helped
- Mixmax – I store and schedule email templates here, which integrates seamlessly with Gmail.
- Google Drive - I like to keep copies of my email templates in a Google doc so I can read them like a story.
Lessons Learned
Even after years of refining my system, there’s always room to improve. Every project is different, and it helps to have multiple saved email options ready. One of my biggest takeaways? Slowing down to re-read my updates. I spotted several edits I want to make—even in the most recent revisions.
Moving Forward
I’ll continue fine-tuning my onboarding materials, but I plan to add an optional "all-in-one" version for clients who prefer getting everything upfront. I’m also setting a reminder to audit my onboarding templates regularly so I can keep improving them over time.
How You Can Implement This Habit
Start by auditing the emails and files you send new clients. Are you rewriting the same things over and over? Turn them into templates. Outline your process from signed contract to website launch. Don’t try to automate everything at once—just get organized. It’s a big lift up front, but the time savings later are worth it.
about the author
Cami MacNamara is a web designer and owner of WebCami LLC, a Seattle-based agency since 2002. She created Web Designer Habits to help web designers build smarter systems, stay productive, and run a business that works for them.