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Review your onboarding procedures
Smooth Start
I used to wing it. When I brought on a new client, I would type casual emails as needed, explaining things along the way. It worked—for a while. But the more clients I had, the more I realized I needed a consistent roadmap.
Habit of the week:
Review your onboarding procedures
This week, take a look at how you onboard new clients. A clear and consistent onboarding process sets the tone for your entire project. It gives your client confidence and helps you manage expectations from the very beginning.
Why it matters:
Your onboarding process isn't just about getting started—it's about setting up a successful working relationship. Clients don't need a daily email with every detail all at once. A well-paced onboarding roadmap, with planned check-ins or automated emails sent weekly, builds trust without overwhelming them.
Quick Start Guide:
- Audit Your Emails: Review what you're currently sending to new clients. Are you repeating the same messages? Turn those into templates.
- Outline Your Roadmap: Map out the full process from signed contract to website launch. What steps need to happen? When should clients be informed?
- Space It Out: Don't overload your clients with info. One or two helpful emails per week is more effective than daily updates.
- Add Admin Details: Make sure your process includes the boring-but-essential stuff—how to pay, where to find shared files, how to book calls.
- Automate Where You Can: Use tools like Make or Zapier to handle repetitive tasks, like adding new clients to your invoicing or project management tools.
Cami's Tips
- Use a Template Library: Store your onboarding emails in Mixmax, Gmail templates, or your favorite tool. Customize, don't recreate.
- Set Expectations Early: Include a welcome email with clear next steps. Let clients know how communication will work.
- Revisit Regularly: Onboarding isn't set-it-and-forget-it. Review it every few months and tweak where needed.
- Keep It Client-Friendly: Speak in plain language. Use bullet points. Be clear about what the client needs to do next.
- Winging It Is Not a Good Habit: Consistency helps you deliver a better experience and saves you time in the long run.
Routine Checkpoint:
Remember, when your onboarding process runs smoothly, the entire project benefits.
Look at your last few projects. Was the onboarding experience smooth—for you and the client? What could be clearer or easier? When you have a plan, clients feel taken care of, and you feel more in control. Build a system that works, and refine it as you grow.
What's Your Take?
Do you have an onboarding system you love—or one you know needs work? Share your insights using #WebDesignerHabits!
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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 solopreneurs build smarter systems, stay productive, and run a business that works for them.