Best Practices for Client Onboarding
The client onboarding process is a vital part of freelancing that shouldn’t be overlooked. But what exactly does client onboarding involve, and how can you make sure you’re bringing on new clients in a way that sets the stage for a great working relationship?
In this post, we’ll look at the best practices for onboarding new clients – whether you’re a freelance writer, editor, designer, consultant, or any other type of freelancer.
What Is Client Onboarding?
Client onboarding is the process of welcoming a new client who has chosen to work with you. For freelancers, this means defining the scope of the project, agreeing on timelines, deciding how you’ll stay in touch, and making sure you and your client share the same expectations.
Unlike larger companies with dedicated account managers or legal teams, freelancers handle this step themselves. This makes having a clear, repeatable process even more important.
A strong onboarding process can:
- Provide a professional first impression
- Establish trust and clear communication
- Ensure your client knows what to expect from you
- Prevent future misunderstandings or disputes
- Lead to positive testimonials and referrals
When handled well, onboarding lays the foundation for a smooth, stress-free project. By agreeing on how and when you’ll work together from the start, you can avoid scope creep and other common freelancer frustrations.
How to Onboard a New Client
Here’s a clear, step-by-step process you can follow to make every new client relationship start off on the right foot.
1. Have an Introductory Call
When freelancing, you’ll likely find most of your potential clients online. An introductory video call – on Zoom, Google Meet, or another platform – gives you a chance to connect personally, build trust, and make sure the project is a good fit before you invest time in a proposal.
The purpose of this opening call is to:
- Introduce yourself and outline your services
- Understand the client’s goals and assess whether you can meet them
- Share your service rates and discuss a budget
- Identify potential challenges early on
For example, a graphic designer might review a client’s existing branding to ensure their design style is a good fit, while a marketing consultant could use the call to define clear KPIs, such as lead generation or engagement targets. These conversations help set realistic expectations from the outset and build confidence on both sides.
Top tip: Scheduling tools such as Calendly or Motion can make this step easier. They allow potential clients to book meetings with you (at times you’ve made available), so there’s no need for tedious back-and-forth emails!
2. Agree on Project Scope Early On
Once you’ve determined that a project is a good fit, the next step is to define the scope of work. Without clear boundaries, you may be at risk of scope creep. Left unchecked, scope creep can turn into missed deadlines and frustrated clients. The best way to avoid this is by creating a detailed brief.
Your client brief should include all the most important information about the project:
- The specific service you’ll provide
- Key deadlines and turnaround times
- Any supporting materials or resources
- Particular goals or focus areas
- Payment terms and invoicing schedule
For example, a freelance writer’s brief might include the agreed word count, deadline, planned SEO keywords, and brand voice guidelines. A proofreader’s brief could outline the style guide to follow, the required turnaround time, and whether the client wants a light proofread or more detailed editing. Laying out these key details upfront prevents confusion and project delays later on.
Top tip: Use a shared Google Doc to help keep everything in one place; you and your client can add details and leave comments as needed. For larger projects, consider project management tools like Asana or Trello to keep tasks and deadlines organized.
3. Decide How You’ll Communicate
Miscommunication can seriously damage a client relationship. Once the project brief is set, agree on how and when you’ll communicate during the project.
For simple, short-term projects, email might be all you need. For larger projects or ongoing work, you might set up a recurring check-in call or use a messaging tool such as Slack for quick questions and updates.
For instance, a copywriter might share drafts in Google Docs with their updates tracked in Suggesting mode so their client can review and comment directly. This would be in addition to having a fortnightly check-in call to review progress and discuss feedback. Similarly, an editor might email minor style queries throughout the project and arrange a call if they need to talk through bigger-picture feedback, such as structural changes.
However you choose to communicate, it’s important to set clear boundaries around availability and response times from the start:
- Define your contact hours and response times (e.g., “I respond to messages within 24 hours on weekdays”).
- Set up automated email replies outside of your working hours.
- Consider using a separate email address or business number for client communication.
Top tip: Keep communication as simple as possible. Start with email and shared documents, then add tools such as Slack or Zoom only if they genuinely make collaboration easier.
4. Sign a Contract
A contract is your safety net. It puts your agreement in writing and ensures you and your client are protected. A freelance contract should include:
- The services you’ll provide
- Start and completion dates
- Payment terms (amount, method, and deadlines)
- Revision limits or additional charges
- Any relevant clauses (e.g., late-payment penalties or cancellation terms)
For instance, a virtual assistant could outline additional charges for urgent same-day tasks, while a photographer might add a clear licensing agreement for how their images can be used.
To make things easier, you can use a contract template and customize it according to the terms you and your client agree on. Just don’t forget the most important step: signing it!
Top tip: Platforms such as PandaDoc and Docusign make it easy to create, send, and sign contracts digitally (and securely!).
5. Watch for Red Flags
Onboarding isn’t just about getting a client set up; it’s also your chance to spot potential problems before you’ve invested too much time or signed a contract that you can’t get out of.
Pay close attention to how a client communicates and how they respond to your process from the very beginning.
There are some common client red flags that you can keep an eye out for, including:
- Refusing to sign a contract or delaying it repeatedly
- Arguing over payment terms
- Pushing back against your boundaries, such as contact hours
- Frequently changing their requirements before you’ve even started
- Using rude or dismissive language in emails or calls
If you spot these warning signs, it’s better to address them immediately, or even walk away. As hard as it can be, saying no to a project or client that’s a bad fit is better than enduring weeks or months of stress.
Top tip: Create a simple list of dealbreakers – things like demanding weekend availability or arguing over payment terms – and keep it handy. Use it during onboarding to quickly spot red flags and decide whether to move forward before you’ve invested too much time.
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