01
Welcome
Make the first contact clear.
Confirm who the customer can contact and what they can expect next. Build on the welcome your team already gives.
CLIENT ONBOARDING / PRACTICAL GUIDE
A clear beginning.
A connected next step.
The Client Onboarding Checklist
Six moments to review between a customer saying yes and the first milestone. Keep the parts your team handles well, and clarify the details that help everyone know what happens next.
USE WITH YOUR TEAM
Walk through the beginning
of the relationship.
These prompts are for your own review. Nothing is entered, saved or sent by this page.
02
Confirm
Put the agreed details in one place.
Review the scope, timeline and price already agreed with the customer. Clarify questions before work moves forward; this guide does not set or change your terms.
03
Coordinate
Give the kickoff a useful agenda.
Bring the next steps, dates and information needed into the first conversation. For a simpler service, that may be a clear pre-service message rather than a formal meeting.
04
Own
Give questions a clear home.
Name the responsible person and preferred communication channel. Let customers know where to ask a question so your office can coordinate the response.
05
Update
Agree how progress is communicated.
Choose a practical status-update cadence for the work. Tell the customer what has changed, what remains and what they need to know next.
06
Check in
Review the first milestone together.
Check that the customer understands what has happened and the next step. Make room for questions while the experience is still fresh.
THE HANDOFF AT A GLANCE
One shared understanding.
- Customer
- Knows the point of contact and next step.
- Office
- Knows the agreed details and who owns the response.
- Delivery team
- Has the context needed for the work ahead.
Adapt the sequence to the type of service and the way your team operates. A routine visit and a longer project do not need the same amount of ceremony.
THE CONNECTED CUSTOMER JOURNEY
See how the pieces work together.
Watch the training to see how inquiries, follow-up and customer relationships connect in your business.