Client Onboarding — From Signed Contract to First Deliverable
This SOP is the single source of truth for how we onboard a new client from the moment they sign through the first deliverable shipped. Follow it exactly. If something doesn't fit, escalate — don't improvise.
Purpose
Ensure every new client gets a consistent, premium first 14 days. Reduce churn caused by ambiguous expectations. Protect the team from scope-creep on day one.
Scope & Triggers
Scope: Applies to all new client engagements above $5,000 contract value. For engagements under $5,000, use the Lite Onboarding template instead.
Roles & RACI
RACI matrix for the onboarding phase. Anyone marked "R" (Responsible) is on the hook for executing the activity.
Process Steps
Send Welcome Packet (within 1 business hour)
PM triggers the "Welcome" sequence in HubSpot. Includes branded PDF, 5-minute Loom intro, and the link to the discovery questionnaire. PM verifies delivery and updates the CRM stage to "Onboarded — Awaiting Client."
Schedule Kickoff Call (within 24 hours)
PM sends Calendly link with three slots in the next 5 business days. Kickoff is 60 minutes, attended by Founder + PM + primary client stakeholder. Recorded by default; recording lives in the project Drive folder.
Discovery Questionnaire (24h before kickoff)
Client must complete the brand discovery doc no later than 24 hours before kickoff. If incomplete, kickoff is rescheduled — never run a kickoff without the questionnaire. PM nudges at the 48h mark.
Kickoff Call & Internal Brief (Day 0)
Run the standard 7-section kickoff agenda. Within 24h of kickoff, PM publishes a written brief to the project Notion. Brief is signed off by Founder before any production work begins.
First Deliverable Build (Days 1–10)
Designer owns production. Internal review at Day 5, polish at Day 8, final QA Day 10. Use the standard QC checklist (see section 05) — every box ticked before sending.
Ship + Feedback Window (Day 10–14)
Send via Loom walkthrough + PDF. Client has 4 business days for feedback. Anything past that triggers extension request via PM. Standard SLA: 1 round of revisions within scope, 2nd round triggers change order.
Quality Checks (Pre-Delivery)
Every first deliverable must pass these checks before going to client. Designer self-checks; PM verifies.
Brand consistency
Logo, color palette, type system match the discovery doc — no exceptions, including line spacing and corner radii.
Spelling & copy review
Run through Grammarly + read aloud once. PM does final pass — fresh eyes catch what we miss.
File hygiene
All asset files named per convention. No "asset_FINAL_v3_REAL_FINAL.psd" — kill it before client sees it.
Loom walkthrough recorded
5–8 minute Loom explaining what was built and why. Saves at least one feedback round.
Escalation Paths
When something goes off-script, here's the ladder.
Green · Inside scope
PM owns. Standard Slack channel. No action required from Founder.
Amber · Drift / risk
PM flags Founder within 24h. Decision: absorb cost or change order. Document in project log.
Red · Out of scope / dispute
Founder owns. Pause production, no further work until written agreement. Loop in legal if contract is in question.