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Client Onboarding

What happens when you work with us—from contract signing through project kickoff and ongoing collaboration.

First Steps After Signing​

Step 1: Contract & Payment (Day 1)​

You'll receive:

  • Signed contract/SOW via email
  • Deposit invoice (30% of project total or first month for retainers)
  • Payment instructions

Action required:

  • Review contract one final time
  • Submit payment via Stripe
  • Confirm receipt

Timeline: Payment processes immediately

Contract Transparency

All our contract templates are publicly available for review at any time: View all templates in FAQ →

We use clear, plain-language agreements that protect both parties and outline exactly what to expect throughout our working relationship.

Step 2: Kickoff Scheduling (Day 2-3)​

You'll receive:

  • Kickoff meeting invite (60-90 minutes)
  • Pre-kickoff questionnaire
  • Access request list
  • Calendar hold for first milestone review

Action required:

  • Confirm meeting time
  • Complete pre-kickoff questionnaire
  • Start gathering access credentials (see checklist below)

Step 3: Pre-Kickoff Preparation (Week 1)​

Before kickoff meeting, gather:

Universal (All Projects)​

  • Brand assets (logos, fonts, color codes, style guides)
  • Admin email addresses for our team
  • Billing contact info
  • Primary decision-maker availability

Platform Access​

Platform access varies by service. Your kickoff email will include a specific checklist for your project.

Historical Data​

  • Past 6-12 months analytics
  • Previous performance data (if applicable)
  • Existing documentation or audits
  • Customer data (if applicable)

Step 4: Kickoff Meeting (Week 1-2)​

Meeting agenda:

  1. Team introductions (15 min)
  2. Project scope review (15 min)
  3. Communication setup (10 min)
  4. Access verification (10 min)
  5. First milestone planning (20 min)
  6. Q&A (20 min)

You'll leave with:

  • Clear understanding of next 2-4 weeks
  • Communication channels established (Slack/WhatsApp/email)
  • Access confirmed or issues identified
  • First milestone deliverable and timeline
  • Next check-in scheduled

After kickoff, you'll receive:

  • Meeting notes and action items
  • Project dashboard access (Notion/Asana)
  • Team contact information
  • First milestone brief

Communication Setup​

Project Dashboard Access​

Within 24 hours of kickoff:

  • Invitation to project dashboard (Notion/Asana)
  • Shared folder for assets (Google Drive/Dropbox)
  • Communication channel setup (Slack/WhatsApp)

How to use dashboard:

  • Check task status and progress
  • Review deliverables
  • Upload files and feedback
  • View timeline and milestones
  • Access meeting notes

Communication Channels​

For quick questions: Slack/WhatsApp (if set up)
For formal requests: Email or project dashboard
For emergencies: [email protected] with "URGENT"
For feedback: Project dashboard with consolidated comments

Response expectations:

  • Quick questions: Within 4 hours (business hours)
  • Formal requests: Within 24 hours
  • Emergencies: Same day
  • Your feedback required: 24-48 hours for time-sensitive, 48-72 hours for standard

Meeting Cadence​

Weekly check-ins:

  • 15-30 minutes
  • Progress update
  • Blocker resolution
  • Next week preview

Milestone reviews:

  • 30-60 minutes
  • Deliverable walkthrough
  • Feedback collection
  • Next milestone planning

Monthly reviews (retainers):

  • 60 minutes
  • Performance analysis
  • Strategic planning
  • Budget and priority alignment

First 30 Days​

What to Expect​

Week 1-2:

  • Team getting familiar with your business
  • Access and setup completion
  • Strategy finalization
  • Initial work begins

Week 3-4:

  • First deliverables or progress
  • Feedback and iteration
  • Process refinement
  • Momentum building

Day 30 checkpoint:

  • Progress review
  • Process adjustment if needed
  • Next phase planning

What We Need From You​

Critical for success:

  • Fast access provisioning: The #1 cause of delays is waiting for logins
  • Timely feedback: Within agreed windows (typically 48-72 hours)
  • Consolidated feedback: All in one response, not scattered over days
  • Designated decision-maker: Someone with authority to approve
  • Availability: For scheduled meetings and urgent questions

What slows projects:

  • Access delays (waiting for IT, approvals)
  • Slow feedback cycles
  • Conflicting stakeholder feedback
  • Scope changes without discussion
  • Missing critical meetings

Platform Access Guides​

How to Grant Access​

General access principles:

  • Always grant admin-level access (we need full functionality)
  • Use business email (not personal Gmail/Yahoo)
  • Two-factor authentication may require coordination
  • Share via secure method (never via regular email)
  • Keep your own admin access (we're collaborators, not sole owners)

Security:

  • We'll never ask for passwords via email
  • We use LastPass/1Password for secure credential sharing
  • All access requires NDA (signed before work begins)
  • Access revoked immediately upon project end (if requested)

Common First-Week Questions​

"When will I see results?" Timeline expectations set at kickoff based on your specific service and project scope.

"How do I give feedback?" Use project dashboard for consolidated feedback. Screenshots encouraged. Priority labels help (critical vs. nice-to-have).

"Can I request changes to scope?" Yes. Email project lead. We'll assess impact and provide options before proceeding.

"What if I'm not happy with something?" Raise it immediately. We address issues in real-time, not at project end.

"How do I know what's happening?" Project dashboard updated daily. Weekly check-ins. Direct access to team anytime.

"Do I need to attend all meetings?" Yes, or send someone with decision authority. Missing meetings delays progress.

Project Success Checklist​

Week 1​

  • Kickoff meeting attended
  • All access credentials provided
  • Communication channels established
  • First milestone understood
  • Team contacts saved

Week 2​

  • Project dashboard reviewed
  • Historical data shared
  • Brand assets uploaded
  • First deliverable timeline confirmed

Ongoing​

  • Attend scheduled meetings
  • Provide feedback within windows
  • Approve deliverables promptly
  • Share relevant business updates
  • Ask questions when unclear

Need Help?​

Can't find something in these docs?
Email your project lead or [email protected]

Technical issues with access?
[email protected]

Not sure what's expected of you?
Review this page and your service page. Still unclear? Ask your project lead.

Want to change something about the project?
Email project lead with details. We'll assess and respond within 24 hours.

Essential reading: Quick Reference • Client Resources • Your Service Page

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