How to Onboard a New Client: 6 Steps

When starting a project with a new client, properly onboarding them is key to ensuring your engagement is successful.

Think of client onboarding as your chance to give the client a clear roadmap for the work ahead. Onboarding helps everyone get on the same page regarding project details and milestones, and it provides an opportunity to outline a communication plan and answer any final questions.

6 Steps to Onboard a New Client

Follow these six steps to onboard a new client and make sure your client has a positive experience working with you.

1. Schedule an Onboarding Meeting

Whenever possible, hold your client onboarding meeting in person. This is a great opportunity to get to know each other and build a trusting relationship. If meeting face-to-face isn’t an option, schedule a virtual meeting well in advance, and share an agenda and relevant project details ahead of time.

During the meeting, briefly review project details and clarify any lingering questions. Make sure your client and any relevant stakeholders understand your work hours and preferred contact methods. Take some time to learn how they work best and what communication style they prefer.

2. Review Roles and Responsibilities

After addressing initial questions, review project goals, milestones, and processes. Walk through the roles of everyone involved and discuss expectations for each person. Be transparent—sugar-coating your expectations can lead to miscommunication later. If any responsibilities don’t sit well with your client, discuss them now and find a solution that works for both parties.

Check Out: Scope of Work 101: Setting Your Project Up for Success

3. Discuss Desired Outcomes

Client onboarding meetings are a great opportunity to learn more about your client and their work style, especially if this is your first project together. Talk about what success looks like for you, and then ask your client for their perspective. Discuss how success will be measured for this project and align on how you’ll work together to achieve it. Reference project milestones and ensure they support your shared vision of success.

4. Anticipate Roadblocks and Plan Ahead

If you haven’t set up a communication plan yet, now is the time. How will you report progress? Some clients prefer PowerPoint presentations with charts, others prefer detailed Excel trackers—find out what works best and adapt.

Write down a checklist of responsibilities or small deliverables for your next meeting. If you need anything from your client—like access to internal systems or additional company info—request it now and create a plan to move forward. Finally, review the project timeline to make sure everyone is aligned.

5. Ask for Feedback

Give your client space to ask any remaining questions and share concerns or ideas. Listen actively and encourage them to be candid—it’s a chance to uncover potential misunderstandings early.

If you can’t answer a question right away, let them know you’ll follow up promptly and set a clear timeline. You can also ask how the onboarding process felt and if anything could be improved. Gathering this feedback now helps build a stronger, smoother working relationship throughout the project.

6. Take Notes and Follow Up

Throughout the onboarding meeting, take detailed notes. If meeting in person, use a whiteboard or project your computer screen. If virtual, share a document in real time. Visualizing notes helps clarify misunderstandings right away. After the meeting, send all participants a brief summary of what was discussed, action items for the next meeting, and your notes.

If you’re looking to find new clients, MBO’s talent marketplace can help you discover opportunities tailored to your skills and expertise. You can explore job matches that align with your experience and professional goals. For more information, check out MBO’s website for the latest opportunities or click on the link below.