You’ve signed a contract with a new client. Now the real work begins.

Onboarding a new client requires a thoughtful and strategic approach from your side to make sure both you and your client get—and stay—on the same page. What you do (or don’t do) in the first few days of your contract will set the tone for your client relationship during the rest of the contract period.

So, how do you onboard a client to set the project up for success?

Familiarize yourself with your client's business

The first order of business when it comes to the onboarding process is to get familiar with your client's business and what they offer. This means doing research on their website, social media profiles, and any other relevant information you can get your hands on.

“Get to know the company and what you are selling. It's hard to write about something you don't know.”

For example, if you are in the software niche, ask your client to give you access to a paid version of their software. The reason: Unless you understand the product from a customer's perspective, you won't fully be able to write content that they find useful.

It's also essential to learn about the company's writing style, past projects, and any specific preferences they have for tone or formatting. While an onboarding document usually covers all of this, don't expect all of your clients to have a detailed process in place.

We recommend going in with the assumption that none of your clients have an established onboarding process. Try to take the initiative and ask questions to better understand who they are and what they do. Do this, even if they have their own process set up, so you can fill any gaps.

By taking the time to get to know your client and their business, you'll be better equipped to write content that aligns with their brand and messaging.

Ask questions

Behind every great working relationship is an established well-oiled communication mechanism. The base of every such mechanism is formed by asking good questions.

“When a freelance subcontractor of mine asks questions, it shows me they really care about the project.”

Some freelancer writers think asking too many questions shows inexperience, but it actually has the opposite effect. Recently, one of us had to hire a person to do a bit of technical writing and the freelancer had to ask a lot of questions.

“Do you think I am qualified enough for this?”
“Do you think I'll be able to produce the type of content you are looking for?”

These questions told us they were committed to the quality of their work and the project's success. Unsurprisingly, they ended up doing a great job.

Make it a habit to set up a kickoff call with your client immediately after the contract is signed. During the call, ask as many questions as you need, and go over the project scope, timelines, and expectations.

You can also do this by creating a one-page document or an email outlining the things the client can expect from you and what you expect from your clients in return.

(Or, if you want a jump start, Kaleigh has a template bundle with all of this in an easily customizable format!)

Here are some other onboarding items you want to communicate with your client:

Email response times
What happens when you go on vacation
How to book meetings using a scheduling link
Asking the client to be available for meetings when needed
Paying invoices on time

DOs and DON'Ts of client onboarding

DOs

Send an outline or summary of the project to the client at the beginning of the project for feedback and adjustments.
Send regular check-ins and project updates using tools like Loom to ensure the project is on track and address any concerns or questions.
Listen actively to your client's feedback and give them timelines on when they will be addressed.

DON’Ts

Incorporate your new client into marketing automation processes or workflows that may be annoying or overwhelming for them.
Never try to wing it. Honestly, clients hate writers who just try and come up with their own solutions when they don't have certain information or guidance.

Onboard like a pro freelance writer

Onboarding a freelance client be a tricky task. What you do at the beginning of the working relationship has a lasting impact. By taking the time to get familiar with your client and their product, learning about their writing style and past projects, and asking the right questions, you can set a firm foundation for a successful client relationship.

While it's important to always be professional, don't forget that you're trying to build a personal connection with another human being. Building the right rapport and developing trust can go a long way toward creating a positive and productive working environment.

How to Onboard a New Client as a Freelance Writer