Best Practices for Client Onboarding

The client onboarding process is a vital part of freelancing that shouldn’t be overlooked. But what exactly does client onboarding involve, and how can you make sure you’re bringing on new clients appropriately? In this post, we’ll look at some best practices for onboarding new proofreading or editing clients.

What Is Client Onboarding?

Client onboarding is the process of welcoming a new client who has chosen to work with you. For freelancers, this usually involves establishing what the project will involve and the expectations you and your client have for each other. Having a clear onboarding process will benefit both you and your clients, as it can:

• Provide a professional first impression
• Establish trust and communication
• Ensure your client knows what to expect from you
• Help prevent potential issues with the project or your client later on in the process
• Result in positive testimonials and referrals

It’s important that you handle the client onboarding process well, as it will set the tone for the rest of your professional relationship. Luckily, we’ve got some tips for good client onboarding practices to help you – and your clients – get the most out of working together.

1. Have an Introductory Call

When freelancing, you’ll most likely find most of your potential clients online. Arranging an introductory phone or video call will allow you to meet your client (and vice versa) as an individual, rather than just a name on a screen. The purpose of an introductory call is to:

• Introduce yourself and what you do
• Get an idea of what the client wants and whether you can meet those needs
• Provide your service rates and find out the client’s budget

This is the stage where you can decide whether you and your potential client will be a good fit for each other or not. If you’ve planned an introductory video call with your client, ensure you make a good first impression by following our seven tips for effective video calls with clients.

2. Agree on Project Scope Early On

If you decide to take on a client after the introductory phone call, the next step is to agree on the scope of the work ahead. The best way to do this is by working with your client to produce a clear brief. This is where you’ll lay out exactly what services will be provided. The client’s brief should include:

• The specific service they require (e.g., proofreading, line editing)
• Any deadlines that need to be met and how long the project is expected to take
• Any supplementary information (e.g., style guides, details of where the document will be published)
• Anything your client would like you to pay particular attention to (e.g., character development in a novel, tone in an academic article)
• How and when your client will pay you

It can take several calls or emails to establish the brief. You could even consider requesting a sample of your client’s work to determine specifics of the project. By setting these expectations early on, you’ll ensure you and your client are on the same page and avoid scope creep.

3. Decide How You Will Communicate

Once you and your client have agreed on a brief, you’ll need to decide how and when you’re going to provide check-ins, follow-ups, and updates. For simple projects, this may involve a series of emails for each of your rounds of editing, followed by follow-ups for your client’s revisions.

For longer or more complicated projects, though, it can be useful to agree on regular calls or meetings to provide your client with updates so that you’re neither overwhelmed by a client’s queries nor left in the dark. If you need help scheduling these meetings, there are multiple apps available that can make the process easier.

However you choose to communicate with your client, make sure you provide them with clear and up-to-date contact details. You should also consider establishing boundaries around contact, such as:

• Scheduled contact hours, detailing when you can be expected to reply to calls and emails
• Automated email responses outside of these hours (e.g., “Thank you for your message, I will respond within two working days”)
• A separate number or email address for work-related communication

Setting these ground rules about how your clients can get in touch with you will help you to maintain a healthy work–life balance.

4. Sign a Contract

As we’ve seen, the client onboarding process involves coming to a mutual agreement with your client on a number of topics. For this reason, you should consider having your client sign a contract. This will provide you both with legal protection should any issues arise – for example, if a client refuses to pay. A freelance contract should include:

• The services you’ll be providing for the client
• Start and finish dates for the project
• The agreed amount and method of payment
• A deadline to receive payment
• Any further clauses, such as reasons for why the contract may be terminated

To make things easier, you can use a contract template, such as this one, and customize it according to the terms you and your client both agree on. Just don’t forget the most important step: signing it!

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