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One of the most important aspects of client onboarding is making sure that your new customer feels welcomed and has a positive experience.

This will include addressing any questions they have, gathering necessary information from them, and preparing so that the project can start as soon as possible without delay or confusion.

In this post we'll outline 10 tips to help you make a great impression with your clients from day one!

Advertising agency employees at their workplace isometric composition 3d Free Vector

Agency client onboarding: A brief introduction

Onboarding new clients is an important process for any business, but it's especially crucial for marketing agencies.

When you're onboarding a new customer, you want to make sure they feel welcomed and that they have made the right choice in choosing you as their solution.

This will include addressing any questions they may have, gathering necessary information from them, and preparing so that the project can begin as soon as possible, without delay or confusion.

The best way to make a new customer feel comfortable with you is by answering any questions they may have in an honest manner (even if it's obvious).

Purpose of Agency Client onboarding :

Agency is a business that performs marketing services for other businesses, which often include advertising, content creation and distribution.

Some of the most important aspects of client onboarding are making sure that your new customer feels welcomed and has a positive experience with you as their Agency.

This will include addressing any questions they have about your Agency or project, gathering necessary information from them so that the process can begin smoothly without delay or confusion (which includes setting up billing arrangements), preparing to start work on their project right away (so there's no time wasted)

10 Tips for Hassle-free Agency Client Onboarding:

Here are few tips on optimizing your agency client onboarding :

1) Provide a good introduction:

Agency is a business that performs marketing services for other businesses, which often include advertising, content creation and distribution.

When meeting with your Agency's new client for the first time, it can be beneficial to provide them with some information on you or about your company in order to make an excellent impression from the get-go.

2) Resolve any immediate difficulties of clients as soon as possible:

When clients have issues or difficulties, they need to be resolved as soon as possible.

This is important for both the Agency and the client – if there are any unresolved problems or unanswered questions, it can lead to tension and a negative experience for the client.

It's also essential that you stay organized during onboarding by keeping records of all client information and following up with any outstanding tasks within a reasonable timeframe.

3) Â Set up a client portal:

Many Agency's will set up some type of "portal" where their clients can access documents and information.

This typically includes things like creative briefs, reports, and project updates – however you want to make sure it provides your Agency with the necessary documentation and records as well (and that it looks professional).

A client portal can also be a good way for Agency's to communicate with clients during the onboarding process, allowing them to ask questions or submit feedback if they have any.

Once you've set up your Agency portal, make sure it includes all of the necessary information and files that will help your Agency work more efficiently on their project.

Not only does this provide Agency's with documentation of work completed, but it also allows them to keep an ongoing record of what they're doing for the client.

After all, Agency's should always be transparent about their progress and updates throughout each project – that includes making sure you have a secure "back-up" in case anything happens to the original files.

4) Â Send a welcome packet:

Agency's can also send their new clients a "welcome" packet, which will include some information about the Agency, what services they offer and how to contact them.

This is an excellent way for Agency's to introduce themselves and their services in more detail, as well as provide potential clients with any important documents they might need.

Of course, you don't want to overwhelm your Agency's new client with too much information – just enough so that they feel informed and prepared for what is coming next.

Happy tiny people near huge welcome word flat illustration. Free Vector

You should also get feedback from the Agency regarding their preferences before implementing this into Agency onboarding process - it can be very beneficial if both parties are on the same page.

Including a "welcome" packet as part of Agency client onboarding is an excellent way to make a good impression and ensure that your new customer feels comfortable working with you.

It also provides them with all of the important information they'll need, from contact details to what services you offer.

5) Â  Collect information:

During Agency client onboarding, it's essential that you collect all of the necessary information from your Agency so there are no delays or confusion.

As part of this process, you'll need to gather their contact details (including any phone numbers and email addresses), as well as billing arrangements – including how they would like to be billed, and when they would like to be invoiced.

If you're working with a client on a project, it's also important to collect their creative brief (or at the very least, some basic information about the project) so you can get started right away.

6) Â  Check their domain:

If you're Agency's client is new to your Agency, you'll need to make sure they have access and rights over the domain (or URL) of the website.

A good way for Agency's to do this is by asking them if they've transferred or changed domains before – if so, it might be a good idea to follow up with them and make sure they have access.

Otherwise, Agency's will need to check their domain registration account (or wherever they currently host their website) for any outstanding payments before you can get started working on the project.

Domain names concept illustration Free Vector

If your Agency client hasn't transferred or changed domains yet, then it might be a good idea to provide them with a list of steps they need to take in order to do so – Agency's can usually help their clients through this process, but it's always best to be prepared.

Domain name issues are common during Agency client onboarding, so make sure you address any concerns your Agency might have and provide them with the necessary information to get started.

7) Â  Â Inform them of your process:

It's always a good idea to inform Agency clients about your Agency's process, so they know what to expect.

If you want to hire someone who is experienced with your specific field, you must provide details about how you prefer to communicate (including email, phone calls, and project management software) as well as what their role would be in terms of providing feedback and any new requests.

Process concept illustration Free Vector

It's also beneficial to describe the way your Agency will function, so they know when you'll need information or input from them.

8) Set expectations:

During Agency client onboarding, it's important to set the expectations for the clients.

This includes things like what services you offer, how long the project is expected to take, when they can expect updates on their project, and what type of feedback you need in order to move forward.

Setting these expectations from the start will help avoid any misunderstandings or delays in the future.

It's usually important to set clear expectations whenever a new client is onboarded, which include everything from turnaround times to project goals to communication methods and how you prefer to collaborate.

It may seem like a lot of information to cover at once, but Agency's should be sure to go over all of this during Agency client onboarding in order to avoid any confusion or problems down the road.

9) Reinforce their decision:

When Agency's are onboarding new clients, it's important to reinforce the fact that they have made a smart decision in choosing your Agency as their solution.

This can be done by providing them with case studies or examples of previous work – anything that will help show them how you've helped similar businesses in the past.

Agency's should also be sure to answer any questions the client might have, and address any concerns they may have about the project or Agency in general.

Making your clients feel comfortable with their decision will help them stay on track – and it can also prevent them from looking for another Agency if things go wrong down the road.

A good Agency will always make sure their clients understand the value of what they'll be receiving and how it can help them – and during Agency client onboarding, this is extremely important.

When you want to hire someone who knows your field inside and out, you need a partner that understands exactly where you're coming from as an Agency.

That's why Agency client onboarding is so important – because it provides you with the information and support that will help keep your Agency running smoothly.

10) Â Thank them for their time and patience:

Onboarding with a new client may be time-consuming, but it's essential to keep in mind that your clients are investing their time out of their day to get to know you and your firm.

Thank them for their patience and consideration, and let them know that you're looking forward to working on their project with them.

During Agency client onboarding, agencies should always thank their clients for their time and patience, since it can be a lengthy and difficult process.

In addition, agencies should inform their clients that they are eager to begin working on the project and wish to see the final results.


Agency client onboarding is a critical part of every Agency's business – and it can be challenging to go through.

However, Agency's should always keep in mind that Agency client onboarding helps ensure the long-term success of their Agency by ensuring any new projects stay on track from day one.

After all, a happy Client will continue to work with Agency's for years to come.

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