Client Onboarding as a Solo: The Minimum Viable Process

Most solos either over-engineer onboarding (10-page welcome packets no one reads) or wing it entirely (and spend the first two weeks chasing basic information).

This guide gives you the minimum viable onboarding process—the system that prevents chaos without adding bureaucracy.

Why Onboarding Matters (Even for Solos)

A good onboarding process:

• Sets expectations before confusion happens
• Gets you the information and access you need to actually start
• Builds credibility (you look like you've done this before)
• Prevents the "I thought you were handling that" moments
• Creates a repeatable system that compounds as you grow

The goal: Move from "signed contract" to "productive first week" with zero firefighting.

The Onboarding Timeline (Week Zero)

Here's the default timeline for most service-based solo work:

Day 0 (Contract Signed)

• Send welcome email + intake form
• Request access/credentials (if applicable)
• Schedule kickoff call

Day 1-2 (Intake + Kickoff)

• Review intake form responses
• Hold kickoff call (30-60 minutes)
• Confirm deliverables, timeline, and success criteria

Day 3-5 (Setup + First Work)

• Set up project workspace/tools
• Create initial timeline/milestone doc
• Begin first deliverable or discovery phase

Day 7 (First Check-in)

• Share first work or progress update
• Confirm feedback loop is working
• Address any early questions

The Five Core Onboarding Components

1. Welcome Email (Template)

Send this immediately after contract signature.

Subject: Welcome! Next steps for [Project Name]

Body:

Hi [Client Name],

Excited to get started on [project/engagement]!

Here's what happens next:

1. **Intake Form** (5 minutes): [link] - This helps me hit the ground running with the right context.

2. **Kickoff Call**: I've sent a calendar invite for [date/time]. We'll use this to align on goals, timeline, and workflow.

3. **Access/Credentials** (if applicable): I'll need access to [list specific tools/accounts]. Instructions are in the intake form.

Expected timeline:
- Kickoff: [Date]
- First deliverable: [Date]
- [Milestone 2]: [Date]

Questions before we start? Just reply to this email.

Looking forward to it,
[Your Name]

Why this works:

• Tells them exactly what to expect
• Gives them concrete next actions
• Establishes your process credibility
• Sets timeline expectations early

2. Intake Form (The Information You Actually Need)

Don't ask 50 questions. Ask the 8-12 that matter.

Essential Questions (All Projects):

1. Project Summary

   • "In your words, what does success look like for this project?"
   • Why: Gets their definition of "done" before you start

2. Key Contacts

   • "Who are the decision-makers and stakeholders? (names, roles, email)"
   • Why: Know who approves what

3. Timeline Expectations

   • "Are there any hard deadlines or date constraints we should know about?"
   • Why: Surfaces hidden urgency early

4. Existing Assets

   • "What existing materials, documents, or assets should I review?" (with links)
   • Why: Avoids "oh, I forgot to mention we already have..." moments

5. Communication Preferences

   • "How do you prefer to receive updates? (email, Slack, scheduled calls)"
   • "How often? (daily check-ins, weekly summaries, as-needed)"
   • Why: Match their workflow, not yours

6. Feedback Style

   • "Do you prefer: (a) consolidated feedback in one doc, or (b) async comments as you go?"
   • Why: Prevents revision chaos

7. Access & Credentials (if applicable)

   • List exactly what you need: Google Drive, CRM, hosting, analytics, etc.
   • Provide clear instructions on how to grant access
   • Why: Don't wait three days for a password

8. Out of Scope Reminder

   • "Just to confirm, here's what's NOT included in this engagement: [list]. Let me know if we need to adjust."
   • Why: Last chance to clarify scope before work starts

Segment-Specific Add-Ons:

For Agencies/Designers:

• Brand guidelines or style references
• Competitor examples (what to emulate, what to avoid)
• Target audience description

For Fractionals/Advisors:

• Current challenges or blockers
• Internal team structure and who you'll work with
• Existing processes or frameworks in use

For SMB Services:

• Site visit or location access needs
• Operating hours or blackout dates
• Special requirements or restrictions

Tool Options:

• Google Forms (free, simple)
• Typeform (better UX, $29/month)
• Notion forms (if you use Notion for project management)
• Airtable forms (if you use Airtable as a CRM)

For more on client intake, see: Intake Forms That Work.

3. Kickoff Call (30-60 Minutes)

Agenda (share this beforehand):

1. Intro + Relationship Building (5 min)

   • Keep it brief but human

2. Confirm Goals & Success Criteria (10 min)

   • "You mentioned [X] in the intake form. Let's make sure we're aligned on what success looks like."
   • Get specific: What does "good" look like? What's the bar for "great"?

3. Walk Through Deliverables & Timeline (15 min)

   • Review SOW or project plan together
   • Confirm milestone dates
   • Identify dependencies: "I'll need X from you by Y date to hit Z milestone"

4. Establish Workflow (10 min)

   • How will you share work? (Google Docs, Figma, GitHub, email)
   • How will they give feedback? (consolidated, threaded comments, calls)
   • What's the approval process? (who signs off, how many rounds)

5. Set Communication Rhythm (5 min)

   • Confirm update frequency (weekly email, biweekly call, Slack check-ins)
   • Define response time expectations both ways
   • Agree on "if something's urgent" protocol

6. Surface Concerns Early (5 min)

   • "What are you most worried about with this project?"
   • "What's burned you in past engagements?"
   • Why: Address fears before they become problems

7. Next Steps (5 min)

   • Confirm next actions for both sides
   • Confirm next touchpoint date

Post-Call Action: Send a summary email within 24 hours recapping decisions, next steps, and timeline.

4. Project Workspace Setup

Create a lightweight system for managing the work. Don't over-engineer.

Minimum Components:

A. Shared Document or Project Hub Options:

• Google Doc (simple projects)
• Notion page (more structure)
• Asana/Trello/Linear (task-heavy projects)
• Shared folder in Google Drive or Dropbox

What goes in it:

• Project overview and goals (from SOW)
• Timeline with milestones
• Deliverables checklist
• Meeting notes
• Feedback/revision log
• Links to all relevant files

B. Communication Channel Options:

• Email thread (default for most)
• Slack channel (if client uses Slack)
• Shared inbox tool (Front, Missive) if you manage multiple projects

C. File Management

• Create a clear folder structure (organized by deliverable or phase)
• Use naming conventions: YYYYMMDD_ProjectName_Deliverable_v1
• Keep source files and finals separate

D. Time Tracking (if billing hourly or want visibility)

• Toggl, Harvest, Clockify
• Track even on fixed-price projects to improve future estimates

5. First Deliverable or Check-In (Week One)

Don't wait until the "final" deliverable to share work.

Ship something in the first week:

• A discovery summary
• An initial draft or wireframe
• A progress update with next steps
• A quick win or early proof of concept

Why this matters:

• Confirms you're on the right track before investing heavily
• Builds trust through momentum
• Surfaces misalignment early when it's cheap to fix
• Gives the client something tangible quickly

Default Format (Email or Doc):

Subject: [Project Name] - Week 1 Update

Hi [Name],

Quick update on progress:

**What I've done:**
- [Item 1]
- [Item 2]

**What I'm sharing:**
- [Link to draft, doc, or artifact]
- [Context: what to focus on, what's still rough]

**Next steps:**
- [Your next action]
- [What you need from them, if anything]

**On track for:** [Next milestone] by [Date]

Let me know if you have questions or want to sync.

[Your Name]

Common Onboarding Mistakes (And How to Avoid Them)

Mistake 1: Skipping the Kickoff Call

Problem: You assume the contract/SOW is clear enough. Reality: Clients often sign without fully reading. The kickoff is where real alignment happens. Fix: Always do a kickoff, even if it's just 30 minutes.

Mistake 2: Not Defining the Feedback Process

Problem: Client sends 15 emails with scattered feedback, or ghosts for two weeks. Reality: People default to chaos unless you give them structure. Fix: Explicitly agree on: how feedback will be delivered, consolidated or async, and response time expectations.

Mistake 3: Asking for Too Much Information Up Front

Problem: 50-question intake form that takes an hour to complete. Reality: Clients ghost or rush through, giving you useless answers. Fix: Ask 8-12 focused questions. Gather more context during the kickoff call.

Mistake 4: No Clear "Next Action" After Contract Signing

Problem: Contract is signed, then... silence. No one knows what happens next. Reality: Clients don't know what to do, and you waste days waiting. Fix: Send the welcome email with next steps within 1 hour of contract signature.

Mistake 5: Waiting Too Long to Share Work

Problem: You disappear for two weeks, then deliver a "final" draft. Reality: Client expected visibility. Now they're nervous or have changed their mind. Fix: Share something in the first week, even if it's rough.

The Onboarding Checklist (Copy This)

Use this as your default checklist every time a contract is signed.

Pre-Kickoff:

• Send welcome email with intake form link
• Request access/credentials (if applicable)
• Schedule kickoff call (send calendar invite)
• Review intake form responses before call
• Prepare kickoff agenda and share with client

Kickoff Call:

• Confirm goals and success criteria
• Walk through deliverables and timeline
• Establish workflow (tools, feedback, approvals)
• Set communication rhythm
• Surface concerns or fears
• Confirm next steps

Post-Kickoff (Day 1-3):

• Send kickoff summary email within 24 hours
• Set up project workspace (doc, folder, tool)
• Get access to required tools/accounts
• Create timeline/milestone tracker
• Begin first deliverable or discovery

Week One:

• Share first work, update, or check-in
• Confirm feedback process is working
• Address any early questions
• Set next touchpoint date

Ongoing:

• Stick to agreed communication rhythm
• Track time/progress against milestones
• Document decisions and feedback
• Adjust timeline if scope changes (with approval)

Segment-Specific Onboarding Tweaks

Fractionals & Consultants

Add:

• Internal team intro (who you'll work with, reporting structure)
• Access to existing documentation, processes, or past work
• Recurring meeting cadence (weekly 1:1s, team syncs)

Focus:

• Integration: how do you fit into their workflow?
• Visibility: who needs to know what you're doing?
• Boundaries: response times, meeting hours, async vs sync

Agencies (Design, Dev, Marketing)

Add:

• Creative brief or project brief template
• Brand guidelines and asset library
• Approval workflow (how many rounds, who signs off)
• Revision policy clarity (what's included, what's a change order)

Focus:

• Deliverable formats (source files, finals, documentation)
• Feedback consolidation (prevent "design by committee")
• Timeline dependencies (when do you need input to stay on track)

SMBs (Local Services, Trades, Retail)

Add:

• Site visit or in-person kickoff (if local)
• Operating hours and availability
• Payment schedule and accepted methods
• Service area and travel expectations

Focus:

• Simplicity (less paperwork, more clarity)
• Accessibility (easy communication, flexible scheduling)
• Tangible value quickly (show progress, build trust)

Tools & Templates to Support Onboarding

Intake Forms:

• Google Forms (free)
• Typeform (better UX, $29/month)
• Notion forms (if using Notion)

Project Management:

• Notion (flexible, clean)
• Asana (task-focused)
• Trello (visual, simple)
• Monday (overkill for most solos)

Communication:

• Email (default)
• Slack (if client uses it)
• Loom (for async video updates)

Scheduling:

• Calendly (automated scheduling)
• SavvyCal (better UX, $12/month)
• Google Calendar (manual but free)

Time Tracking:

• Toggl (simple, free tier)
• Harvest (invoicing built in, $12/month)
• Clockify (free)

File Sharing:

• Google Drive (default)
• Dropbox (better for large files)
• Notion (if it's your hub)

For a complete onboarding toolkit, see: Intake Forms That Work and Invoicing Workflow for Solos.

How This Integrates with Your Broader Setup

Onboarding is one piece of your operations system. It connects to:

Before Onboarding:

• Sales/scoping process
• Contract and SOW creation
• Pricing and payment terms

See: Contract Basics for Solos and Scoping Projects to Prevent Scope Creep.

During the Project:

• Communication rhythm
• Feedback loops
• Change control process
• Invoicing and payment

See: Invoicing Workflow for Solos.

After the Project:

• Offboarding and final deliverables
• Testimonial requests
• Referral asks
• Lessons learned

When to Upgrade Your Onboarding

Start here (Minimum Viable):

• Welcome email template
• 8-12 question intake form
• 30-minute kickoff call
• Shared Google Doc for project hub
• Weekly email updates

Upgrade when you're doing 5+ projects/year:

• Automated intake form (Typeform, Airtable)
• Templated kickoff deck
• Project management tool (Notion, Asana)
• Onboarding checklist automation (Zapier, Make)

Upgrade when you're doing 15+ projects/year:

• CRM to track client history (HubSpot, Pipedrive, Notion)
• Client portal (Notion, custom)
• Automated welcome sequences (email automation)
• Onboarding assistant or VA

Don't upgrade before you need it. A simple system that you actually use beats a fancy system that creates friction.

The Bottom Line

Good onboarding isn't about impressing clients with fancy systems. It's about:

1. Getting the information you need to start
2. Setting clear expectations
3. Building trust through process
4. Preventing confusion before it happens

The minimum viable process:

• Welcome email (immediate)
• Intake form (8-12 questions)
• Kickoff call (30-60 minutes)
• Project workspace (simple shared doc/tool)
• First check-in (within one week)

Start here. Improve as you go. Let the system compound.

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Next Steps

Continue building your operations system:

• Intake Forms That Work - Template and best practices
• Invoicing Workflow for Solos - Payment setup and follow-up
• Scoping Projects to Prevent Scope Creep - Define deliverables and change control

Set up the legal and financial foundation:

• Contract Basics for Solos - MSA, SOW, and must-have clauses
• Solo Finance Setup - Banking, bookkeeping, and taxes

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