Designing Your Client Onboarding Journey: Best Practices for Solopreneurs and Service Providers

May 22

Learn how to design a client onboarding journey that builds trust, improves customer experience, and boosts client retention for your service-based business.

Why the Client Onboarding Journey Matters

With my background in business development and customer success, I’ve gained a deep understanding of what makes client relationships thrive. In these roles, I’ve seen firsthand how a thoughtfully designed client onboarding experience can set the stage for long-term success. A seamless and strategic onboarding process not only builds trust but also ensures that clients feel supported from day one.

By focusing on key touchpoints and creating clear, consistent communication, businesses can elevate their client experience and drive satisfaction—something I’m passionate about teaching others how to implement for success.

Designing a seamless client onboarding journey

You want to ensure that clients not only love their final deliverable but also have an onboarding experience that feels smooth and welcoming. When someone signs on to work with you, their first question is likely: What’s next? If you don’t answer that clearly, they’re left guessing.

Designing an intentional client onboarding journey takes the guesswork out of it, giving your clients confidence and clarity from the very beginning.

Key milestones in the client journey

Mapping out your client experience starts before the contract is signed. These early steps shape your client's impression of your business and influence how smooth the working relationship feels.

Things to consider

How do they book a consultation or discovery call?
Is it easy for clients to schedule time with you, or are there too many hoops to jump through?
Are there automated reminder emails before a call?
Once the call is booked, does your system confirm and remind them; or is the burden on them to remember?
What happens after the call?
Do you have criteria to determine if it’s a good fit? How will the client know what comes next?
How is the contract delivered and signed?
Is the contract process seamless and secure? Avoid confusing multi-step processes that create friction.

Effective communication & consistent systems

Clear communication paired with the right systems makes your onboarding process both professional and scalable.

Build a clear and supportive flow

Tailor the email sequence
Create a step-by-step sequence that informs and guides your clients without overwhelming them. Break information into digestible parts and send it at the right time.
Collect and follow up on client tasks
If you need information from a client (like branding assets or intake forms), make sure they know how long they have to submit it—and send automatic reminders.
Trigger the next steps
Once a client completes a task, what happens next? Use automations or workflows to trigger the following step so they’re never left wondering.
Stay in touch with updates
If the ball is in your court, don’t go silent. Even a simple templated check-in can make clients feel seen and supported. By partnering with a coach, you’ll have the support and expertise needed to make informed decisions and avoid costly mistakes.
Make sure they understand your platforms
Just because you’re familiar with a tool (like Dubsado, ClickUp, or Notion) doesn’t mean your clients are. Include simple guides or brief explanations when needed.
Have an internal SOP (Standard Operating Procedure)
Document your full process so you and your team (if applicable) know what to do every time. Your SOP should reference key platforms, steps, and materials required at each stage.

Handling payments during client onboarding

A smooth payment process helps set expectations and avoid awkward follow-ups. Think of it as another form of good communication.

Here’s how to approach it:

Outline the payment schedule in the contract
Set clear expectations up front. Whether it’s a one-time payment or a payment plan, make sure the details are included in your contract and agreed to before starting.
Set up automated reminders
Life gets busy—automated email reminders ensure clients don’t forget when a payment is due.
Support clients on payment plans
If a client is paying in installments, notify them well ahead of time about upcoming charges. Use your invoicing tool to keep things timely and professional.Ready to simplify and grow?

Collecting feedback and testimonials

The final stage of the onboarding journey is your chance to gather valuable insights and testimonials—while the experience is still fresh in your client’s mind.

Make it easy and thoughtful

Time your request well
Ask for feedback right after a project wraps up, when your work is still top of mind.
Provide prompts or questions
Help clients give meaningful feedback by prompting them with specific questions or ideas.
Be clear about how you’ll use their input
Whether it's for improving your process or marketing your services, let clients know how their feedback helps.

The bottom line: Invest in your client experience

Investing time and energy into your client onboarding journey will pay off in smoother workflows, stronger relationships, and a more efficient business overall. Happy clients become repeat clients—and those are far less expensive to retain than new ones are to acquire.

Want help mapping out your onboarding journey? I’d love to support you in finding the gaps, creating your SOP, and optimizing your client experience from start to finish.

Need a thought partner to make it happen?

If any of this still feels unclear or needs to be demystified, I’m here to coach you through it.

My approach is to ask thoughtful (and sometimes tough) questions that help you start visualizing what your ideal onboarding experience looks like. Together, we’ll create a process that’s not just functional, but sustainable. I’ll help you make the most of the tools you already have and only recommend new ones if I truly believe they’ll make a meaningful difference.

This is absolutely a time investment—but one that pays off in smoother workflows, happier clients, and a business that runs with more ease.

Remember: this post is for informational purposes only and may not be the best fit for you and your personal situation. It shall not be construed as legal, financial, or medical advice. The information and education provided here is not intended or implied to supplement or replace professional advice of your own attorney, accountant, physician, or financial advisor. Always check with your own physician, attorney, financial advisor, accountant, or other business or medical professional before trying or implementing any information read here.

Katelyn Hyrkas