Client Onboarding for Creatives: The System That Saved My Sanity
Client Onboarding for Creatives: The System That Saved My Sanity
In the early days of GDAH, when I was a baby business owner running most of my business through a google search, my onboarding process was… not good.
Hot Takes:
A Promise and a Contract
A Short Welcome Video
Introductions Upfront
The Zero-Assumptions Policy
Define What “Done” Looks Like
Payment Expectations
The “How to Be Our Favourite Client” Guide
The Kick-Off Checklist
Why It Works
In the early days of GDAH, when I was a baby business owner running most of my business through a google search, my onboarding process was… not good.
There were about twelve email threads going at once, three versions of every file, and a whole lot of “wait, who’s supposed to be doing what?” happening in the background. It didn’t take long to realise that the problem was…me. I was running a business with no real system and just hoping good vibes would keep everything on track.
Which we all know, good vibes can only get you so far and I’d gotten to the point where they couldn’t take me any further.
So, to eliminate this client chaos I built an onboarding system that makes my clients feel looked after, keeps projects running smoothly, and lets me focus on the fun creative bits instead of being a full time fire extinguisher. It’s simple, repeatable, and has saved me from losing my mind more times than I can count.
Here are the eight things I do now as a creative in my onboarding process that keep projects calm, communicated and clear from extra requests I am too scared to say no to.
1. A Promise and a Contract
Every project starts with both.
The contract handles all the official stuff like scope, deliverables, deadlines, but the promise sets the tone for how we’ll work together as actual humans. My favourite line says, “You must treat us with respect. People are here to help you. They are not computers.”
It’s simple, but it honestly changes everything. Clients immediately understand that this is a collaboration, not a vending machine.
2. A Short Welcome Video
Once the paperwork’s sorted, I record a quick Loom video saying hi and explaining what happens next. Nothing polished or scripted — usually filmed mid-coffee, hair in a bun — but it instantly makes the experience feel personal.
Clients love it. It’s five minutes that sets the whole tone of the project.
3. Introductions Upfront
If anyone else is involved (assistants, designers, editors), I introduce them right away. No mystery names showing up in email threads later, no “who’s this in CC?” vibes. Everyone knows who’s who and what they’re responsible for.
Tiny thing. Big difference.
4. The Zero-Assumptions Policy
I don’t assume clients know how to give feedback, when invoices are due, or what “final files” means. Instead, I spell it all out.
It’s not about being bossy, but about being kind. Because when expectations are clear, nobody has to waste time guessing.
5. Define What “Done” Looks Like
Before we dive in, I make sure everyone knows exactly what the finish line looks like.
How many rounds of feedback are included, what counts as a revision, what happens if the project goes overtime and it’s all in writing before we begin.
It’s saved me from countless “just one more thing” emails and kept every project feeling calm and fair.
6. Payment Expectations
We talk about money early. I explain when invoices are due and why late payments throw off creative energy and momentum.
It’s not awkward when it’s clear AND it helps both sides stay in flow.
7. The “How to Be Our Favourite Client” Guide
A short little guide I send to every new client that covers how to communicate well, how to send feedback, and a few fun extras (like the fact that kindness and coffee go a long way).
It makes clients feel part of the team and sets boundaries without feeling formal.
8. The Kick-Off Checklist
Before we start, we both run through a quick checklist that includes files shared, forms filled, timelines confirmed. It takes a few minutes and saves hours of back-and-forth later.
Simple. Efficient. Bliss.
Why It Works
Since putting this system in place, projects run smoother, boundaries are clearer, and clients feel genuinely cared for from the very start.
It’s not about being strict or bossy or kinda crazy. It’s about eliminating chaos, making my clients feel looked after, keeping projects running smoothly, and letting me focus on the fun creative bits, which makes it way more fun for everyone anyway.
