Client Onboarding Checklist

Scheduling a client onboarding meeting is a vital step in fostering a positive experience and building a strong relationship throughout the partnership. This meeting sets the tone for client expectations and equips them with the tools to manage their advertising content independently.

Download Client Onboarding Checklist

1. Initial Client Communication

• Welcome introductions
• Discuss client goals and partnership objectives
• Add and update client contact details on the account
• Update client type for portal access and communications
• Send welcome email with portal access information
• Set clear expectations for client responsibilities

2. Client Portal Overview

• Guide client through logging into the portal
• Explain dashboard and key features
• Set and explain deadlines, including risks of missing them
• Clarify difference between ad deadlines and final deadlines

3. Editorial Content (if applicable)

• Discuss opportunities: Featured Editorial, Business Monthly, Events, and City Scene
• Explain editorial content deadlines and submission process
• Guide on submitting editorial content to the editor

4. Ad Submission Process

• Discuss client’s advertising message and campaign strategy
• Review key elements of an effective ad, including do’s and don’ts
• Explain ad requirements (file formats, sizes, etc.)
• Provide print-ready ad presets and designate months for insertions
• Demonstrate ad upload process in the portal
• Guide on submitting a print-ready ad
• Guide on submitting a creative design request
• Explain how to repurpose past ads (Pickups)
• Review process for submitting multiple ads if needed

5. Ad Proofing & Approval

• Walk through the ad proofing process
• Explain ad review and approval steps
• Highlight areas to check for accuracy (contact details, design elements)
• Provide instructions for requesting changes or revisions

6. Digital Listing Setup

• Set up account profile
• Explain Basic, Featured, & Premium package features
• Create digital articles and promos for Featured & Premium packages
• Review leads list (Featured & Premium packages)

7. Contract Details & Management

• Review contract terms (commitment, opt-out clauses)
• Explain renewal processes
• Discuss cancellation requests and future ad placement changes
• Confirm insertion sizes, months, and prices
• Show how to update autopay payment method

8. Payment And Invoicing

• Show how to access invoices in the portal
• Explain payment submission process
• Review payment processing date and deadlines
• Clarify missed payment consequences
• Guide on adding and managing payment methods

9. Technical Support & Troubleshooting

• Provide portal support contact information
• Explain how to report issues or get help (screenshots recommended before deadlines)
• Review common technical issues and solutions

10. Client Education & Best Practices

• Outline next steps and deadlines
• Explain follow-up process and support options
• Confirm client’s understanding of portal use
• Address any remaining questions or concerns
• Schedule follow-up to ensure client is on track

11. Final Review & Confirmation

• Confirm completion of onboarding process and portal understanding
• List any specific follow-up actions or guidance needed