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

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

Client Portal Overview

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

Editorial Content (if applicable)

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

Ad Submission Process

Discuss the client’s advertising message and campaign strategy
Review key elements of an effective ad, including dos and don’ts
Explain ad requirements (file formats, sizes, etc.)
Provide print-ready ad presets and designate months for insertions
Demonstrate the 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

Ad Proofing & Approval

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

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)

Social Media Marketing (SMM Contracts Only)

Understanding Advertising Reach Analytics
Social Media ad design onboarding form instruction

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 the autopay payment method

Payment And Invoicing

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

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

Client Education & Best Practices

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

Final Review & Confirmation

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