Building a Client Onboarding Process That Retains

James had closed a $1.2M prospect. The client signed the agreement. Then silence. Two weeks passed. James sent a generic "welcome" email. The client never responded. A month later, the client asked for a refund. "I didn't know what was happening," the client said.

James had no onboarding process. He assumed the work would flow naturally. It didn't. The first 90 days make or break the client relationship. Clients who feel guided, informed, and valued during onboarding stay. Those who feel ignored or confused leave.

Key Takeaways

• Onboarding is the first test of your promise. Clients judge you by the first 90 days. A smooth, organized process builds trust. A chaotic one creates doubt.
• Create a clear sequence. Agreement → documents → discovery → plan → implementation. Assign owners and deadlines. Track progress.
• Communicate proactively. Tell clients what's next, what you need, and when. Silence creates anxiety. Updates create confidence.
• Reduce friction. Use e-signatures, secure portals, and automated reminders. Minimize paperwork. Make it easy for clients to complete steps.
• Measure and improve. Track onboarding completion rate and time-to-first-meeting. Fix bottlenecks. Faster onboarding correlates with higher retention.

Why onboarding matters

Onboarding is when expectations are set. Clients have just made a significant decision. They're watching: Does this advisor deliver? Is communication clear? Do they follow through?

A disjointed onboarding process—delays, missing information, radio silence—signals that the rest of the relationship will be the same. Clients who feel guided and informed during onboarding become long-term advocates.

The onboarding sequence

Map the journey from signed agreement to first review. A typical sequence:

1. Agreement signed. Send the advisory agreement. Use e-signature. Confirm receipt.
2. Documents collected. Account statements, tax returns, beneficiary designations. Use a secure portal. Send a checklist.
3. Accounts transferred. Initiate ACAT or account transfers. Track status. Communicate progress.
4. Discovery meeting. Deep dive on goals, resources, and concerns. Use a structured questionnaire.
5. Plan delivery. Present the financial plan. Document recommendations.
6. Implementation. Execute the plan—reallocations, Roth conversions, beneficiary updates.
7. Ongoing review schedule. Set the cadence for future meetings.

Assign an owner and due date for each step. Use a CRM or onboarding tool to track progress.

Reducing friction

Clients hate paperwork. Use e-signatures for agreements. Provide a secure portal for document uploads. Send automated reminders when items are missing. Make it easy to complete each step.

If you require 10 forms and 3 wet signatures, expect drop-off. Streamline. The goal is momentum—clients moving through the process feeling supported, not burdened.

Communication cadence

Clients should never wonder "what's next?" Send a welcome email within 24 hours. Include a timeline and what you need from them. Follow up within 48 hours if they haven't responded. Schedule the discovery meeting before the first week ends.

Proactive communication reduces anxiety and keeps the process moving. Silence creates doubt.

When onboarding goes wrong

Common causes of early churn: delays (you're too busy), lack of communication (they feel forgotten), and surprise requirements (they didn't expect more paperwork). Fix these by building scalable systems and technology that support consistent onboarding.

Set the tone for the relationship

Onboarding is the first 90 days. It sets the tone for the next 10 years. Design a process that is clear, communicated, and friction-free. Clients who feel guided during onboarding become your best advocates—and your best referral sources.

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