Client Onboarding Process

We clarify before quoting

A quote should reflect the actual work, not a guess based on a short message. We ask about goals, functionality, content readiness, integrations, timeline, access requirements and support expectations before recommending a scope, which reduces the risk of a low quote that later grows because important details were skipped.

Scope and payment are tied to milestones

Clear milestones help both sides understand what is being delivered and when payment is due. For larger projects, we prefer work to move through agreed stages such as discovery, structure, design, development, launch checks and handover so progress is easier to review.

Written scope
Delivery assumptions
Payment milestones
Approval points

You know what is needed from your side

Most delays come from missing content, late approvals, unclear decision makers or missing access. We explain what we need early so your team can prepare brand assets, existing website access, service information, product details, legal text, photos, references and review time.

Reviews happen at defined points

Instead of endless back-and-forth, we work through planned review points: structure, design direction, content, development, launch checks and handover. Clear review points help feedback stay focused, protect the agreed scope and prevent avoidable delays from spreading into the entire timeline.

Handover is planned before launch

A project should not end with confusion about what was delivered or what happens next. We explain important access, support expectations, update responsibilities, maintenance options and the practical next step for SEO, analytics, campaigns or ongoing improvement where relevant.

Process

How this works in practice

Enquiry

You share the project need, current website or store if one exists, the main outcome you want and any timing or budget expectations.

Discovery call

We clarify scope, budget, timeline, content readiness, technical needs, integrations and who will approve key decisions.

Proposal

You receive a recommended approach, deliverables, assumptions, timeline and payment milestones tied to the agreed work.

Kickoff

We collect access, brand assets, content, references, existing data and approval contacts before production begins.

Delivery rhythm

The project moves through planned review stages until launch, handover or the start of an ongoing support plan.

Practical questions

Frequently asked questions

What should I send before the first discussion?

Send your current website or store link if you have one, the service you need, the main business goal, rough timeline, budget expectation and any examples or competitors you want us to understand. This helps the first discussion focus on scope and outcomes instead of basic background collection.

Do you require all content before starting?

Not always, but the project runs better when important service information, brand assets and decision makers are ready early. If copywriting is part of the scope, we still need raw input from your team so the final content reflects the business accurately.

How are revisions handled?

Revisions work best when they happen at agreed review points and are tied to the approved scope. Feedback should focus on accuracy, clarity, business priorities and user experience rather than reopening decisions that were already approved unless there is a strong reason.

What causes onboarding delays?

The most common delays are missing access, unclear approval authority, late content, changing requirements and delayed feedback. Onboarding is designed to surface those risks early so the project does not begin with hidden blockers.

Can onboarding happen remotely?

Yes. We can onboard clients remotely through calls, written scope documents, shared feedback and organised access collection. Remote delivery works well when communication is responsive and approvals are handled by the right decision makers.

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