Everyone on your team is ready to dive in, and the client couldn't be happier to have an agency bringing fresh ideas and new energy to the table.
What could possibly go wrong?
As you probably already know, quite a lot.
The client onboarding process might seem cut-and-dried, but there are a lot of moving parts to manage to ensure the relationship gets off to a solid start.
The groundwork you and your team lay in the first 90 days with a new client will either support a profitable long-term relationship, or lead to frustration and flopped projects.
To help you avoid the financial and psychological pain of a botched relationship down the line, we've put together a list of common client onboarding missteps to avoid at all costs.
Read on to make sure your agency is doing everything possible to prevent the new relationship from going sour before it even has the chance to get off the ground.
6 Client Onboarding Mistakes to Avoid
1) You don't set realistic expectations or goals.
Right from the start, agencies need to manage expectations with their clients -- even (or perhaps especially) when it feels uncomfortable.
Remember: It's always better to under-promise than to over-promise.
Setting reasonable expectations begins with discussing what your client wants to achieve, and comparing it to what your agency is actually able to deliver.
Think of it like a venn diagram: In one circle, you have your client's dream website, and in the other circle, you have your agency's area of expertise.
During the kickoff, it's up to your team to find the overlap between the two circles, and set goals around that.
If you don't set reasonable, attainable goals from the get-go, your clients will fill in the blanks themselves -- and you'll find yourself being held accountable for achieving too much in too little time.
It's better to explain from the beginning that it isn't realistic to build a fully-functional lead-generating powerhouse website in 2 weeks, rather than explain why your team couldn't deliver later down the line.