A smooth onboarding process sets the tone for the entire client relationship. Get it right and the client trusts you from day one, sends documents on time, and understands how you work. Get it wrong and you spend the next 12 months chasing information, clarifying expectations, and fixing problems that should never have existed.
This is a step-by-step onboarding checklist you can adapt for your firm, with templates for the most common touchpoints.
Phase 1: Before the Client Signs
Proposal and Engagement Letter
Before any work starts, both sides need clarity on what’s included:
- Send a proposal or service agreement listing exactly which services you’ll provide (monthly bookkeeping, tax prep, advisory — be specific)
- Include pricing — fixed fee, per-service pricing, or scope-based quote. No surprises.
- Define what’s out of scope — this prevents “I thought that was included” conversations later
- Send an engagement letter covering professional obligations, confidentiality, and terms
- Get the engagement letter signed before starting any work
Engagement Letter Template (Key Sections)
Services: [List specific services — e.g., monthly bookkeeping, quarterly BAS preparation, annual tax return]
Fees: [Monthly/annual fee amount, payment terms, when invoices are issued]
Out of Scope: [List exclusions — e.g., financial advice, audit, legal compliance]
Client Responsibilities: Provide complete and accurate financial records by [specific date each month/quarter]. Respond to information requests within [X] business days.
Term: This engagement begins on [date] and continues until terminated by either party with [30] days written notice.
Phase 2: Client Information Gathering
Once the engagement letter is signed, collect everything you need to start work.
Client Intake Form
Send a structured intake form — don’t rely on ad-hoc emails. Here’s what to collect:
Business Details:
- Legal business name and trading name
- ABN/EIN/Company number
- Business structure (sole trader, partnership, company, trust)
- Date business started
- Industry/sector
- Business address
- Financial year-end date
Contact Details:
- Primary contact name, email, phone
- Secondary contact (if applicable)
- Preferred communication method (email, phone, portal)
- Best time to contact
Financial Details:
- Accounting software used (QBO, Xero, MYOB, none)
- Bank accounts (bank name, account name — for reconciliation setup)
- Payment processing (Stripe, Square, other)
- Payroll provider (if applicable)
- Number of employees
- Approximate annual revenue
Previous Accountant:
- Previous accountant/firm name
- Authorization to contact previous accountant
- Outstanding lodgements or compliance issues
- Copy of prior year tax return and financial statements
Tax Details:
- Tax file number / SSN / Tax ID
- GST/VAT registered? Registration date?
- PAYG/withholding obligations
- Any existing payment plans with tax authority
Phase 3: System Setup
Now set up the client in your systems so work can begin.
- Create client profile in your practice management software
- Set up client portal access — send login credentials or invitation link
- Connect accounting software — link QBO/Xero if you’re doing their books
- Create job templates — set up recurring jobs (monthly bookkeeping, quarterly BAS, annual return) with deadlines and time estimates
- Set up document folders — create a folder structure for the client’s files
- Add to billing — set up recurring invoices if on a fixed-fee arrangement
- Assign team member(s) — who’s the primary person responsible for this client?
System Setup in Tidyflow
If you use Tidyflow, this phase is straightforward:
- Create the client and enter their details
- Invite them to the client portal (they get an email with access)
- Apply job templates for their recurring work — this creates jobs with subtasks, deadlines, and time estimates automatically
- Set up recurring invoices if they’re on a fixed fee
- Send an initial client request for any outstanding documents
Phase 4: Welcome Communication
Send a welcome email or pack that tells the client how you’ll work together. This is your chance to set expectations before the first job starts.
Welcome Email Template
Subject: Welcome to [Firm Name] — Here’s How We Work Together
Hi [Client Name],
We’re excited to have you on board. Here’s everything you need to know about working with us:
Your Client Portal Access your portal here: [link]. This is where you’ll upload documents, view reports, and sign documents. You can also email files to [email] if that’s easier.
What We Need From You To get started, please upload the following through your portal:
- [List of initial documents needed — see intake form]
- Deadline: [date]
How We Communicate
- Your primary contact at our firm is [name] ([email])
- We typically respond within 1 business day
- For urgent matters, call us at [phone]
Recurring Schedule Here’s what we’ll need from you on a regular basis:
- Monthly: [Bank statements, invoices, receipts by the 5th of each month]
- Quarterly: [Any additional quarterly documents]
- Annually: [Tax documents, insurance statements, etc.]
Questions? Reply to this email or book a call: [scheduling link]
Looking forward to working with you.
[Your Name]
Phase 5: First Job Completion
The first job is your chance to prove the value of your service. Pay extra attention to:
- Complete the first job on time — no excuses. First impressions matter.
- Over-communicate progress — let the client know where things stand, especially if you’re waiting on something from them.
- Deliver the output with a brief explanation — don’t just send the BAS or tax return. Add a note explaining what you did and what (if anything) the client needs to action.
- Ask for feedback — “Was the onboarding process smooth? Is there anything we could do better?” This builds trust and catches issues early.
- Schedule the next touchpoint — a check-in call after the first month ensures the relationship starts strong.
Post-First-Job Check-in Email
Subject: Quick check-in — how’s everything going?
Hi [Client Name],
We’ve just completed [your first monthly bookkeeping / your tax return / etc.]. I wanted to check in and make sure everything went smoothly from your end.
A few questions:
- Was the document upload process easy to follow?
- Is our communication cadence working for you?
- Anything we could improve?
If you’re happy with how things are going, no need to reply — we’ll continue with the same process going forward. If anything could be better, I’d love to hear it.
Thanks, [Your Name]
Common Onboarding Mistakes
Skipping the engagement letter. Starting work without a signed agreement leads to scope disputes and makes it harder to enforce payment terms.
Not collecting all information upfront. If you realize mid-job that you’re missing the prior year tax return, you’ve lost a week. Get everything before you start.
Making the portal too complicated. If the client can’t figure out how to upload a document in 2 minutes, your portal is too complex. Simplify it or switch.
No recurring schedule. Clients need to know what you expect from them and when — every month, not just during onboarding. Put it in writing.
Treating onboarding as a one-time event. The first 90 days shape the relationship. Check in regularly, not just once.
Onboarding Checklist Summary
| Phase | Key Actions | Timeline |
|---|---|---|
| 1. Pre-sign | Proposal, engagement letter, pricing | Before work begins |
| 2. Information | Intake form, document collection | Week 1 |
| 3. System setup | Portal, software, job templates, billing | Week 1 |
| 4. Welcome | Welcome email, set expectations | Day 1–3 |
| 5. First job | Deliver on time, over-communicate, get feedback | First 30 days |
Automate What You Can
Every step of this checklist is a candidate for a template or automation:
- Engagement letter → template with merge fields, sent for e-signature
- Intake form → standard form sent to every new client
- System setup → job templates that auto-create recurring work
- Welcome email → template sent automatically when a new client is created
- Document requests → automated with reminders until the client responds
In Tidyflow, you can set up job templates for onboarding that include all these steps as subtasks. When you sign a new client, create an onboarding job from the template and every step is tracked — nothing falls through the cracks. Client requests with automated reminders handle the document collection, and recurring job templates ensure their ongoing work is scheduled from day one.