6-Step Framework
Step 1: Define
Your answers will help us design an intuitive delivery experience that builds trust, and improves client retention from day one.
We’re identifying the first touchpoint, whether it’s an email, a call, or total silence, and how it sets the tone.
2: Do you have a clearly defined onboarding process documented?
This tells us whether your process is repeatable, or if you’re still winging it with each new client.
3: How do you communicate next steps to new clients after the sale?
We want to know if clients are getting a clear roadmap, via welcome emails, kickoff calls, forms, or videos, or if they’re left guessing.
4: Are any parts of your onboarding process automated or templated?
We’re looking for ways to reduce manual effort using tools like CRMs, form builders, and workflow automation.
5: How long does it typically take for a new client to get fully onboarded and into delivery?
This sets expectations and highlights any gaps that are slowing your time-to-value.
6: Who is responsible for managing the onboarding process and ensuring nothing is missed?
If there’s no clear owner, that’s usually where things start to break down.
7: Do clients know what to expect throughout the onboarding and delivery journey?
We’re assessing clarity here. A confused client leads to more emails, more questions, and more scope creep.
8: What common delays, frustrations, or drop-offs occur during your current onboarding?
These are your friction points. We want to uncover patterns that can be fixed with structure or automation.
9: Do you collect information from the client as part of onboarding?
If so, how? The format matters, whether you use intake forms, spreadsheets, or email threads.
10: If onboarding were 100% clear, smooth, and automated, what would improve most?
Think about better first impressions, faster delivery, fewer missed steps, and a stronger client relationship from day one.
Step 2: Map
This is your onboarding journey.
- List every task, form, meeting, or message from sale to start.
- Identify bottlenecks, delays, or repetitive questions.
- Create a standard flow for each core offer or service type.
“We are a [business type] that serves [target audience]. Based on our current steps after a sale, help us map a clear onboarding journey from payment to project start.”
Step 3: Automate
Automations reduce friction and ensure consistency.
- Use email sequences to confirm next steps and timelines.
- Trigger task assignments and calendar invites automatically.
- Preload onboarding forms, videos, or guides for client self-serve.
“We are a [business type] that serves [target audience]. Help us identify onboarding steps we can automate to improve speed, clarity, and consistency.”
Step 4: Communicate
This reduces confusion and builds trust.
- Send a welcome message with goals, timelines, and contacts.
- Share a simple onboarding guide or explainer video.
- Confirm what the client needs to provide and when.
“We are a [business type] that serves [target audience]. Help us write onboarding communication that sets expectations and creates a confident first impression.”
Step 5: Track
This improves delivery reliability.
- Assign onboarding steps to team members with deadlines.
- Track client readiness (forms completed, files received, etc).
- Add internal check-ins or status updates for quality control.
“We are a [business type] that serves [target audience]. Help us structure our delivery tasks inside a project management system with clear ownership and timing.”
Step 6: Improve
What feels good to you may not be working for them.
- Send a short feedback form after onboarding completion.
- Track drop-off points, delays, or confusion trends.
- Adjust your flow based on common issues or requests.
“We are a [business type] that serves [target audience]. Help us gather and apply client feedback to make our onboarding and delivery process stronger.”
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