Onboarding is so important: the communication, their expectations, the step-by-step process. It all comes into play and affects how your client feels about you, how long they stick around, and how likely they are to refer you. If you have a really great onboarding experience, they are more likely to look the other way if you do make any mistakes than if you had a less than satisfactory onboarding process.
We recently hired a company to do some work for us and both Kevin and Erik were very impressed by their onboarding process. We are going to take some lessons learned from this company and apply them to our own process.