New Client Onboarding Checklist for Trades & Construction
A structured checklist for onboarding new customers, covering initial setup, expectations management, and relationship foundations for a successful engagement.
Compliant with Safe Work Australia requirements, state WHS legislation, and Building Code of Australia (NCC) documentation standards.
Complete Checklist
- 1Send a welcome email or letter confirming the engagement and key detailsCritical
- 2Set up the customer record in the CRM and job management system
- 3Schedule a kickoff site meeting to align on scope, timelines, and expectationsCritical
- 4Collect all necessary customer information, documents, and access credentials
- 5Issue the initial invoice or set up the payment arrangementCritical
- 6Assign the internal team members responsible for the customer account
- 7Brief the team on the customer background, requirements, and any special needs
- 8Set up communication channels and confirm preferred contact methods
- 9Provide the customer with relevant documentation such as terms, processes, and FAQs
- 10Define and communicate the reporting schedule and format
- 11Establish job milestones and deliverable timelines
- 12Identify any risks or dependencies early and communicate mitigation plans
- 13Confirm emergency contact details and escalation procedures
- 14Send a follow-up summary of the kickoff site meeting with agreed action items
- 15Schedule the first progress review site meeting
Frequently Asked Questions
What should be covered in a customer kickoff site meeting?
Cover introductions of key team members on both sides, confirm the scope of work and deliverables, agree on timelines and milestones, establish communication preferences and frequency, discuss any risks or concerns, and align on how success will be measured. Keep the site meeting focused and end with clear action items and owners.
How do we set clear expectations with new customers?
Be specific about what is included in the scope and what is not. Confirm response times, site meeting cadence, and communication channels in writing. Discuss what you need from the customer to deliver successfully, such as timely feedback and information. A well-defined statement of work and a service level agreement help prevent misunderstandings later.
What systems should be set up for a new customer?
At minimum, create a customer record in your CRM, set up a job in your job management tool, create a shared folder for documents, and configure any access the customer needs to your systems such as a reporting dashboard or customer portal. Ensure all team members know where to find customer information and how to log their activities.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.