Operations
Agency client onboarding video
Every new client asks the same eight questions. Answer them once, on video, and reclaim the first week.
Record one onboarding video covering who does what, how approvals work, response times and billing dates. Personalise the opening line per client and reuse the rest, so each new account starts with the same clear expectations.
How it works, step by step
- 1List the eight recurring questionsTake them from your last three onboarding calls rather than inventing them.
- 2Write one core scriptNinety seconds covers roles, approvals, turnaround and invoicing.
- 3Swap the first fifteen seconds per clientTheir name, their team and their start date. The rest stays identical.
- 4Send it before the kick-off callThe call then covers their business, not your process.
The numbers in front of you
| Section | Length | Replaces |
|---|---|---|
| Who does what | 20 seconds | The org chart email |
| How approvals work | 25 seconds | Half the kick-off call |
| Response times | 20 seconds | Three later complaints |
| Billing and dates | 25 seconds | The awkward invoice chase |
A worked example in pounds
Worked example (illustration). An agency onboarding three clients a month produces three personalised versions of 90 seconds, which is 4.5 finished minutes, and shortens each kick-off call by 30 minutes.
What to watch out for
- Update the video when your process changes, or it becomes a promise you are breaking.
- Do not read the contract aloud. Cover expectations, not terms.
- Keep a neutral background so the video does not date when your office does.
Questions agencies ask
How long does this take?
The core script is a one-off hour. Each personalised version is a fifteen-second rewrite and a few minutes of production.
What does it cost?
Three onboarding videos a month is 4.5 finished minutes, which even Starter at £49 covers several times over.
Does the client need an account?
No. The onboarding video is sent as a link they can forward to their own colleagues without anyone signing up.
Related reading
Last updated 14 September 2026.
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Also useful: plans and prices and how it works. Last updated 14 September 2026.