RMA SOCIETY — PRACTICE NOTES
Make client onboarding feel effortless.

A clear onboarding process helps you and your client understand what happens next. Start by looking at the experience from the client’s point of view, then make the handovers easier for your team.

1. Write down the current experience.
Trace a recent enquiry from the first message through to the start of work. Include the waiting, repeated questions and informal steps that may not appear in your checklist.

2. Make the next step obvious.
For every message you send, check that the reader can tell what they need to do, how to do it and where to ask a question. Keep requests focused and use a consistent structure.

3. Give each handover an owner.
Make it clear who follows up an enquiry, prepares for a consultation and checks that information has arrived. A named owner is easier to work with than a shared assumption.

4. Collect repeated questions.
Save the questions people ask at the beginning of your work together. Turn the useful answers into a simple preparation note or welcome resource that you can keep improving.

5. Review the process with fresh eyes.
Ask someone to walk through your instructions as though they were a new client. Notice where they hesitate. Start your next improvement there.

A starting point to adapt to your practice.
Official professional guidance: https://www.mara.gov.au/