What to Include in Your New Client Onboarding Process

First impressions matter. When a new client signs up for your services, they’re not just buying time with you, they're entering into a relationship based on trust, clarity and shared goals.

A smooth, professional onboarding process sets the tone for everything that follows. It helps prevent miscommunication, manages expectations and ensures that you and the client are aligned from the start.

Here’s what every ethical dog professional should include in their onboarding system.

1. A Welcome Pack or Email

This should include a warm introduction to your values, your approach and what the client can expect from the process. Reassure them that they’re in safe, supportive hands. Highlight your commitment to science-based, force-free methods that protect their dog’s physical and emotional safety.

Keep it human, not corporate but make it clear that this is a professional relationship.

2. Code of Ethics or Statement of Values

Include your Code of Ethics or a simplified summary. This helps clients understand not just what you do, but why. It also reinforces boundaries around equipment, language and handling methods.

Example: “We do not use or recommend tools that rely on fear or discomfort. All work is reward based, consent focused and evidence-led.”

3. Client Intake Form

Gather essential information before your first session:

• Dog’s age, breed, background

  
  

• Guardian concerns

  
  

• Previous experiences

  
  

• Medical history

  
  

• Household setup

Use a tone that’s respectful, not interrogative. You want honest answers not defensiveness.

4. Terms of Service

Be explicit about cancellations, payment policies, confidentiality, data protection and session expectations. This builds trust and protects both parties if things become difficult later.

Include:

• Cancellation notice period

  
  

• Payment terms

  
  

• Communication hours

  
  

• What’s included in each session or package

  
  

5. Pre-Session Checklist

Send guidance on how to prepare for the first session. This might include:

• Ensuring a quiet space

  
  

• Having treats ready

  
  

• Withholding meals if reward-based work is involved

  
  

• Ensuring the dog is safely contained beforehand

  
  

• Clarity reduces anxiety especially for nervous first-time clients.

  
  

6. Optional Reading or Resources

You might include a link to your blog, a recommended article about force-free methods, or a short video introduction to canine body language. Keep it light, optional, and engaging.

Final thoughts …

Onboarding isn’t admin. It’s your first act of care. When done thoughtfully, it communicates professionalism, ethical clarity, and kindness all before you’ve even met the dog.