Lead0
Brief Sent0
Proposal0
Active0
Closed0
Every client engagement starts here. Structured path from first contact to signed scope — no exceptions.
01 — CONTACT
First Touch
- Acknowledge inquiry within 24hrs
- Send warm, direct reply
- Ask one clarifying question max
- Log in CRM as Lead
- Set 48hr follow-up reminder
02 — DISCOVERY
Foundation Brief
- Send Foundation Brief link
- Give 5–7 days to complete
- Review brief before discovery call
- Schedule 45–60 min call
- Update CRM to Brief Sent
03 — PROPOSAL
Scope & Proposal
- Draft scoped proposal in 48hrs
- Define phases, deliverables, timeline
- Confirm payment structure
- Send with 7-day decision window
- Follow up once at day 5
04 — CLOSE
Agreement & Kickoff
- Send service agreement
- Collect deposit per structure
- Send onboarding packet
- Schedule kickoff call
- Update CRM to Active
QUALIFICATION FLAGS
GREEN FLAGS
- Clear project with defined scope
- Values structure
- Budget aligned to your rates
- Communicates clearly and on time
- Excited about the Foundation Brief
RED FLAGS
- Wants to skip the brief
- "Can we start ASAP?" before scope is set
- Immediately pushes back on rates
- Can't define what success looks like
- Has fired multiple contractors
Every client leaves with something they can reference. Offboarding is a deliverable, not an ending.
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PHASE 1 — WRAP THE WORK
✓
Deliver all final files and deliverablesOrganized folder, named clearly, sent via agreed method
✓
Complete final QA passEverything matches scope before handover
✓
Document decisions made during project1-page change log: what shifted and why
✓
Collect final payment — balance $0Per agreed payment structure. Confirm receipt.
PHASE 2 — HAND OFF
✓
Deliver Project Summary docScope recap, decisions made, next steps recommended
✓
Record Loom walkthrough (if applicable)5–10 min walk through deliverables
✓
Transfer credentials, access, assetsRemove yourself from shared tools once confirmed
✓
Schedule 30-day post-project check-inSurfaces retainer opportunities and builds relationship
PHASE 3 — CLOSE THE LOOP
✓
Request a testimonial2–3 sentences, direct and low-friction ask
✓
Ask for a LinkedIn recommendationGive them 2–3 bullet points of what to mention
✓
Update CRM to Closed — WonLog final value, dates, and outcome notes
✓
Archive project folderDated, client-named, stored in master project drive