Process Playbook
Client Intake That Doesn't Break
Structural principles for onboarding clients without creating bottlenecks.
What Usually Goes Wrong
- Intake information gets lost between sales and delivery
- Different team members collect different information
- Clients have to repeat themselves
- Kickoff delays because something is missing
Why It Breaks as Businesses Grow
Early on, the person who sells is often the person who delivers. They carry context in their head. As roles separate, that handoff becomes a gap where information falls.
Structural Principles
Single source of truth
One place where all client intake info lives
Standardized handoff
Clear moment when ownership transfers from sales to delivery
Minimum viable information
Define exactly what's needed to start, nothing more
Client-facing clarity
Clients know what to expect and what's expected of them
Common Mistakes
- Collecting too much information upfront
- No clear ownership of the handoff
- Assuming tribal knowledge will transfer
- Starting work before intake is complete