An accountancy practice takes on a new small business client. The first weeks are spent chasing: previous accounts, bank statements, a missing receipt folder, login details for the accounting software, a letter from the tax authority. Each item arrives separately, often after two or three reminders. The first set of accounts is late, and the client is frustrated even though the delay was caused by missing paperwork.
Onboarding is where accountancy relationships begin. A clear checklist makes it far smoother.
The checklist
1. Identification. Most practices must verify new clients' identity. Explain what is needed and why.
2. Previous accounts and returns. Copies of the last filed accounts and tax returns give the accountant a starting point.
3. Bank statements. For the period being prepared, for every business account.
4. Records of income and expenses. Invoices, receipts or access to accounting software.
5. Previous accountant's details. So the practice can request any handover information.
6. Tax authority correspondence. Any letters about deadlines, payments or enquiries.
7. Access to software and portals. Details of accounting software and how to give the practice access.
8. Key dates. Year end, VAT periods and any upcoming deadlines.
Explain how to send documents securely
Clients often ask how to send documents. Explain the practice's secure route, such as a client portal or secure upload link, and ask clients not to send sensitive documents by ordinary email if you prefer they do not. Fintech companies know how easily clients drop off at the document upload stage, as described in fintech onboarding and the document upload cliff.
Share the checklist at the start
Send the checklist as soon as the client signs up, and publish it on the website. Agencies use the same approach with new clients, as described in onboarding new agency clients without endless emails.
Answer onboarding questions quickly
New clients have many questions during onboarding. SpideyChat for accounting firms answers them from your own onboarding pages at any hour and passes anything specific to the team. It does not give tax advice.
Client: Where do I send my bank statements? Assistant: The onboarding page explains that documents should be uploaded through the secure client portal. If you haven't received your portal login yet, I'll ask the team to send it.
Set expectations
Explain what happens once documents arrive and how long the first piece of work takes. Clients who know the timeline are more patient. Fee clarity also helps, as described in fixed fee questions every accountancy practice hears.
A welcome call
Some practices find that a short welcome call, walking the new client through the checklist and answering questions, saves many emails later. It also gives the client a named contact and sets expectations about communication and deadlines. Clients who feel looked after from the start are more forgiving if something takes longer than planned.
Chasing politely
Some documents will still be missing. A friendly, specific reminder, such as "we just need the December bank statement to finish your accounts", gets a faster response than a general request for "outstanding documents".
First impressions
A smooth onboarding is the first proof that the practice is organised. Clients who were attracted by a quick reply, as described in new client enquiries accountants answer too slowly, expect the same efficiency afterwards.
Setting up an onboarding page
Publish your checklist and secure upload instructions, and let clients get answers without emailing. The guides to installing the widget and training your bot explain how.