Client Onboarding Guide Template

Bloom & Co.

New Client Welcome Guide

Welcome
to Bloom

We're glad you're here.

This guide covers everything you need to know to hit the ground running with your Bloom & Co. social media management partnership. Read it once, keep it handy.

Bloom & Co. · Social Media Management · bloomandco.agency Prepared with care, April 2026

How We Work

How We Work

We've built our agency around a simple principle: when clients and their social media team are in sync, great work happens. This section covers the communication norms, tools, and rhythms that make our partnerships run smoothly.

Communication

We use Slack for day-to-day async communication. You'll be invited to a shared Slack channel with your account team within 24 hours of onboarding. For longer feedback or walkthroughs, we use Loom — we'll often send you a short video rather than a long email. For formal project documentation, approvals, and briefs, everything lives in Notion.

We don't use email for operational communication. It's too easy for things to get lost. If you email us, we'll always respond — but we'll gently redirect ongoing project conversations back to Slack.

Slack

Day-to-day async messaging. Your main line to your account team.

Notion

Project hub. Content calendars, briefs, approvals, and docs all live here.

Later

Scheduling platform. All approved content is queued here before it goes live.

Google Drive

Asset storage. Share your brand assets, photos, and files here.

Loom

Video feedback and walkthroughs. Faster than a call, clearer than text.

Content Approval

All content is submitted for your review in Notion 3 business days before the scheduled publish date. You'll receive a Slack notification when your review queue is ready. Please leave feedback directly in Notion (comments on each post) rather than in Slack, so nothing gets lost. Content without a response 24 hours before publish is assumed approved and will go live as scheduled.

What We Need From You

What We Need From You

The quality of your social presence is a partnership. Here's what our team needs from you to do our best work.

Within 5 Business Days of Kickoff

• Brand asset folder — logos (SVG and PNG), brand colors (HEX values), approved fonts, and any brand guidelines documents.
• Photography library — your existing product/lifestyle photos in highest available resolution, organized by category in Google Drive.
• Social account access — admin access to all platforms we'll be managing (Instagram, LinkedIn, etc.) via their native business tools. We'll send a separate access request email.
• Brand voice notes — 3-5 sentences describing how you'd describe your brand to a friend. Include words you love and words that feel off-brand.
• Competitors or inspiration — 3-5 accounts you admire (can be outside your industry) and 1-2 you actively want to differentiate from.
• Key dates & promotions — any known campaigns, product launches, or events in the next 90 days that we should plan around.

Ongoing Commitments

• Feedback within 48 hours — on content submissions, strategy drafts, and design reviews. This keeps us on schedule.
• Monthly strategy call — held on the first Tuesday of each month, 30 minutes. Non-negotiable for active clients — this is where we review results and adjust direction.
• New asset delivery — when you have new product photos, campaign assets, or announcements, give us at least 5 business days notice before you need content live.

Your Monthly Cadence

Your Monthly Cadence

Here's what a typical month looks like when you're a Bloom & Co. client. We run a predictable rhythm so you always know what's coming — no surprises, no scrambling.

When	What Happens	Your Role
Week 1	Content strategy brief — your account team sends the monthly content direction, themes, and campaign priorities for your review.	Review and approve brief (48-hr window)
Week 1	Monthly strategy call — first Tuesday of the month. Review last month's results, align on this month's direction, flag any upcoming announcements.	Attend 30-min call
Week 2	Content batch 1 — first two weeks of content submitted for approval in Notion.	Review and comment in Notion (48-hr window)
Week 3	Content batch 2 — second two weeks of content submitted. Batch 1 content begins publishing.	Review and comment in Notion (48-hr window)
5th of Month	Monthly analytics report — delivered via Notion + PDF email summary. Covers reach, engagement, follower growth, and top posts by platform.	Review at your convenience; Loom walkthrough available on request
Ongoing	Community management — your team monitors comments, DMs, and mentions daily (9am–6pm, weekdays). Responses drafted and sent within 2 business hours.	Flag anything requiring your direct response via Slack

Reporting & Analytics

Reporting & Analytics

On the 5th of each month, you'll receive your Monthly Performance Report. It's delivered in two formats: a live Notion dashboard (updated in real time) and a clean PDF summary emailed directly to you.

What's In Your Report

• Reach & Impressions — total accounts reached and impressions delivered, broken out by platform and organic vs. boosted.
• Engagement Rate — likes, comments, shares, and saves as a percentage of reach. We benchmark this against your historical average and industry norms.
• Follower Growth — net new followers by platform, with growth rate trend over the past 3 months.
• Top Performing Content — your top 3 posts each month with commentary on why they worked.
• What's Next — our recommended focus areas and any strategic shifts for the coming month based on data.

If you'd like a walkthrough of your report rather than reading it solo, just reply to the report email requesting a Loom — we'll record a 5-minute video explaining the key numbers within 1 business day.

Your Team

Your Team

You'll work with a small, dedicated team — not a rotating cast of account managers. Here's who's on your account and how to reach them.

S

Sara Okonkwo

Account Manager

Your primary day-to-day contact.
sara@bloomandco.agency
Slack: @sara

MC

Mia Chen

Director of Accounts

Escalation point & strategy lead.
mia@bloomandco.agency
Slack: @mia

D

Diego Ruiz

Content Strategist

Leads your content direction.
diego@bloomandco.agency
Slack: @diego

L

Lily Park

Designer

Creates your visuals & templates.
lily@bloomandco.agency
Slack: @lily

Escalation & Support

Escalation & Support

We're a responsive team and most questions get answered the same day. Here's how to reach us, and what to do if something needs urgent attention.

1

Sara Okonkwo

Account Manager
First point of contact

2

Mia Chen

Director of Accounts
For unresolved issues

3

Founders

Priya & James
hello@bloomandco.agency

Response Time Commitments

Slack Message

Within 4 business hours

Weekdays 9am–6pm

Email

Within 1 business day

We don't check email after 6pm

Urgent (Slack @here)

Within 1 business hour

For time-sensitive content issues

For genuine emergencies (e.g., a post went live that needs to be removed immediately), text Sara directly at +1 (415) 555-0173. We'll respond within 15 minutes during business hours.

Frequently Asked Questions

Frequently Asked Questions

Can I post to my own social accounts while you're managing them?

Yes — but please give us a heads-up in Slack before you do. Unplanned posts can affect the timing and pacing of your content calendar. We'll never tell you not to post; we just want to know so we can account for it.

What if I need a post done urgently — faster than the 3-day window?

Rush posts are available with at least 24 hours notice and a quick Slack message to Sara. For same-day posts, we'll do our best — but we can't guarantee turnaround if the brief arrives after 2pm. Planned content will always be higher quality than rushed content, so the more notice, the better.

How do I provide feedback on content I don't like?

Be specific, and leave comments directly in Notion on the relevant post. "I don't like this" isn't actionable; "the caption sounds too casual for our audience — can we make it more authoritative?" is. We love feedback — it helps us calibrate to your voice faster.

What if I want to add a platform or expand scope mid-engagement?

Totally possible. Reach out to Sara and she'll prepare a scope amendment with updated pricing. We try to make add-ons easy and fair — no big setup fees for existing clients who want to expand.

What happens to my content and account access if we part ways?

We'll provide a full export of all content created during our engagement (captions, visuals, reports) via Google Drive, and remove our team's access to your accounts within 2 business days of your final invoice being settled. Your content is always yours.