20/02/2026
most agencies close the deal then wing the onboarding
that's how you lose clients in 90 days
here's what actually happens after someone says yes
1/ you need access to everything before you touch anything
Google Business Profile owner access (not just manager)
Google Search Console
Google Analytics
Google Ads if running
website CMS login
domain registrar access for DNS
if they can't give you GBP owner access, that's a red flag - means a previous agency is holding it hostage
2/ reviews and citations need a system, not guesswork
set up a review generation workflow from day one
claim and clean up every local citation (Yelp, Bing Places, Apple Maps, industry directories)
NAP consistency across every listing or you're fighting yourself
most agencies skip citation cleanup because it's boring
boring work is where local SEO is won
3/ backlinks start with what they already have
audit their existing link profile before building anything new
disavow the garbage, identify what's working, then build from there
don't just blast generic guest posts and call it a strategy
4/ get the legal stuff sorted before you send the first invoice
proper service agreement with scope, deliverables, and termination terms
if you're in Australia you need an ABN to invoice businesses legally
data access agreements so you're covered when handling their accounts
professional indemnity insurance isn't sexy but it saves your ass
5/ set expectations in writing or pay for it later
monthly reporting schedule locked in
what KPIs you're tracking and what "success" means
realistic timelines (3-6 months minimum for SEO, tell them upfront)
communication cadence so they're not chasing you every week
6/ the first 30 days determine if they stay for 12 months
full technical audit delivered week one
quick wins identified and executed (title tags, meta descriptions, internal links)
GBP fully optimized with photos, posts, and categories
client sees movement early even if rankings haven't shifted yet
perception of progress keeps clients paying while the real work compounds
the agencies that churn clients aren't bad at SEO
they're bad at onboarding
nail the first 30 days and retention takes care of itself