Client Onboarding (P0)

SOP: CSM P0 Onboarding

Last Updated: March 2026 Version: 1.0 Owner: CSM

---

Purpose

This SOP documents the CSM’s step-by-step responsibilities during P0 Onboarding (Days 1-14). P0 is the foundation-building phase where we gather credentials, complete audits, educate the client, and set expectations for success. The goal is 100% complete credential/information gathering, comprehensive audits, and strategy alignment by Day 14.

---

Day 0: Welcome Email & Intake Questionnaire

Trigger

• Stripe payment processed
• Client automatically added to Task Tracker

Owner

• CSM (delivery and follow-up)
• Automation (email trigger)

Timeline

• Day 0 (same day as payment): Welcome email + intake questionnaire link sent

Tasks

Task 1: Welcome Email (Automated or Manual)

• Email sends automatically via GHL/Stripe integration (or CSM sends manually if automation fails)
• Subject line: “Welcome to Tekton Growth, [Client Name]”
• Email body includes:
  • Warm welcome message
  • CSM introduction + name + contact email
  • “I’ll reach out within the next business day to introduce myself”
  • High-level timeline: “Here’s what your first 30/60/90 days looks like”
  • Link to Task Tracker client portal
  • Intake questionnaire link (embedded in Task Tracker, or direct form link)
  • Brief note: “Please complete the intake form by [Day 5] so we can kick things off smoothly”

Task 2: Confirm Delivery

• Verify welcome email sent successfully (check Task Tracker email log)
• If automation failed: Send manually immediately

---

Days 1-3: Internal Setup & CSM Introduction

Trigger

• Welcome email sent
• Client added to Task Tracker

Owner

• CSM (introduction, coordination)
• GBP Specialist (account creation)
• SEO Specialist (project setup, audits queued)

Timeline

• Days 1-3

CSM Tasks

Task 1: CSM Intro Message (Within 1 Business Day of Welcome Email)

• Log into Task Tracker
• Send personal message to client in Task Tracker thread
  • Example: “Hi [Client Name], this is [CSM Name], your client success manager at Tekton Growth. I’m excited to work with you! I’ll be your main point of contact throughout our engagement. Feel free to reach out anytime you have questions. For now, please fill out the intake questionnaire when you get a chance — it helps us understand your business and create the best strategy for you.”
  • Tone: Warm, professional, brief
• Add CSM contact info to message (email, phone if applicable)

Task 2: Review Intake Questionnaire Completion Status

• Check Task Tracker daily (Days 1-3) for completed intake form
• If form not started: Note for follow-up on Day 5

Task 3: Log Intake Information

• Once intake questionnaire submitted, review all responses
• Update Task Tracker client profile with:
  • Business name, industry, primary service categories
  • Service area (city, multi-location info)
  • GBP URL + manager email (if available)
  • Existing website URL + admin credentials (if provided)
  • GSC/GA4 access info (if available)
  • Social media platforms and access (if provided)
  • Answers to primary city strategy question
  • GBP verification status (location-based or service area)
  • LSA opt-in checkbox result
  • Website scope decision (Scope A: SEO only, vs. Scope B: SEO + website build)
• Add internal note: “Intake completed on [date]”

Task 4: Coordinate Internal Setup

• Message to GBP Specialist: “Intake received for [Client Name]. Please add to BrightLocal, Local Dominator (do NOT set up tracking yet), and Search Atlas (do NOT connect to GBP yet). Will notify when to proceed with P2 setup.”
• Message to SEO Specialist: “Intake received for [Client Name]. All info gathered. Stand by to run audit pipeline once CSM confirms readiness (expected Day 5-7).”
• Ensure GBP Specialist completes account additions by Day 3

GBP Specialist Tasks (Parallel Track)

Task 1: Add to Account Platforms

• Add client to BrightLocal account
• Add client to Local Dominator account (do NOT configure tracking yet)
• Add client to Search Atlas account (do NOT connect to GBP yet)
• Verify account access works, email test credentials to secure location

SEO Specialist Tasks (Parallel Track)

Task 1: Create Claude Project

• Create new Claude Code project for client
• Name format: “[Client Name] — Tekton Growth”
• Add relevant files (website URL, audit templates, Claude Code skills directory)
• Queue audit skills to run once CSM gives signal

---

Days 1-7: Follow-Up on Intake Questionnaire Completion

Trigger

• Welcome email sent
• No intake response by end of Day 5

Owner

• CSM

Timeline

• Days 5, 7 (with checkpoints on Days 3, 6)

Tasks

Task 1: Daily Check (Days 1-7)

• Day 3: If intake not started, send reminder message in Task Tracker (friendly, not pushy)
  • Example: “Hi [Client Name], just checking in — did you get the intake form? Let me know if you have any questions. I’m here to help!”
• Day 5: If intake not submitted, send second reminder (slightly more direct)
  • Example: “The intake form is crucial for us to get started. Can you complete it by end of Day 6 so we can move forward on schedule? It should take 10-15 minutes. Happy to hop on a quick call if you have questions.”
• Day 7: If still not submitted, make phone call to client
  • Script: “Hi [Name], I wanted to reach out directly about the intake form. Are you running into any issues, or do you have questions about anything? We really need this to move forward. Can we get it done today?”
  • Document outcome in Task Tracker

Task 2: Intake Completion Confirmation

• Once intake submitted: Add task in Task Tracker: ”✅ Intake questionnaire completed on [date]”
• Notify SEO Specialist: “Intake complete. Ready to launch audit pipeline.”

---

Days 7-10: Comprehensive Audit Pipeline

Trigger

• All intake information received and questionnaire completed
• CSM confirms readiness to SEO Specialist

Owner

• SEO Specialist (audit execution)
• CSM (monitoring, coordination)

Timeline

• Days 7-10

SEO Specialist Tasks (Parallel Track)

Task 1: Launch Audit Pipeline

• Confirm all client info is in Claude project
• Run Claude Code audit skills in sequence:
  1. /seo-crawl — Full website technical audit
  2. /seo-gap-analysis — Content gap analysis using Core 30 framework
  3. /seo-geo-strategy — Primary city competitor analysis (if multi-location or uncertain market)
  4. /seo-heatmap — Ranking visibility by city/category
  5. /seo-links — Backlink profile analysis, niche citation list generation
  6. /seo-data — GSC/GA4 analysis (if accounts connected; note if unavailable)
  7. /seo-report — Comprehensive audit report

Task 2: Task Generation & Approval

• All audit skills auto-generate tasks in Task Tracker
• Review all auto-generated tasks (Days 10-12)
• Approve, modify, or remove tasks as needed
• Prioritize tasks (high/medium/low) in Task Tracker
• Add internal note: “Audit complete. Tasks approved and prioritized.”

CSM Tasks (Parallel Track)

Task 1: Schedule Onboarding Call

• By Day 8, propose 2-3 time slots for logistics call (respect client timezone)
• Send calendar invite with note: “This is a 60-minute call where we’ll walk through your intake info, confirm strategy, and set expectations for your first 30/60/90 days.”
• Confirm date/time by Day 10

Task 2: Prepare Call Materials

• Gather all audit outputs from SEO Specialist (by Day 11)
• Create simple reference doc with:
  • Client intake summary (key info from questionnaire)
  • Primary city strategy (competitor findings, if applicable)
  • GBP verification status + timeline expectations
  • Website scope decision (Scope A or B)
  • LSA decision (yes/no)
• Share with SEO Specialist so they can prepare technical talking points

Task 3: Monitor Audit Completion

• By Day 10, confirm all audit skills have run
• Check for any errors or missing data
• If data incomplete (e.g., GSC/GA4 not accessible): Note in Task Tracker and adjust expectations on call

---

Site Launch Coordination (when applicable)

Trigger

• Client engagement includes a new website build (Astro or otherwise) OR a platform migration that changes the tracking setup
• Website Specialist reports the site is visually/functionally complete

Owner

• CSM (gate approval + client communication)
• Website Specialist (runs the gate)
• SEO Specialist (signs off on tracking health)

Timeline

• Runs in parallel with other onboarding phases, timed to whenever the website hits launch-ready state

CSM Tasks

Task 1: Require Launch Gate sign-off before announcing to client

• Do NOT send the client a “your new site is live” email until the Website Specialist has posted the Site Launch Tracking Gate sign-off in TaskTracker
• Reference: sops/website-specialist/site-launch-gate.md — 10-item checklist
• The sign-off comment in TaskTracker reads: “Launch tracking gate: GREEN. OK to ship.”
• If the Gate is YELLOW or RED, site is not client-facing yet — inform the client “we’re in final tuning, launching within X days” rather than announcing

Task 2: Verify tracking is live before the kickoff call

Before the first monthly strategy call, confirm data is flowing:

• Open the client’s GA4 property → Realtime. Should show visitors (at minimum the Website Specialist’s own tests).
• GSC → Performance. Should show at least some impressions within 3-7 days of launch.
• If either is empty and site has been live 7+ days, escalate to SEO Specialist. Do not proceed to the kickoff call with broken tracking — the call will be based on bad data.

Task 3: Grant client access to their GA4 + GSC

After the Launch Gate is GREEN and before the kickoff call:

• Follow sops/csm/grant-client-ga4-access.md
• Grants client Viewer access to GA4 and Full User access to GSC (NOT Owner)
• Sends the “GA4 + GSC Access Granted” welcome email from GHL templates
• Logs the grant in clients.json with timestamp

Dependencies

This section blocks no other onboarding phase, but the kickoff call should not happen until tracking is verified. If the site launches after the planned kickoff date, reschedule the call rather than meeting with incomplete data.

---

Facebook/Meta Business Manager Access

Overview

This section provides instructions for setting up and managing Facebook/Meta Business Suite access. Use these steps when a client needs to establish Meta Business Manager or when adding Tekton Growth as a partner for ad management.

Scenario 1: If Client Doesn’t Have Meta Business Suite

Step 1: Create New Meta Business Account

1. Go to https://business.facebook.com
2. Click “Create new account”
3. Log in with personal Meta/Facebook account (or sign up for new account if needed)

Step 2: Enter Business Information

• Business name: enter client business name
• Your name: enter your full name
• Phone number: contact phone
• Business address: client business address
• Work email: use @tektongrowth.com email address (for Tekton-managed accounts)

Step 3: Complete Setup

• Click “Next”
• Review settings and confirm accuracy
• Check email for confirmation message
• Click “Confirm now” in confirmation email

Scenario 2: Create Ad Account (New or Existing)

For New Meta Business Manager or Existing Manager:

1. Access Meta Business Suite

   • Sign in to Meta Business Suite
   • Click gear icon (Settings)
   • Navigate to “Ad accounts”

2. Add New Ad Account

   • Click “+Add”
   • Select “Create a new ad account”

3. Enter Ad Account Details

   • Enter account name (recommended format: “[Client Name] — Tekton Growth”)
   • Select currency (Note: currency cannot be changed after creation)
   • Select timezone

4. Select Account Type

   • Choose “Business” or “Agency” based on use case
   • Agree to terms and conditions
   • Click “Create ad account”

Scenario 3: Adding Tekton to Existing Account (Client-Facing Instructions)

Step 1: Access Partners Section

• Go to Meta Business Suite
• Click gear icon (Settings)
• Select “Partners” under Users section
• Click “Add”

Step 2: Grant Partner Access

• Select “Give a partner access to your assets”
• Enter Tekton Growth Business ID: 931517591336391
• Click “Next”

Step 3: Assign Partner to Ad Account

• Go to Settings
• Select “Ad accounts”
• Click “Assign partner”
• Enter Business ID again: 931517591336391
• Toggle “Full control” to ON
• Click “Assign”

Step 4: Important Notes

• This does NOT transfer ownership to Tekton — client remains owner
• Only allows Tekton to manage Pages, ads, and campaigns
• Client can revoke access at any time
• Estimated execution time: 10-15 minutes

Access Control Notes

• Tekton Business ID: 931517591336391
• Access Level: Full control (for ad management and campaign execution)
• Ownership: Client remains owner throughout
• Revocation: Client can remove partner access in Partners section anytime

QC Checklist

• Meta Business Suite account created (if new client)
• Business information entered correctly
• Confirmation email verified
• Ad account created with correct currency and timezone
• Tekton added as partner (if applicable)
• Tekton Business ID entered correctly: 931517591336391
• Full control toggle enabled
• Client informed that ownership is retained
• Setup documented in Task Tracker

KPIs

• Meta Business Suite setup: completed within 1 day of request
• Ad account creation: within 1 day of Meta Business Suite setup
• Partner access assignment: within 1 day of client request
• Documentation: 100% of setup steps logged in Task Tracker

---

Days 12-14: Logistics Call & Post-Call Tasks

Trigger

• Audit pipeline complete
• Audit tasks generated and approved by SEO Specialist

Owner

• CSM (primary), SEO Specialist (technical support if needed)

Timeline

• Day 12-14 (60-minute call)

CSM Pre-Call Tasks

Task 1: Final Prep (Day Before Call)

• Review intake questionnaire responses one more time
• Prepare call agenda (see below)
• Load SEO Specialist audit summary and key findings
• Confirm meeting link (Zoom or Google Meet)
• Send reminder email to client 24 hours before call
  • “Looking forward to our call tomorrow at [time]. Please have your business info handy. We’ll walk through your strategy and answer any questions.”

Logistics Call: Agenda (60 Minutes)

Structure:

1. Welcome & Introductions (5 min)

   • Introduce self and any team members attending
   • Thank client for being responsive with intake info
   • Overview of what you’ll cover in the call

2. Intake Questionnaire Review (10 min)

   • Verify all captured info is correct (business name, location, services, etc.)
   • Confirm contact info (phone, email, GBP manager email)
   • Ask clarifying questions on any unclear responses

3. Primary City Strategy Conversation (15 min)

   • Ask: “Is your physical business location in your primary target city?”
   • If YES: Briefly confirm strategy (serve target city from home/office location)
   • If NO: Review competitor audit findings
     • “Here’s what we found about competition in your target market…”
     • Assess feasibility: “Based on this, we believe we can rank you, but timeline may be [longer/shorter]”
     • Decision: “Do you want to proceed with one location, or would you like to explore opening a secondary GBP in the target city?” (Note: Secondary GBP is scope change, escalate to Ops Lead)
   • Document decision in Task Tracker

4. GBP Verification & Setup (10 min)

   • Confirm GBP verification status (location-based vs. service area)
   • Explain difference: “Location-based means customers can visit your office. Service area means you travel to them. This affects how Google ranks you.”
   • Set expectations: “Verification can take 30-60 days. We’ll follow up with Google to speed this up.”
   • Ask about operating hours: “What are your typical business hours? We may recommend staying open later to capture after-hours search traffic.”

5. Hours Education (10 min)

   • Explain: “Google weighs extended hours heavily. Customers often search for services after 5pm. Your listings will be more visible during hours you’re available.”
   • Ask: “Are you willing to extend your hours in Google, even if your physical office closes at 5? Some businesses show ‘By appointment’ after hours.”
   • Document hours strategy for P2 GBP setup

6. 30/60/90 Day Expectations (10 min)

   • Walk through templatized plan from welcome email (already sent to client)
   • Explain 30 days: “We’ll optimize your GBP, launch review collection, fix technical issues. No major ranking changes yet — we’re building foundation.”
   • Explain 60 days: “Rankings start moving. Content goes live. You’ll see real momentum.”
   • Explain 90 days: “Expect 2-3 new top 20 rankings, solid traffic gains. This is the traction phase.”
   • Set realistic timeline: “Competitive markets can take 6-12 months. Less competitive keywords can see movement in 4-8 weeks. We’ll track progress weekly.”

7. Service Scope & Timeline (5 min)

   • Confirm scope decision (Scope A: SEO only, vs. Scope B: SEO + website build)
   • Confirm LSA decision (yes/no)
   • If Scope B (website build) or LSA: “We’ll coordinate with our [website/LSA] team. They’ll reach out separately with timeline.”

8. Questions & Next Steps (5 min)

   • Open floor: “Any questions about what we’ve covered?”
   • Confirm next steps: “I’m sending you a recap email and a Review Generation Guide. That guide explains the #1 way to collect reviews — it’s simple and you can start right away.”
   • Set expectations: “You’ll start seeing our work in your GBP (posts, reviews management) within the next week. Deeper ranking improvements will take a few weeks.”

CSM Post-Call Tasks (Day 14)

Task 0: Client Welcome Gift

• Trigger: Onboarding info complete and confirmed shipping address received
• Products to order:
  1. Custom branded YETI Rambler Stackable Travel Mug (20oz, Black) — quantity: 1
  2. Branded air fresheners (Make My Freshener, Black Ice fragrance, blue string) — quantity: 3
  3. Paver markers with branded stickers — quantity: 3
  4. Branded stickers (Purple Frog Graphics contact: Alex Armentano, alex@purplefroggraphics.com)
• YETI Branding Specs:
  • Upload client logo (no background, high resolution)
  • Add text: “Powered by Tekton”
  • Font: NOTO Sans, size 9.05
  • Order via: Custom Branding website
• Process:
  • Nick places order (after CSM confirms stock levels)
  • Confirm product stock levels before ordering
  • Ship to client’s address
  • Send shipping confirmation to client with note: “A little gift to kick off our partnership!”
• Login for Ordering: support@tektongrowth.com / NTG2025!
• Document in Task Tracker: ”✅ Welcome gift ordered and shipped on [date]”

Task 1: Send Recap Email (Same Day or Next AM)

• Subject: “[Client Name] — Onboarding Call Recap & Next Steps”
• Email body:
  • Thank you for the call
  • Summary of key decisions:
    • Primary city strategy: [decision made]
    • GBP verification type: [location-based / service area]
    • Operating hours strategy: [hours agreed]
    • Scope: [Scope A / Scope B]
    • LSA: [yes / no]
  • 30/60/90 timeline recap: “Here’s what to expect each month…”
  • Next steps: “Here’s what we’re doing this week: [list 3-5 actions]”
  • Attachment: Review Generation Guide (client-facing document)
  • Closing: “Questions? Just reply to this email or message in Task Tracker. Thanks again!”

Task 2: Send Review Generation Guide

• Attach or link to: ../client-facing/review-generation-guide.md
• Include brief note: “This guide has the #1 most effective way to collect reviews — send texts from your phone. Takes 15 minutes, and you can start today.”
• Note: Client can begin review collection immediately (no team execution required)

Task 3: Update Task Tracker

• Add call notes to Task Tracker:
  • All key decisions made during call
  • Primary city strategy decision
  • GBP verification status
  • Scope decision (A or B)
  • LSA decision (yes/no)
  • Operating hours strategy
  • Any action items or follow-ups needed
• Tag: “P0 Onboarding Complete”
• Notify team:
  • GBP Specialist: “Onboarding complete. Ready to proceed with P2 setup. Scope: [A/B]. GBP verification: [type]. Hours: [hours].”
  • SEO Specialist: “Onboarding complete. P4 task list ready. Scope: [A/B]. Website build needed: [yes/no].”
  • LSA Specialist (if applicable): “Client opted into LSA. Ready to proceed with P3 setup.”

Task 4: Quality Check

• Verify all elements complete:
  • ✅ Welcome email sent (Day 0)
  • ✅ CSM intro message sent (Day 1-3)
  • ✅ Intake questionnaire completed (Days 1-7)
  • ✅ All intake data logged in Task Tracker (Days 1-7)
  • ✅ Internal setup completed: BrightLocal, Local Dominator, Search Atlas accounts created (Days 1-3)
  • ✅ Audit pipeline launched (Day 7)
  • ✅ Audit tasks generated and approved (Days 10-12)
  • ✅ Logistics call scheduled and completed (Days 12-14)
  • ✅ Recap email sent (Day 14)
  • ✅ Review Generation Guide delivered (Day 14)
  • ✅ Task Tracker notes complete (Day 14)

---

Handoffs to Other Roles

Handoff to GBP Specialist (P2 Begins)

Trigger: Onboarding call complete + recap email sent

CSM Message to GBP Specialist:

[Client Name] is ready for P2 GBP setup.

Key Info:
- GBP URL: [URL]
- GBP manager email: [email]
- Verification type: [location-based / service area]
- Operating hours: [hours] (extended hours approved: yes/no)
- Photos uploaded: [yes / no]
- Service categories: [from intake]

Next steps:
1. Connect Search Atlas to their GBP
2. Set up Local Dominator tracking (2-3 categories + 2-3 services)
3. Optimize GBP profile (description, categories, photos)
4. Create month-by-month posting calendar

Timeline: Complete by end of P2 Week 2. I'll check in weekly.

GBP Specialist Response:

• Confirm receipt
• Provide timeline for P2 completion
• Notify CSM of any blockers

Handoff to SEO Specialist (P4 Begins)

Trigger: Audit tasks approved + onboarding complete

CSM Message to SEO Specialist:

[Client Name] P0 complete. Ready for P4 execution.

Key Info:
- Scope: [Scope A / Scope B]
- Website build needed: [yes / no]
- Approved priority tasks: [list top 5]

Audit output available in Claude project: [project link]

Next steps:
1. Begin technical SEO (P4 Workstream 1)
2. Schedule content strategy call if applicable
3. Provide weekly progress updates to CSM

Questions? Let me know.

SEO Specialist Response:

• Confirm receipt
• Provide timeline for P4 kickoff
• Notify CSM of any blockers

Handoff to LSA Specialist (P3 Begins, If Applicable)

Trigger: Client selected “yes” to LSA in intake questionnaire

CSM Message to LSA Specialist:

[Client Name] opted into Local Service Ads.

Key Info:
- Business type: [type]
- Service areas: [cities]
- Budget expectation: [from proposal/discussion]

Next steps:
1. Send LSA education document to client
2. Set up LSA account in Google Local Services
3. Request business verification
4. Follow up weekly with client on lead quality

I'll coordinate reporting. You handle lead quality feedback collection.

LSA Specialist Response:

• Confirm receipt
• Provide timeline for LSA launch
• Notify CSM when client education sent

---

P0 Onboarding Checklist

Use this checklist to track completion:

Day 0

• Stripe payment processed
• Welcome email sent to client
• Client added to Task Tracker
• CSM verifies email delivery

Days 1-3

• CSM sends intro message in Task Tracker (within 1 business day)
• GBP Specialist adds client to BrightLocal
• GBP Specialist adds client to Local Dominator
• GBP Specialist adds client to Search Atlas
• SEO Specialist creates Claude project for client

Days 1-7

• Daily check on intake questionnaire completion
• Day 3: First reminder sent if not started
• Day 5: Second reminder sent if not submitted
• Day 7: Phone call if still incomplete
• Intake questionnaire submitted
• CSM reviews and logs all intake data in Task Tracker
• SEO Specialist notified that intake is complete

Days 7-10

• Audit pipeline launched (all 7 Claude Code skills queued)
• Onboarding call scheduled with 2-3 time options offered
• Client confirms call time
• CSM prepares call materials

Days 12-14

• 24-hour reminder sent to client before call
• Logistics call completed (60 minutes)
• All key decisions captured (city strategy, verification type, hours, scope, LSA)
• Recap email sent to client (same day or next morning)
• Review Generation Guide attached to recap email
• Task Tracker notes updated with full call summary
• GBP Specialist notified: P2 ready to begin
• SEO Specialist notified: P4 ready to begin
• LSA Specialist notified (if applicable): P3 ready to begin

---

P0 KPIs

Track these metrics to ensure onboarding quality:

KPI	Target	Frequency	Owner
Welcome email delivery	100% same day	Per client	CSM + Automation
CSM intro message sent	100% within 1 business day	Per client	CSM
Intake completion rate	100% by Day 7	Per client	CSM
Follow-up messages sent	100% (Day 3, 5, 7 if needed)	Per client	CSM
Onboarding call scheduled	100% by Day 10	Per client	CSM
Onboarding call completed	100% by Day 14	Per client	CSM
Recap email + guide sent	100% within 24h of call	Per client	CSM
Task Tracker notes complete	100% within 1 day of call	Per client	CSM
Audit pipeline launched	100% by Day 7	Per client	SEO Specialist
Audit tasks approved	100% by Day 12	Per client	SEO Specialist
Internal setup complete	100% by Day 3	Per client	GBP Specialist
P0 total duration	14 days or fewer	Per client	CSM

---

Common Issues & Troubleshooting

Issue: Client Not Completing Intake Questionnaire

Situation: Client silent after welcome email by Day 5

Resolution:

1. Send friendly Task Tracker message (Day 3) — “Did the form come through okay?”
2. Send direct reminder (Day 5) — “Let me know if you have questions. Happy to help.”
3. Make phone call (Day 7) — “Just checking in. Is there anything blocking you from filling this out?”
4. If still not completed by Day 10: Escalate to Ops Lead. May indicate low engagement or bad fit.

Issue: Missing Data in Intake (e.g., GBP URL, Website Credentials)

Situation: Client submitted form but key fields blank

Resolution:

1. Don’t wait for perfect data — launch audit with what you have
2. Send Task Tracker message: “Thanks for the intake! I noticed [field] was blank. Can you provide that so we can optimize faster?”
3. Proceed with call using available data; make note: “We’ll get this info during call”
4. Revisit during logistics call and collect in person

Issue: Audit Pipeline Errors or Incomplete Data

Situation: One or more audit skills fail or return no data

Resolution:

1. SEO Specialist troubleshoots immediately
2. If data truly unavailable (e.g., GSC/GA4 not connected): Note in audit report and plan for P4 setup
3. Don’t delay call — inform client on call: “We’ll set up your analytics tracking as part of our first phase. Here’s what we found from the website crawl…”

Issue: Client Cancels or Reschedules Onboarding Call

Situation: Client requests to postpone call beyond Day 14

Resolution:

1. Be flexible — reschedule within Days 14-21 if possible
2. If beyond Day 21: Escalate to Ops Lead. May need to reconnect on business need.
3. Update Task Tracker with new call date
4. Don’t send recap/guide until call is complete

Issue: Client Wants Strategy Presentation, Not “Logistics” Call

Situation: Client expects detailed strategy/roadmap discussion on first call

Resolution:

1. Explain kindly: “This first call is just to confirm all your info and set expectations. We’ll do a deeper strategy call after we’ve done some initial work and have baseline data to show you.”
2. Keep first call focused on logistics/education
3. Offer separate call if client really wants early strategy discussion (1-2 weeks later, after audit reviewed)

---

Related SOPs & Resources

• 00-client-lifecycle-playbook.md — Full client lifecycle context and handoff processes
• csm/README.md — CSM role overview and ongoing responsibilities
• csm/client-deliverables-reporting.md — What gets delivered after onboarding
• client-facing/review-generation-guide.md — Document sent to client after onboarding
• Task Tracker — Client communication and credential storage
• Local Dominator — Rank tracking setup (P2, not P0)
• Search Atlas — GBP management platform (P2, not P0)
• BrightLocal — Citation management platform (added in P0)
• Claude Code Skills Reference — /seo-* skill outputs and usage

---

Version Control:

• v1.0 (2026-03): Created from lifecycle playbook P0 section and CSM README. Structured as step-by-step execution guide with checklists, KPIs, troubleshooting.