How to Onboard a New Client

This SOP establishes the required process for moving a new Passionate Vacations inquiry from initial contact to an officially onboarded client. The goal is to ensure that every new client: Receives a consistent and professional introduction to Passionate Vacations. Understands how the travel planning process works. Completes the required agreement and planning-fee process. Is accurately recorded in the PV HQ Client Experience Tracker. Has a clearly documented next action. Receives only the documents appropriate to the current stage of the experience. Has personal and payment information handled securely.

Every new client must be qualified, complete the appropriate consultation process, sign the required agreement, and pay the applicable planning fee before substantial travel research or proposal development begins. The client must have an accurate Client Experience record in PV HQ, an approved client file location, a documented next action and due date, and confirmation of what will happen next. A submitted inquiry form or scheduled consultation alone does not make someone an active Passionate Vacations client.

Enter the major non-negotiable decisions: A traveler becomes an active client only after the required agreement and planning fee are completed, unless Deidre approves and documents an exception. Substantial research does not begin before onboarding requirements are complete. Every active client record must include a Next Action and Next Action Date. Client documents are sent according to the client’s current stage rather than sending the entire document package at once. ClientEase is used for secure credit card authorization. Full card numbers, CVV codes, and complete expiration details are never stored in PV HQ. Google Drive remains the primary storage location for final client documents. PV HQ records the status and file link. A client is not moved to Booked until an actual supplier reservation has been confirmed.