Why a welcome packet?
Naturally, there are always tones of email back and forth to explain the little details. But I like to provide a neat digital packet that has almost all the details and info neatly in one place for a smoother client experience.
What’s Included In The Client Welcome Packet
I send in the welcome packet after the initial deposit is paid and the contract is signed. This isn’t a workbook! Because ain’t no boss have time for that!
Welcome And Thank You Note
This is just a note I include to add a little personal touch.
It is personalized for each client depending on their business and their objectives but typically this is the general template of the note –
- I am truly excited to be working with each new client and can’t wait to bring about the much-needed transformation in their business We address whatever specific pain points they have in their business here as well
- I mention what the welcome packet is about and how they should use/go through it.
- My contact information.
- I congratulate them for taking this important decision for their business and let them know that I am grateful for their business.
My goal with the welcome packet is to reduce all the email back forth and make sure the client and I are on the same page.
Majority of the problems are a result of lack of clear communication from either side.
When you set expectations up-front you ensure smoother communication and process between you and your clients.
Some of the things that I include into this page –
- How we are going to communicate over the duration of the project.
- Project timelines
- Policies for rescheduling meetings
- When the next payment is due
- Due-date for submitting the branding questionnaire
- Timelines for providing feedback.
- How often and how I will provide updates on the project
- Business hours/days
- My response times
I have found, It’s a lot better to set these boundaries in the initial stages instead of trying to bring the situation under control when a “misstep” happens from either side during the project.
It sets you apart as a professional in your industry and helps to avoid all the potentially difficult situations.
This is where I briefly outline the process details again and also describe the one concept approach.
Even though we discuss the project details over the initial discovery call, I make sure to outline it again.
When we kick off the project at the start date it’s typically 3-4 weeks after the initial discovery call as most clients need time to think over if they’d like to work with me. Understandable!
Small details discussed over the calls can easily be forgotten or missed, so outlining them here doesn’t throw any last-minute surprises to the clients during the project.
I mention all the deliverables that the client will receive at the end of the project for whichever package they signed up for and also any add ons if purchased.
The few things I include –
- Details associated with each deliverable.
- How the deliverables will be provided.
I also include an FAQ page, these are the commonly asked questions from my clients ( which I note down and add them to the list as I experience them during the projects ) like –
- How to book for additional services
- Can you do X for me? or
- Can I include an add on service when we are halfway through the project?
- What if I want some work done urgently?
The final guide that I include is how to give feedback on the designs.
I include this document to help clients understand what is and what is not helpful feedback to the designer.
It helps to avoid potentially vague feedback from them and helps me understand what they are thinking.
I love that we’ve worked together each time. So a Thank You is a must on my part. It’s just my way of making my clients feel excited and give them a premium experience.
Usually, it’s discounts from such places as Moo, Print Peppermint, Vistaprint, 4by6, and more — but I am currently transitioning into a partner program with previous clients where future clients’ thank you’s will be products samples!