Must-Have Details to Include in Your Client Welcome Packet | ProductiveandFree

Booking a brand new client should be an incredibly happy moment, right?

Because it means that your new client put their trust in you (along with a downpayment as proof!) and you’re about to help that person solve a problem or reach a goal.

But when I talked to several service-providers, this moment turns out to be full of frustration too—

The client didn’t know what’s really included in the service package (“What do you mean I only get two revisions?!”)
The client wasn’t sure what to expect (“I have to complete client homework too?!”)
The client didn’t think it would take too long (“Why does it take 4 weeks?!”)

And what’s even more frustrating about all this is that they’ve both signed a detailed contract already!

However, if you think about it, confusion on the part of the client is understandable because contracts tend to be filled with legal speak and the client may be unfamiliar with working with someone in your industry.

If you’re a designer, for example, you may be familiar with the following terms: brand board, CMYK, RGB, hex code, serif, san serif, raster, vector, etc. BUT your client may not know these terms at all.

The good news is that miscommunication during this beginning part of the client process is completely avoidable using a simple Client Welcome Packet.

Think of a Client Welcome Packet as a handy PDF brochure that you could use to:

Properly welcome your new client and thank them for choosing you
Reassure your client they made the right decision in hiring you
Set boundaries and manage client expectations
Outline all the important details in a clear and organized way
Walk a client through your entire process without overwhelming them

Fun fact: We’re the original creators of the Client Welcome Packet Template in Canva format! We developed this Client Welcome Packet system ourselves based on our experience working with our coaching clients. It proved to be very effective which is why we turned it into a template and began offering it to fellow coaches and service-providers in January 2019.

If you’re ready to provide an amazing client experience right from the start, here are 8 important details to include in your Client Welcome Packet.

1. Welcome Message

Right off the bat, I recommend showing your new client some appreciation with a warm welcome message and introduction.

After all the work they did in researching different service-providers, looking over your service package contract details, and actually shelling out money for a downpayment, this is the least you could do.

Also remember that buyer’s remorse is real and it’s normal for people to feel a bit uneasy after purchasing something online especially if it costs hundreds or thousands of dollars.

From the beginning, it’s a good idea to ease your new client’s fears and doubts by reassuring them they’ve made the right choice in hiring you.

Set a professional but friendly tone and you’re on your way to a fruitful and mutually beneficial relationship.

PRO TIP: Share a few qualities your new client can expect from you such as professionalism, timeliness, and authenticity as a promise that your client is in good hands.

2. Service Package Overview

Next up, be sure to provide an overview of the service package they paid for so it's clear what's included (and not included).

One of the biggest frustrations I hear from service-providers is when clients want more that what was originally agreed upon.

“Can I get one more revision, please?”

“I thought I coaching and consulting are the same thing!?”

“Can you throw in a complimentary coaching call?”

Providing additional services for free, for some people, may not be a big deal but if you’re trying to meet deadlines or juggle multiple clients at once, this is not something you should take lightly.

Don’t forget that you’re running a business, not a hobby, and since you’re offering a service, clients should rightfully pay you for that service.

To protect both you and your client, any additional work or deliverables should be accounted for in writing and with compensation.

PRO TIP: Be sure to review your welcome packet and your contract so that they are both saying the same things. The last thing you want is it to have a dispute over what’s really included in your service package because different features or benefits are stated in your communication materials.

Ready to impress your new clients?

No need to start from scratch or hire an expensive designer — we’ve got you covered with our proprietary Client Welcome Packet System and Templates. Check them out below!

3. Communication

Another important detail to go over in your Client Welcome Packet is communication.

Disputes often occur because of a lack of communication so it’s your job (not the client’s) to manage your new client’s expectations.

Remember, both your time and your client’s time are equally important so it’s best to set boundaries right from the beginning.

Consider outlining the following:

How often you’ll communicate with each other (ex. weekly, monthly, etc.)
What you’ll use to communicate (ex. email, Skype, Zoom, Slack, etc.) including what account name or email address you’ll be using
How soon you’ll respond to emails, comments, or revisions (ex. within 24 hours, during weekdays)

4. Process Overview

Next up, be sure to outline your process in a clear and organized way so your client knows what to expect and by when.

This includes the things you’ll need from them and what you'll deliver in return. Don’t forget to specify the deadlines for each step or phase of the process as well.

PRO TIP: Use visuals like a calendar layout, step-by-step process layout, or outline layout to help present the schedule more effectively.

5. Client Best Practices or Guidelines

Another important detail I recommend you add to your Client Welcome Packet is a list of client best practices.

Go over your entire client process and put yourself in your client’s shoes. Consider the possibility that he/she has not had any experience working with you or anyone in your industry and share some guidelines that can be helpful for them.

For example, if you’re a logo designer and you want your client to provide helpful feedback in your logo design, tell him/her to specify what they like about the logo and what they don’t like about the logo so your next revision is more in line with what they want.

Another example is if you’re a coach and you want your coaching client to come prepared during your coaching calls. You could tell him/her to fill up a questionnaire and submit it to you the day before so you can both go over his/her answers during the call.

As you can see, guidelines like these will vary from industry to industry and you may even have your own tips and tricks for clients yourself.

Be sure to share them with your client so you can both maximize your time working together.

PRO TIP: Explain why it’s important to adhere to your guidelines so the client understands how certain actions can help you both save time and avoid unnecessary frustrations down the road.

6. Tools and Resources

Next, just in case your client hasn’t had any experience in working with you or anyone in your industry, share the tools your client needs to be familiar with plus links to tutorials if necessary.

For example, if you’re a coach and you prefer to conduct your coaching calls via Zoom, list down this tool in your Client Welcome Packet then add a link to a tutorial so the client knows how to use this app long before your coaching call and so they don’t run into technical problems.

Another example is if you’re a designer and you wish to onboard your client using Asana. Share this tool with the client and again, link to a tutorial so they can easily navigate your project management system.

When it comes to resources, business owners choose to compile all necessary resources into an electronic business card and share it with their clients.

7. Frequently Asked Questions

Another way to go above and beyond for your new client is to list some frequently asked client questions and your answers.

To avoid emailing each other back and forth, be sure to think ahead of what the client may be wondering about and address them one by one in your Client Welcome Packet.

This way, he or she gets their questions answered without needing to reach out to you and they’ll be impressed with your initiative to anticipate their needs.

8. The Next Step

Last but not the least, clearly state what your client's next step is right after reading your Client Welcome Packet.

Do you want them to answer a questionnaire?

Schedule a kick-off call?

Complete client homework?

Visit a Client Portal you’ve set up for them?

Set up tools and be familiar with using them?

Join a clients-only Facebook group?

Guide your new client through the next step in your client process so you can be on your way to having a wonderful client experience.

Over to You

As a service-provider, a lot of frustration can be avoided when you onboard new clients if you use a Client Welcome Packet.

Be sure to include the eight details mentioned in this article (a welcome message, service package overview, communication, process overview, client best practices, tools and resources, FAQs, and the next step) so that you could kickstart a mutually beneficial and fruitful experience for both you and your new client.

Here’s a preview of our Client Welcome Packet Template for general service-providers:

Here’s a preview of our Coaching Client Welcome Packet Template:

Coaching Client Welcome Packet Template | ProductiveandFree.com

These templates are also part of our Client Experience Templates™

Launched in January 2019, the Client Experience Templates™ is our proprietary 3-template system designed to help service-providers and coaches provide an amazing client experience from initial inquiry to final send-off. It includes our Services and Pricing Guide Template, Client Welcome Packet Template, and Client Goodbye Packet Template.

Learn More About Our System →