Booking a new client is a happy moment. This shouldn’t then be clouded by the uncertainty of what the next steps are.
A welcome kit is a fantastic way to introduce new clients to your business and create a clear path forward for your project.
It will help you to start your business relationship off in a great place and create a positive first impression.
It allows you to communicate your business processes and policies to your clients and set healthy boundaries and expectations from the beginning.
By streamlining your client onboarding process, this will save both you and the client time and unnecessary back and forth.
So what should you include in this all-important document?
Here are the 7 must-have components for your client welcome kit
1. Welcome message
Writing a genuine, warm welcome and thank you message can go a long way when starting your new client relationship. A welcome letter to a new client should be brief, but intentional. This can be included at the beginning or the end of your welcome kit. A photo of yourself is always a good idea here too, to make the human connection.
Outline in clear detail all the inclusions that will be a part of this project. Make sure to be specific, and try to see the project from the eyes of the client, as there may be things that you assume are obvious, that are not so obvious to an outsider.
Depending on the size of the project, this can be broken down further into separate sections.
In addition, to avoid confusion later on in the project, it can be helpful to include a list of things that are not included in the project.
3. Set boundaries and manage client expectations
Very important! In many instances, a client may not have worked with a service provider like yourself, for example, a brand designer or web designer.
They will appreciate knowing exactly what you need from them, how often you will be in touch for updates, how much of their time and feedback is needed, as well as limits on communication.
For example, you may include information such as when you can be contacted, how often communication will be, what you need from the client at what stage, general timeline of project, number of revisions allowed, and deliverables
You may be covering these topics in more detail in another section of the welcome pack, but a client will value the clarity this provides.
4. A clear timeline of the whole process from start to finish
This is where you break down the steps of the project in as much detail as you need, including a payment schedule.
Remember again to take a step back and view the timeline from the client perspective, for any extra details.
Ensure you include elements such as discovery calls, what kinds of deliverables will be ready at certain stages, how many revisions are included and when you will require client feedback and communication.
5. Programs, tools and resources
This is where you can outline the kinds of tools you will be using to bring their project to life. Even if a client is not required to have the same tools, such as Adobe Illustrator, it’s always valuable to know how their vision is being brought to life.
Additionally, this is where you would let them know what tools and programs you will be using to communicate and collaborate with, hand over deliverables and make payment.
This is a good place to reiterate boundaries and expectations, in the form of questions and answers.
If there are certain questions or issues that you find, over time, keep popping up, make sure to include them here. For example, if you find that clients are often requesting extra revisions, ensure that you address that question here (always politely!).
7. What the next steps are (right after they finish reading the welcome kit)
What does the client need to do straight away to get the ball rolling? Sign your contract? Make their first deposit? Book a discovery call with you? Make sure they are super clear on how to get started, and how wonderful this project together is going to be!
First impressions are lasting, especially when running your own business where collaboration and transparency are everything. Kicking off a working relationship in this organised and professional manner will create a positive and lasting impression with your new client.
By including these seven keys items in your welcome kit, you and your new client get started on the right foot, avoid any confusion and can breeze through a mutually beneficial relationship, from start to finish.
So open up that Google Doc (or your preferred design program) and start drafting yours today!
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