5 Must-Have Items for Your New Client Welcome Packet

Do you find that you're always saying the same things every time you onboard a client? Are you continuously repeating the same instructions? Maybe you're sending out your Zoom link over and over...and over again? It might be time to consider creating a New Client Welcome Packet!

What Is A New Client Welcome Packet?

A New Client Welcome Packet is a document or digital guide that you can email to your clients when you start working together.

It typically includes details such as your services, office hours, communication methods, project timelines, and any necessary next steps.

The packet may also include policies, FAQs, and helpful resources to ensure a smooth and organized experience. Whether delivered as a PDF, a Notion or Google Drive link, or through a client portal, a welcome packet acts as a central reference point for your clients, giving them everything they need to get started successfully.

A welcome packet will not only help you to create an high level client experience, but will help you to build trust with your new client.

Why Send A New Client Welcome Packet?

1. To Create A Great First Impression. First impressions count! This will be one of the first documents (aside from your contract) that your new client will receive from you. Sending a personalized, branded welcome packet not only adds a professional touch, but show your client that you have a well-organized process in place.
   

2. To Save Time. Instead of answering the same onboarding questions repeatedly, you can direct clients to the welcome packet, saving you time and reducing misunderstandings. Instead of repeatedly explaining your process, boundaries, or expectations, you can direct clients to the welcome packet, allowing them to find the information they need on their own.
   

3. To Set Boundaries. A welcome packet can also help you create boundaries and set the stage for a smoother working relationship, even with more challenging clients by proactively addressing expectations and communication guidelines upfront.
   

4. To Make Your Clients Feel Comfortable. Most people don't like surprises. Our brains crave predictability - we are wired to recognize patterns and anticipate what’s coming next. Surprises disrupt this and create uncertainty, which can feel uncomfortable. A comprehensive welcome packet eliminates this uncertainty and puts your new client at ease, because they know exactly what the next steps are.

What To Include In Your Welcome Packet

1. A Welcome Note

This is your opportunity to let your client know how happy you are that they have decided to work with you. Briefly reintroduce yourself, and remind them of all the benefits they will receive working with me. I also like to remind them about the transformations they or their business could expect to see after our work together is complete.

2. Communication Instructions & Your Availability

This is an excellent place for you to set some healthy boundaries with your new client. It's so much easier to set these guidelines up front, rather than having to explain to them halfway through the project that you don't like them sending you a DM on your Instagram account.

Let your clients know exactly how (and where) to reach you. Be sure to include clickable links, where applicable. Some points to consider:

• What is your response time? How much time do you want to have to be able to respond to emails or Voxer messages?

• What time zone are you located in?

• Which holidays do you take off?

• Are you available to work weekends?

3. What You Need From Them

This section will outline all the things you'll need from them before you get started. You could keep this generic, so that every client has the same set of instructions or you it could be customized based on an individual situation.

The goal is to create the best experience possible for our clients and one of the best ways to do that is to make sure that we have everything we need before starting a project. There is nothing worse than having to request a login or access to a document two weeks into working together.

Here are some ideas:

• Login information

• Branding assets (HEX codes, graphics, logos, fonts)

• Onboarding Questionnaire completed

• Signing up for a new system or tool

If you do require a client to sign up for a new system or tool, consider adding a link to a training or tutorial for so that you can refer them to that if they have any questions.

4. Scheduling Links & Timeline

This section will give them a general timeline of the project so they know what to expect and when. It should include specific dates for deliverables. This is also a great place to remind them what's included (and what isn't!) in their package.

If they will have 1:1 access to you, be sure to include a link to book a call with you, so they'll always have access to the link and won't be searching through emails to try to book with you.

5. Resources or Other Tools

Do you have a tools or software that you are always recommending to clients? Is there another resource that you often reference like a book, a podcast, or an app that you've found helpful? This might also be the place where you'd want to remind clients of different services you offer.

For example, if you are a social media manager and you've recently signed a new client, it may be helpful to remind them that you are also a graphic designer, and they could purchase your graphic design package as an add on.

How To Create Your Welcome Packet

The easiest way to create your welcome packet is in Canva, my go to graphic design software. You can create your amazing, beautifully branded Client Welcome Packet PDF without any previous graphic design experience. I make all of my business graphics inside Canva.

Although it isn't difficult for a beginner, putting together your Welcome Packet can still be a little time consuming, especially if you've never used Canva before. If you'd prefer to use a template that has already been created, grab The Client Experience Toolkit, where you'll get an Welcome Packet and and Offboarding Packet (along with a bunch of other super helpful templates & swipe files) that you can customize to your brand and start using today!