client welcome packet

How to Create a Welcome Packet for New Clients (Step by Step)

16 December 2020 | by Gina Lucia

If you’re looking to make a great first impression for your new clients, then creating a welcome packet is the way to go.

But you might be wondering what to include in your client welcome packet and how to put one together. Not to worry, this article will break down everything you need to know to get your client welcome packet put together in no time at all.

Why you should create a welcome packet for new clients

First, let’s briefly talk about why a welcome packet will benefit your service-based business. 

A welcome packet isn’t just some nice-to-have pretty thing for you to send to new clients. It has many very important benefits:

  1. Your welcome packet will build trust with your client because they’ll see (in one easy to read pdf) everything they need to know about working with you.
  2. It will save you and them time. Instead of sending loads of backwards and forwards emails, you’ll give them everything they need to know in one handy document.
  3. It will help you set boundaries. You can include your working hours/days, how you like to communicate, what the project process will look like and more in a very straightforward manner.

Aside from these practical points, your welcome packet will likely impress your client, show how professional you are and make you stand out from others in your field.

what to include

What to include in a client welcome packet

Okay so now we know the undeniable benefits of creating a welcome packet for your new clients, let’s look at what should be included within it. 

Welcome packets should be simple and to the point. This isn’t a place for you to talk about you, the purpose of your welcome packet is to benefit your client and your working relationship.

So in brief, this is what you should include in a client welcome packet:

  1. An introductory page
  2. Your process
  3. What you need from them
  4. How they can reach you/how you communicate
  5. (Optional) FAQ

That’s it. Below I’ll go through each of these in more detail.

Note: It’s very important to make sure your welcome pack doesn’t waste the time of your new client. It’s not meant to take them loads of time to read, so if there’s anything in your packet that doesn’t need to be there, cut it.

Page 1: An introduction page

The first page in your welcome packet (after your cover page), should be an introduction.

This introduction isn’t about you, it’s about your client. 

This section should be brief and to the point. Use it to thank your client for choosing to work with you and reinforce the valuable work you’re going to do for them or their business. 

Also mention, in brief, what the packet contains and leave your email address in this spot, just so they can contact you quickly should they need to.

Page 2: Your process

No matter what type of service you provide, you likely have some kind of process. In other words, how you go from signing the contract, to the finished work. 

It’s important to dedicate a whole page to this process so your new client knows what to expect. Even if you’ve already outlined this in previous discussions, reinforcing it here will be helpful for both of you.

Outline this in steps so it’s easy for the client to follow and keep the wording simple. You don’t need to write paragraphs here. Just tell them what they need to know so they can get an overview.

Page 3: What you need from them

This page is very important. It outlines all the things you need from them before you get to work, as well as a few things you might need them to do throughout the process.

Use this page to remind them to sign the contract if they haven’t already, fill in any questionnaires you might have, or provide you with any files or details you might need to start work.

Add a gentle reminder that you’ll need their feedback at various stages (if you need this from them). This will remind them of the terms you set in your contract and set some good boundaries.

Lastly, end this section on a positive note. I like to include one line at the end to lighten the mood:

‘That’s it, once we’re all set up and running, it will be smooth sailing from there!’

Page 4: How they can reach you/how you’ll communicate

This page is fairly simple. It contains everything from your working hours/days, to how you communicate. 

Use this page to set a few boundaries if you wish. 

For example, I like to mention my working hours and days and then link to a Google Calendar which shows when I’m away or not working.

You can also encourage communication using methods you’re comfortable with, or offer a variety of options if you’re more open.

(Optional) Page 5: FAQ

This page is optional simply because if you have nothing else you need to add to your welcome packet, then this page isn’t needed. If that’s the case, don’t add it.

However, if the work you do is slightly more complicated, or you get asked certain questions a lot from new clients, it’s worth adding this page in.

Are there certain words you use that need explaining before you start work? Do you need to explain which software you use? Do you need to provide a tutorial for something? 

You can use this page for all of these things to make sure your client process is as smooth as possible.

Use a client welcome packet template

So now we understand what to include in your new client welcome packet, how do we put one together?

Depending on your skill level, you could put one together using software like Adobe Illustrator, or you could use Canva to create your welcome packet.

However, putting your welcome packet together could take some time if you’re starting from scratch. So if you’d like to save that time, but still want to customise a template to suit your business, you can do so with a template.

Check out the one I personally use below:

So, will you be putting together your client welcome packet? Let me know in the comments!