February 5, 2020
Remember that one time when your client was completely perfect, you had NO STRESS the entire project, and you didn’t have to coach them through a single piece of the process on the fly?
Yeah, me neither.
I mean, my clients are perfect as can be, REALLY. But, that doesn’t mean every single piece of the process goes perfectly.
Each client project comes with challenges, but have you ever noticed that most of them come with the SAME challenges?
Today in our last installment this series, we’re talking you through the pre-emptive pieces of the client welcome packet – how to answer their questions BEFORE they have the chance to email you frantically asking them. Because, even if they’re not frantic, they still had to ASK, which means you have to answer, which is another task on your to-do list.
In case you missed the other installments of this series, my business manager Jenna and I are teaming up to give you The Ultimate Guide to Crafting a Client Welcome Packet so you can kick off your client projects with a bang–without having to lift a finger.
We all have those really frustrating pieces of client projects, right? So, why not use this welcome packet to try and coach them through some of those things from the get-go. Frustration often boils down to a lack of preparation and education of our clients.
For example, I know designers (and copywriters!) struggle when clients give vague feedback. They’ll say, “I’m not really feeling this part, and I’m not sure why.”
Cue the smoke pouring out of your ears, right?
If that’s the case, you could choose to include a “Guide to Helpful and Productive Feedback.” Make sure to include a step-by-step process of how they should deliver feedback, and you could even consider providing a sentence frame.
Here’s the one I use for my clients:
“To me, this feels too _____. Instead, I would like it to feel ______.”
I also give them some sample sentences to use for other scenarios:
This information is incorrect – here’s the updated information.
I LOVE this part because…
Giving them a wide range of feedback guidelines empowers my clients (and can empower yours!) to feel confident in the feedback they’re giving, and understand how to do so in a professional, courteous, and constructive way.
If you’re a service provider, think about where your clients get hung up in the process, and use this section to coach them through what to do or what not to do in order to get the best results possible.
Yep, even if you already said it. I incorporate frequently asked questions regarding payment, the process, deliverable logistics, communication, scope creep, etc.
At this point in the client welcome packet, if you’ve done your job, they’re gonna be pretty dang pumped. So, how can they channel that pumped-ness and go do something?! Do they need to start working on a questionnaire or homework right away? Do you want them to go share on Instagram (Oh, that was a good idea, I might steal that) about why they’re excited? Do you want them to send you something or go schedule their first call? Be sure to give them a next step, and give them an idea of when they’ll be hearing from you next.
You can also include a little more about you somewhere (anywhere!) in your client welcome packet to start solidifying a human relationship, allowing them to see a little glimpse of you – the one they chose, remember?!
It could be fun to do a little cosmo-style quiz for this section, this or that, or include a little infographic!
Alright, friends, all-in-all this step-by-step process should help you create a rockin’ client welcome packet that builds hype and prepares your clients and customers for the best experience everrrrr.
Do you have a client welcome packet? Did anything surprise you that you’re excited to include?
I’d love to hear in the comments!
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