January 23, 2020
Crafting a killer client welcome packet is essential in making your clients feel at ease from the moment they book to the minute they send their final feedback email.
It can be a challenge to make sure your client welcome packet feels MORE like a coffee date, and less like a networking event – OR WORSE – a mind-numbing encyclopedia.
Today’s post marks the start of a special series.
I’m collaborating with my rockstar of a business manager, Jenna Daykin (of in the details, darling!) to give you the Ultimate Guide on how to write a client welcome packet that…
Gets new clients TOTALLY pumped to get started with you.
Helps your process run more smoothly because you get to establish expectations from Day 1.
We thought it would be fun to start this series with the start of the New Year, when we’re all scratching off our UPLEVEL to-do lists we dreamed up in December. Right?
So, today let’s dive into the first two ESSENTIALS of a killer client welcome packet: the welcome and the BOUNDARIES.
And the crowd goes wild! I know, this is gonna be good, and we’re just getting started.
Remember when we talked about the welcome packet feeling more like a coffee date? Here’s your chance to set the stage. In your welcome note + thank you, be sure to include these key pieces:
Solidify a branded greeting. Don’t get too complicated here, okay? How do you actually greet people? Do you say “hey” or “hi?” Do you use the word “friend” or “broski” more frequently? Alright, that one was kinda the joke, but you get the point. Even if your brand has a southern feel, don’t make your signature greeting “hey, darlin’” if you would never be caught saying that in real life. Once you land on a signature greeting, use it for your welcome packet, in your email responses, when you say “hi” on Insta stories, or when you write a note to a past client or industry friend.
What does celebration look like for you? You can paint a better “thank you” picture if you describe your authentic excitement to work with your new client. Are you saying “cheers” with a French 75 in hand (Jenna would be!)? Are you pouring your 5th glass of iced coffee and doin’ a pump-up dance to some Jason Mraz (mmmm, guilty)? It doesn’t have to be centered around a drink or a dance, but giving your clients a visual of what you actually look like when you’re excited helps them to feel that, too. It also reminds them that a literal person is doing a happy dance on the other side of the screen when they say “yes.”
Cast a vision with your thank you. You can start to inspire your bride about their big day or start your new client thinking about their amazing transformation with this simple sentence starter: “Thank you so much for trusting me with… (insert transformation or thing you’re taking off their plate here)”
Next you’re going to start the boundary train early, okay? Now is your chance to establish expectations for key components of your time together. In this section, you might wanna include information about any or all of the following:
Communication: How quickly can they expect to hear from you? Do you prioritize coaching client communication over every other email? What is the best way to communicate with you? Be smart about this decision. Don’t just choose what’s easiest for the client, but consider what will help you keep the most boundaried relationship over the course of your project. When in doubt, start with email.
Office Hours: Establishing office hours – and sticking to them! – is essential in showing your clients you walk your talk. Include your weekly office hours, as well as any travel or out of office dates that fall during their project date.
Now, I get it. We all hope to not work nights and weekends, but sometimes the season demands it. BUT, you should still stick to your client-facing boundaries! To make this happen, Jenna and I both love Boomerang for Gmail. You can reply to emails, and set them to send during your normal business hours. Mission accomplished.
Billing: Can they set up auto-pay? Will every invoice bill on a certain day of the month? Where can they go to pay?
Tools: Jenna uses Dubsado, I use HoneyBook, some business owners invoice exclusively through PayPal or use Trello or Asana to track client projects. No matter what tools you use, if you expect your clients to navigate them at all, I suggest you record a tutorial for that. My favorite tool to use for screenshare tutorials is Loom – and it’s totally free! Just download the plugin for your browser, and you can click the little icon to record from any and every screen… EVER. MAGIC. Like this!
Now, open a google doc and start drafting! Or, grab our resource for Phase 1 of crafting a killer welcome packet, and just answer the questions and use the template to write the copy for these first two sections.
iced-coffee-obsessed, saved-by-grace, allergic-to-small talk, and one of the biggest dreamers you’ll ever meet.
It’s the very first solution of its kind to help you take #alltheideas inside your head and turn them into website copy that connects, converts, and doesn’t sound like literally everyone else’s.
You’ve gotta capture, connect, and convert—FAST. No big deal, right?
SHOP THE PROMPTLATES
INTRODUCING: THE PROMPTLATE SHOP