Using a Client Welcome Packet to Get Off on the Right Foot

You just landed a new client. You have the signed contract in-hand, and work is about to commence. As you get started, you send the client a client welcome packet, and your new relationship is set for long-term success.

Wait … you don’t have a client welcome packet? You might want to create one! In this post, I’m going to explain what a client welcome packet is, why you might want one, and what you should include in it.

What is a Client Welcome Packet?

A client welcome packet is exactly that — a set of files that welcomes a client to your company and provides all of the information he or she needs to work with you effectively. It’s like a roadmap that leads the client through your services, your policies, and your work processes.

Why Bother?

Every new relationship has a learning curve. While you can certainly navigate through challenges as they arise, a client welcome packet helps to smooth the path by acting as a client’s go-to resource for questions he or she may have. It doesn’t eliminate questions or challenges, or attempt to remove direct contact with the client, but it gives the client vital information about your company in one place.

Some of the other ways both you and your clients can benefit from a welcome packet include:

You present a professional image.
Your packet reiterates your policies and procedures.
It shows the client that you care about meeting his/her needs.
It puts all of your clients at the same starting point.
The information included can act as a reminder to you about what you should be doing and when.

What’s In a Client Welcome Packet?

Your client welcome packet can include anything specific to your company or services that is valuable for your clients to know. Here are some ideas to get you thinking about what your welcome packet could include:

Thank you/welcome letter
Signed copy of the contract
Frequently asked questions
Payment policies
Credit card authorization form
Completed W-9 form
Company policies
A calendar of your days off
Contact information sheet (yours)
Contact information sheet (for the client to complete)
Your most recent company newsletter
Project questionnaire
Next steps

You don’t want to overload the client with information, so be selective and include only the information you consider most important.

Your welcome packet can be shared as a ZIP file with all of the relevant PDFs included, or provided online in a clients-only area. You can also send a hard copy of the client welcome packet and include additional printed materials such as business cards and brochures.

Do you use a client welcome packet? What information does yours include?

Image credit: Darknez

Frequently Asked Questions about Client Welcome Packets

What should be included in a client welcome packet?

A client welcome packet should include a welcome letter, a brief introduction about your company, your services, and your team. It should also include your contact information, your working hours, and your preferred method of communication. You can also include a list of frequently asked questions, a copy of the contract, and any other relevant information that the client might need.

How can I make my client welcome packet more engaging?

To make your client welcome packet more engaging, you can use visuals such as images, infographics, and videos. You can also use a friendly and conversational tone to make the information more accessible. Including testimonials from previous clients can also help to build trust and credibility.

Can I customize my client welcome packet for each client?

Yes, you can and should customize your client welcome packet for each client. This shows that you value their business and are willing to go the extra mile to meet their specific needs. You can customize the welcome letter, the list of services, and even the FAQs based on the client’s industry and requirements.

How can I deliver my client welcome packet?

You can deliver your client welcome packet in a variety of ways. You can send it via email, mail it as a physical package, or even hand it over in person during your first meeting. You can also create a digital version of the packet and share it via a link or a downloadable file.

How often should I update my client welcome packet?

You should update your client welcome packet whenever there are significant changes in your company, services, or policies. This ensures that your clients always have the most accurate and up-to-date information.

Can I include promotional materials in my client welcome packet?

Yes, you can include promotional materials in your client welcome packet. This can be a great way to introduce your clients to other services or products that they might be interested in. However, make sure that these materials are relevant and beneficial to the client.

What should I avoid in my client welcome packet?

Avoid including too much information that can overwhelm the client. Also, avoid using jargon or technical terms that the client might not understand. Make sure that the information is clear, concise, and easy to understand.

How can I get feedback on my client welcome packet?

You can ask your clients for feedback directly. You can include a feedback form in the packet or send a follow-up email asking for their thoughts and suggestions. This can help you to improve your packet and make it more effective.

Can I use a template for my client welcome packet?

Yes, you can use a template for your client welcome packet. There are many templates available online that you can customize to fit your needs. However, make sure to personalize the packet to reflect your brand and values.

How can a client welcome packet benefit my business?

A client welcome packet can help to set clear expectations, build trust, and establish a positive relationship with your clients from the start. It can also save you time by answering common questions and providing important information upfront.