Writing a welcome package for your new clients when they sign up reduces confusion and lets you lead the way and set the tone of the relationship. It’s a simple step that sets up a super level of customer service. If you offer 1:1 services for your clients or customers, this is an effective tool to cut through any questions they have.
I’ve wanted to write a welcome package for my clients for a long time, but I’d always put it off, for one reason or another (probably feeling like it would take too much time to set up). It’s one of the ways I’ve identified this year as stepping up and walking the walk.
I help others with systems that save time and make life easier – so it makes sense that I have a system for this too!
Once I started doing some research, I realised that it wasn’t as complicated as I thought. I had in my mind that it needed to be heavy on the Terms and Conditions. However, I feel that there’s a much more personable way of communicating my boundaries and my expectations – to just explain it my way!
There are no set rules here – you can be as formal or informal as you like.
What is a Welcome Package?
A Welcome Package is sent to your client once they agree to work with you.
You’ve done your marketing, they’ve committed to you and are interested in working with you and learning from you. The aim is to bring them on board and set them up as seamlessly as possible.
This means less of the to and fro (“when are you available” and “can you send me this…” ) and a more systemised process that takes all questions you need answered and information they need about the process, and puts them into document that’s personalised and – to a certain extent – automated.
Personalised AND automated? Is that possible?
I definitely think there is room for both.
I understand that there are concerns about the lack of connection with automation, however, when there is strategy and thought behind it, there is still scope for it to run smoothly.
The content that you put in the emails are personalised – however the emails are triggered and sent automatically – usually once payment and a booking is completed.
You can automate a reminder for yourself to check in and follow up. This can be an internal automation. It doesn’t mean a lack of connection – however it definitely makes it easier for you to track.
It would normally include:
– your contract
– a welcome note from you
– where to from here
Why is a Welcome Package Important?
The purpose of the welcome package is to make them feel valued, put them at ease and set up a great working relationship for the future.
It reduces confusion for them and helps to set the expectations about
– what to expect from you
– what’s the next step
– when you are available, any specific boundaries you have around responding or turnaround time
– the scope of the work you have agreed to
– the commitment that they need to bring to the relationship
– your role
It can also improve the communication that you have with your client.
I’m planning on adding some training for my longer term clients on how to use Asana for mapping out a project, and communicating within it. They would receive a link to some video training, and basic training on the project templates, so that they are familiar with it. It also provides an excellent framework for us to stay on track and up to date relatively efficiently.
What else to you include?
– the signed contract using a program like HelloSign
– a link to a questionnaire to help you kick off your first session
– some favourite resources that are relevant
– a snail mail card
– access to a shared workbook (i.e. in Asana or Evernote)
Your clients will be so in love with you if you set that up – don’t you agree?
Your Next Step
If you want some support to help fast track this process, or help you transition to Dubsado, then can book a free systems audit with me so we can determine where to start, and what you need to get up and running with your workflows and systems.
Aerlie Wildy is a business designer. business coach and mother based in the Adelaide Hills. I specialise in designing and systemising business for growth. You can connect with me on Facebook, join my Chief Executive Entrepreneurs Facebook Group, check out my Youtube Channel or Pin with me on Pinterest.