The Anatomy Of A Great Client Welcome Packet
I've seen a lot of questions swirling around lately in the Virtual Assistant world about what exactly a Client Welcome Packet is and what should be included so I figured, I'd give you my answer.
When onboarding a new client, I send my Client Welcome Packet immediately after the contract has been signed, invoice has been paid, and the new client questionnaire has been filled out and returned to me.
The goal in my client welcome packet is to further introduce myself, my work process, and my standards to my client. It by no means has to be complicated but here are some sections you might want to consider including in your welcome packet.
Here's where you want to include the basics: who you are, why you started, business' mission statement, contact info (phone, email, website). These are the important parts of your business that your client should have on hand in order to reference as needed.
Policies & Procedures:
To begin this section, think of your most frequently asked client questions. They might include...
What are your business hours?
Do you work on weekends or holidays?
How will I know if I'm low on hours?
How often will you update me on the project?
What's the best method to contact you?
Next in this section should be expectations. These include both what the client expects from you and what you expect from the client. Remember, in service based businesses, it's very much about relationships and in that, setting standards and boundaries will help avoid any confusion or misunderstandings down the road.
When do you get paid?
How do you get paid?
What happens if payment is late?
Clients expectations of you?
Your expectations of the client?
Policy on rush jobs.
Some might ask, "if a client has already hired you for a service, why are you listing your services in your welcome packet?" The answer is simple...upsell! Let's say a client hires me for Pinterest Management, I do a great job and then, while perusing my New Client Welcome Packet, they notice that I also do Online Course Launch Support. #Boom! Hired for a new project!
Additional Content to Consider Adding:
Client Onboarding Video Tutorials: This is a great one to add if you need to teach your client how to use the tools you'll be using to coordinate their projects and communication (example: Trello, Slack, Voxer)
Resources Guide: Why not share with your client some of the resources you use in your business? Maybe they have a need for them in their own business.
Link to your Acuity Calendar: I include a link to my calendar so that clients have an easy way of scheduling any needed calls or meetings with me.
Now that you know that Client Welcome Packets don't need to be as scarey as they sound, comment below and tell me what you plan to include in yours? I'd love to see what you create so feel free to email me and show me your awesomeness!