When I officially started offering my services to clients in January 2018, I knew I needed to find a way to refine my entire process and manage my future client’s expectations.
With a baby on the way and plenty of bad experiences in the past working with people who did not respect my time, it was clear to me that running my own business would not work unless I established a rock solid process and boundaries.
And I needed this business thing to work!
Determined not to repeat past mistakes, and firmly committed to growing a business that brings me joy, I decided to find a way to make it all come together. I went on the hunt for something simple, effective, affordable, and if I could do it myself then that would be an even bigger bonus! This is when I stumbled upon client welcome packets.
Since I already knew exactly what I wanted from my business, what I wanted my days to look like, who I wanted to work with and what my process involved, it was easy for me to whip up a document to share with potential clients. All that was left was the design part, which we’ll get to in a later post.
I thoroughly enjoyed creating my welcome packets; and now that I’ve worked with my fair share of happy clients, I feel I can share some pointers with you.
In this two-part blog post, I want to focus on the 6 things you NEED to highlight in your welcome packet for a smooth client care experience:
1. What to expect
In this section, you will let your client know what they can expect from you during the course of the project. It is important that you are clear about what they’ll be receiving from you once the project comes to an end.
Example from my 10 custom graphics document:
The package you purchased entitles you to 10 custom designed graphics, in either Canva/Illustrator/Photoshop format, of your choice made just for you using your logo, branding, and colours. These graphics will be ready for you to populate with your own content as needed.
The graphic include: 2 x Instagram Post, 2 x Instagram Stories Post, 2 x Facebook Post, 2 x Pinterest Post, 2 x Blog Graphic or any other graphic of your choice.
2. Timeframe of the project
If you offer your services as packages the way I do, then you’ll have an idea of how long a project will go on for. If you offer custom services, this section may change depending on your client’s needs and how long it takes for you to complete the work.
Either way, it is extremely important to highlight the timeframe in your client welcome packet so that both parties know how long it will take.
Example from my 10 custom graphics document:
In order to give you the undivided attention you deserve, I require at least 48 hours of lead time before the project begins, to make sure I have room in my schedule.
Once the project is officially started, it will take 7-10 business days for all the graphics to be completed and delivered to you via a Google Drive Folder.
If my schedule is open, I will make it my priority to have it completed sooner.
3. The project process
I think this is the most important section of this document. It took me a while to refine my process and work out some of the kinks ensuring a smoother experience, but once I did it was SO worth it!
The way to work out the process for your client welcome packet is simple: using a good old pen and paper, write out your entire project process point for point, being careful not to leave out anything no matter how small it may seem.
Depending on when the document will be handed to your client, you may choose that certain parts of the process be included.
Since my client will receive this document AFTER purchasing a service package, I felt adding the payment process would be redundant. You may feel otherwise – so you will need to add that step in.
Once you’ve roughly written it all down, go through each section and ask yourself if there is any way you can improve on the current way you handle things.
When you’ve reached a stage where you are happy with the process, you are going to simplify it, maintaining the clarity so as not to confuse or mislead anyone reading your document.
Example from my 10 custom graphics document:
In order for me to create share-worthy graphics for your online space, I will need to have a clear understanding of what your business/blog is about. This will be done with a Client Brief Questionnaire that you are required to fill out and submit to me before the project begins.
Once I receive the completed Client Brief Questionnaire, I will require at least two days of lead time before starting the actual process of creating the graphics you need.
As soon as I begin the project, you will receive an email from me with a link to a Google Drive folder where you’ll need to add the following files:
+ Your brand moodboard indicating your brand colours.
+ Your brand logo/s
+ The type of graphic you’ll need for each. Example, a Facebook template to promote your latest lead magnet.
+ An example of a graphic style you like.
Do you struggle to set boundaries in your business?
In my experience, working with clients in my own business, I’ve found that establishing clear conditions and boundaries right from the start sets the tone for your entire time working together.
My goal with each new client is to create a positive experience that will lead to a lasting professional connection, from my side as well as theirs. The way to achieve this is through mutual respect and understanding.
You cannot expect people to know the dos and don’ts of working with you – you need to be clear about it through every step of the way.
A welcome packet is a fantastic way to do this; and if you don’t have one ready in your service based business then you are setting yourself up for impending migraines, stress, and unease.