Are you a creative service provider who works with amazing people? But now you’re looking for ways to up-level your client experience. Plus, help clients to understand better how you work.
A welcome guide for new clients is an awesome way to help you set the tone for how you and your client can work together.
This informative guide can be a PDF you send over, a page on your website that you direct people to, and/or even can be housed in your project management system. My favorite place is to keep this information inside of our project space so they can easily reference it when needed.
Remember, your client has not worked with you before. They have no idea what to expect, and this is your opportunity to give them a fabulous experience!
What Is a Welcome Guide?
It’s a snazzy document or digital space that shares important details about your process and how you plan to work together based on the services you offer.
For example, if you offer a signature service. Your welcome guide could include information about your process, client expectations, and more.
While we’d love for more people to read our service pages, the reality is that sometimes people don’t and end up showing up on calls asking you questions you address on your site.
The Benefits Of A Welcome Guide
The benefits of a welcome guide are that it gives your clients a point of reference for important information, sets the expectations of how you’ll work together, and helps clients feel at ease knowing what is next in the process.
If you have of signature service, you can give more details about what you want your ideal client to know before working with you. But if you have multiple offers, you can just provide general information that applies to all your services.
Here Are Some Things to Include In Your Welcome Guide
This information will ensure you are communicating your business’s best practices to help your clients get the results you want them to achieve.
Introduction
An introduction is a great way to say a little bit about your business and include some information about what they can expect by reading your welcome guide.
How You Communicate
Clients want to know how to reach you for questions. In your welcome guide, you can include information about how to get in touch.
You can also include what type of communication method works best for you. If you prefer email communication, then make sure that is stated.
Your Availability
Do you have office hours? A welcome guide is a great place to include this information, as well as list any holidays or vacations that are coming up in your business. This will give your clients a heads-up on your availability and keep the lines of trust open so they can know when to expect a response.
FAQ’s
Address frequently asked questions. Do you have questions that are commonly asked by clients that work with you? Reassure your clients by addressing the questions ahead of time. If you can answer questions before your client asks, it will help position your business as an expert. You’ll also put their minds at ease, plus it reduces unnecessary emails.
Required content
If you are a designer, your welcome guide would be a great point of reference to let clients know what is needed from them. Make sure you clearly state what you need to move forward. Discuss specific types of content, recommended formats, files, etc., that will be needed to complete their project.
Tell them the next steps!
After your client finishes reading through your welcome guide, explain the next steps. Do you need them to sign into their project management system? Send you an email regarding questions. Whatever the next step is in your process, be sure to tell your client.
Ways to Create A Welcome Guide
As a creative, there are plenty of ways you can create your welcome guide. You could make a PDF with Indesign, pages, Google doc, etc.
Or you could choose to use a page on your website that is easier for you to maintain. Just ensure it’s hidden; you can send your clients the link when you’re ready.
My preferred method is to share this information inside our project management system. Personally, I use ClickUp, and I have sections that my clients can easily refer to when needed.
Regardless of how you choose to share your welcome guide. Having one will show your clients that you are organized and that you have a process for how you’ll help them reach their desired results.
Are you using a Welcome Guide? If so, how are you sharing it with your clients?
