As a web designer, you work hard to impress potential clients and convince them you are the right person for the job. However, once they sign the contract, the process of creating a long-lasting impression doesn’t stop. Providing an excellent customer experience and making sure the end result meets expectations is a natural part of the process — and it all begins with a welcome package.
The term welcome package is nothing new. In fact, you have probably received one yourself at some point. If you’ve been wondering how to create a welcome package for your web design clients, you’ve come to the right place. In this post, we’ll discuss the benefits of a welcome package and share ideas for what to include in it so you can create one for yourself and continue to impress your clients.
What is a welcome package?
A welcome package is simply a set of files that welcomes your new client. Aside from a welcome letter, it should include any information that is necessary for the project to finish successfully.
In essence, the welcome package serves as a roadmap that guides your client through the process of working with you, helps them stay on track with their tasks, and it can even answer questions they might not know they have.
Aside from making your client feel welcome, there are several other benefits to consider:
- It reiterates your policies — This can help your clients understand what to expect about how their project develops, and it can establish appropriate boundaries such as clients not expecting email replies in the middle of the night.
- It prepares them for doing their part — If you outline what they need to deliver for the project (such as images, copy or a logo) and include when each file is due, they are more likely to deliver the files on time. This can prevent the project from going past the agreed upon deadline.
- It positions you as a professional — A welcome package further establishes your brand and shows the client your process is well-defined. This affirms their belief in the fact you know what you’re doing. It also shows them that you care about their needs and will make sure their expectations are met.
- It sets the foundation for asking for referrals and testimonials — As a web designer, word of mouth is one of the primary methods of getting new clients. Use the welcome package as an opportunity to explain how valuable referrals are for your business and show them how they can refer new clients to you if they are happy with the work you’ve done.
- It eliminates confusion on what happens next — If you take the time to outline the design process, clients will know what happens at each stage rather than constantly emailing you about it.
Now that we’ve covered the benefits of a welcome package, let’s discuss what you should include in it and how to deliver it.
What to include in your welcome package
It’s recommended that you create a template for your package and personalize it each time with the name of the client or their business. You can create it using Illustrator or InDesign, but you can also use a simpler program like Microsoft Word or Google Docs.
But the most important thing is a message or a welcome letter that thanks clients for doing business with you and shares your brand’s values or a mission statement. Including this prevents buyer’s remorse and reinforces their decision to work with you.
Here are a few other things your package could include:
- A copy of your terms of service or any applicable policies such as payments, cancellations and refunds.
- A copy of the signed contract.
- Reminder about the scope of project.
- Your contact information and office hours so your clients know the best time to reach you.
- Explanation of how the project will develop, major milestones and deadlines, and work processes.
- Client expectations, such as what files they need to deliver to you, and by when, and how they are supposed to provide feedback.
- Any other information that you might need from your client or that you think they would benefit from: FAQ, an invitation to your project or client management software, a brief tutorial that explains how to use it, links to your contact form, and so forth.
If you know your client well, you could also include a more personalized gift, such as an Amazon gift card.
Keep in mind that there is no right or wrong way to create your welcome package. The contents will largely depend on the type of client you work with and your particular set of services. Use the ideas above as a starting point, but be sure not to overwhelm your clients with too much information.
Delivering your welcome package
When it comes to delivering your welcome package, the easiest way is to email a zip folder containing all the information. You can also create a password-protected page on your website and upload the file there, or use a cloud storage service like Dropbox or Google Drive.
If you work with local clients exclusively, you can even have all the documents printed and sent via priority mail for a more personal touch.
Wow your clients
A welcome package helps you maintain the positive image your clients have of you and sets your project up for success. Use the tips in this article to help you create one for your business and impress your clients.
Also published on Medium.