In a previous post I talked about why I don’t send a welcome packet, you can read about it here. I’ve had some questions on how my process works if no welcome packet goes out so I decided to share more about it. I would love to hear how you provide and what’s included in your welcome packets in the comments.
There is no right or wrong way to do this and this method won’t be a right-fit for everyone. It’s about what works for you and your clients. The best way to figure this out is to know your client base.
I have two segments to my client base and they include:
1) Those who are not as tech savvy and require more of a walk through. They want a hands-on walk through not paper in a folder or an emailed PDF.
2) Those who know exactly what they want and don’t want to wade through a bunch of fluff to get there. They are not interested in a welcome packet and they are the bulk of my client base.
Although I don’t send a separate welcome packet I do make sure all my clients get the information that might be included in a welcome packet. Some people have an extensive welcome packet while others reduce it. Some place the needed information in the contract and the client is asked to initial or sign off on it. There is no wrong way to do it, just a best fit.
I wouldn’t include all of this in a welcome packet but it is a short list of things that may be included:
A welcome gift (sometimes a gift card or a company branded item)
A welcome letter (hand signed if printed is a nice touch)
Your contact information (include phone/text, email and any method you are open to)
Accounting and Invoicing Information
Work Hours and Rush Request (keep any time zone differences in mind)
How you work (include an advisory that you have a team if that’s how you work)
How you measure productivity (time tracking, reaching milestones/getting results etc.)
Security measures and what happens with sensitive client info (passwords, credit cards etc.)
Scope of Services (this could change over time )
Code of Conduct
Refund and Cancellation Policy(severability)
Late Payment Policy
Inventions and Copyrights
Conflict of Interest
Technology and Platforms used
Confidentiality and Non Disclosure
Problems and Mistakes
Non Employee Statement (Independent Contractor or Relationship)
Here’s how I do it:
1. The info is on my website
2. The info is discussed with the lead, prospect or client on the phone or video call
3. Some of the info is included in the contract which the client signs
4. The info is included in the clients Trello board where we work together
It doesn’t matter which project management platform you use the same set-up can work for you. By the way if you haven’t signed up for some Trello awesomeness you’re missing out and can sign up and see the File Cabinet in action on Trello here. The board is free to copy if you’d like.
Every client gets a Trello board and every board gets a list called File Cabinet. Yep. Guess what goes in the File Cabinet? Stuff I want to file, like a welcome packet. It’s filed there and the client has access to download it any time they’d like.
Some other cards that go on the File Cabinet List are:
A personalized video welcome and how to use Trello (I use Chrome+ USELOOM )
A link to Trellos’ own how-to video
My contact info
The clients contact info
Executed W9 (I use my EIN)
Time reports (if applicable)
Minutes from meetings
Analytic or other reports
Anything that needs to be filed gets a card on the File Cabinet list. These are things the client can retrieve simply by downloading it at a time that works for them. And to make it even more awesome the Trello app keeps this information at their fingertips.
Before the client gets the board invite I load any information onto the File Cabinet list that I want them to have immediate access to. When they join, there it is. The personalized video (3-5 minutes) welcomes them, shares housekeeping things and introduces them to Trello.
I also include the official Trello how-to video on its own card making acclimating to Trello even easier than it already is. Because it’s easier we can skip the fuss of learning a new platform and get started on what matters most-their business!
Show this post some comment love and share how you provide welcome packet information to your clients.