How to Create a New Client Onboarding Kit

Thinking of ways to impress new leads and clients from inquiry to client onboarding (and offboarding)? 🤔⁣

In this post, you’ll learn how to create your new client onboarding kit with these three things: Intro Packet, Welcome Packet, and Goodbye Packet. ⁣

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How to create a client onboarding kit for new leads and clients. Improve your client experience and impress clients by adding an Intro, Welcome, and Goodbye Packets to your client management system.

Intro Packet

What do you do when new leads reach out? How can you stand out and make a good first impression?⁣

You send them an Intro Packet (aka Services & Pricing Guide or Getting Started Guide).⁣

What is it? ⁣
This packet lets ideal buyers know more about you, how you work, and what to expect before, during, and after working together. ⁣

Sending an Intro Packet also helps you skip the back + forth emails by bundling up the most important info they need to know about you + your services.⁣

When to send it?⁣
If they’re a good fit, you would send it after they fill out the lead capture form.⁣

How to create it?⁣

  • Create a simple Google Doc or Slides and download it as a PDF. ⁣
  • Create one from scratch in Canva or find a template from Creative Market or Etsy.⁣
  • Create a new page on your website where you can easily keep it up-to-date and on-brand.⁣
  • Create a form in Dubsado or brochure in HoneyBook and use this checklist as an outline or guide.⁣

Related: How to Setup Your Dubsado Account, Beginner’s Guide to HoneyBook

What to include in your Intro Packet?

  • Note – Welcome and thank you note for showing interest and reaching out.
  • Intro – quick background about you, your biz, services, and who you work with, how you solve their problems (What’s your USP?)
  • Info – What this packet or guide is all about
  • Communicate – When you’re available and how you communicate – office hours, email response time, and your next opening
  • Price list – service offerings, what’s included (always remember: benefits > features), optional add-ons
  • Process – how to get started, how you take them from point A to Z (only the steps they’re involved in), what they get and when, what you need from them and when
  • Portfolio – here’s where you show off best work, share case studies related to this project, and testimonials
  • Payment info – payment options, payment plans, cancelation fees, late fees, and rush fees
  • FAQ – answer common questions from prospects or clients – what’s not included, how you stay in touch, specific tools used
  • Call-to-action – on the last page or section, tell them the next steps to get started – book a call or send an email (How to handle discovery calls?)
How to create a client onboarding kit for new leads and clients. Improve your client experience and impress clients by adding an Intro, Welcome, and Goodbye Packets to your client management system.

Welcome Packet

Congrats on booking your new client. What can you send them after they book a project?⁣⁣
⁣⁣
Send a Welcome Packet to bring your new client onboard and let them know the 5Ws and how to get things done so there are no surprises. ⁣⁣
⁣⁣
⁣⁣Why create one? ⁣⁣
Think of this as a personalized Intro Packet with all the important details they need to know: The project start and end date, who’s working on this project (team or VA), how to get started (kickoff call or questionnaire), how to contact you, and what you need from them. ⁣⁣

When to send it?⁣⁣
Attach the Welcome Packet to your welcome email after the agreement is signed and the deposit is paid. ⁣⁣

How to create it?⁣⁣⁣
Creating one is just like creating an Intro Packet⁣⁣

  • Use Google Doc or Slides and download it as a PDF. Then attach to your email.⁣⁣⁣
  • Use Canva or find a template from Creative Market or Etsy.⁣ (Or grab the Essential CX Toolbox below)⁣⁣
  • Create a new page on your website.⁣⁣⁣
  • Create a form or brochure in Dubsado or HoneyBook.⁣⁣⁣

What to include?

  • Intro – thank you and a welcome note
  • Overview – about the project, outline package + what’s included, launch info
  • Communication – how you communicate + when – email, call, office hours, how to schedule calls, contact info for you and your team
  • Process – outline process, breakdown by phase or milestone (what’s due + when), end result/goal for each phase
  • Get started – checklist /guide – request account login (use a password manager), links to the shared folder, client portal, project management tool – Trello, Asana
  • How-tos/tuts – how to give feedback, how to use: [certain tool you’re using]
  • FAQ – info about making payments, due dates, cancellation fees, what happens if no contact/no-show
  • Next steps – client’s homework – book kickoff call or fill out the questionnaire

Tired of being stuck on how to set up Dubsado or HoneyBook?

Want to know the right things to say to new leads and clients?

Ready to focus on connecting with your audience knowing everything is running smoothly in the backend?

Get instant access to done-for-you templates to help you improve your client experience!

Goodbye Packet

So, after the project is complete and you’re ready to send your client the finished product, how do you officially end this on a high note?⁣

By sending them a Goodbye Packet (aka Thank You Packet, Exit Packet, or Launch Guide). ⁣
⁣⁣
Why create one? ⁣⁣
You want to gather the deliverables, tips/tutorials, and other resources they’ll need and bundle it all up in one packet so there’s less back and forth. ⁣

This is also a perfect time to ask for feedback about your work together, get a testimonial to share on your website and social media, and bring up any other products and services you may have. ⁣
⁣⁣
When to send it?⁣⁣
After they approve your work and pay the last invoice, you can send it through email. In this email, you’ll let them know what’s inside the packet, link them to the feedback form, and send them a thank you gift (optional). ⁣
⁣⁣
How to create it?⁣⁣⁣
You can use the same tools: Canva, Google Slides or Docs⁣, your website, the forms or brochure in Dubsado or HoneyBook.

What to include?

  • Intro – thank you note, congrats to the client, big them up for being a great client, purpose of this guide
  • Details – list all of the important info and everything you’ve created – link to the shared folder, share account logins (use a password manager)
  • Tips – tutorials/guides (record videos and upload to YouTube), troubleshooting, if post support is part of the package, let them know how to reach out
  • Resources – recommended articles and books related to growing their business, tools to use (your affiliate links or resources page), refer other service providers for outside work (if they need a VA, logo, or coaching)
  • Survey – get feedback on your service and process, testimonials (Testimonial template)
  • Additional services – remind them about your other offerings – ongoing support, retainer services, consulting, subscription library
  • Referral program – intro to your program – tell them to tell a friend about your business (How to start a referral program)
  • Close – thank you note, their next steps – remind them about leaving a testimonial and feedback, links to follow you on social media, subscribe to your YT channel or email list.

Tips + Resources

  • Use Loom or Bonjoro to record quick videos and tutorials.
  • Make sure you stay in touch with weekly updates and reminders of what’s due and what you’re working on next.
  • Set up Zapier to auto-create templates and project boards in Asana or Trello.
  • For more resources to simplify your operations, check out the resources page.
  • Want to grab your client onboarding checklist? Check out the free resources library here.

TL;DR: New Client Onboarding Kit

  1. Send an Intro Packet to let ideal buyers know more about you, how you work, and what to expect before/during/after working together.
  2. Send a Welcome Packet to bring your new client on board and let them know the 5Ws and how to get things done so there are no surprises. ⁣⁣
  3. Send a Goodbye Packet after the project is complete and you’re ready to send your client the finished product. Plus, get feedback and a testimonial so you know what to improve for future clients.

What’s next?

If you want to DIY your kit with ready to use templates and email scripts, grab the Essential CX Toolbox.

If you want to skip the DIY and have a specialist handle the tech side of things, learn more about Asana Consulting or get your systems set up in a day with VIP Tech Day.


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About

Atlanta-based Digital PM & Tech Implementation Consultant. Loves long walks at record stores + helping service providers simplify operations and launch online projects without tech stress. Liked this post? Join the Brief Gems email list to get more content like this, plus instant access to the free resource library.

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