Client Welcome Guides: What to include in yours
A well-crafted welcome guide is one of the most valuable assets you can create for your business. Whether you run a service-based business, an online store, or a membership program, a welcome guide sets the stage for a smooth and enjoyable client experience. It not only helps onboard your clients effortlessly but also enhances your brand’s professionalism and credibility.
But what makes a welcome guide truly effective? It’s more than just a set of instructions or a generic thank-you note. A well-crafted guide goes beyond the basics to create a tailored, impactful experience. Here’s what you should consider including in your own:
A warm welcome message
Start with a heartfelt introduction. A genuine, personal welcome message from you or your team helps establish trust and a connection from the get-go. This is where your brand’s personality can shine. Let your new customer know how excited you are to have them on board and show them that their decision to choose your business is valued.
Things to consider: What values or mission define your brand? How can you incorporate them into your welcome message?
Example:
Hello [Client’s Name],
We’re thrilled to have you on board! At [Your Business Name], we believe in [core mission or values], and we can’t wait to embark on this journey with you.
This welcome guide is designed to help you get started quickly and seamlessly. Inside, you’ll find everything you need to know about working with us, including what to expect, key resources and how to get the most out of your experience.
Project or Package Details
If your welcome guide is for service-based clients, outline exactly what they can expect. This can be taken directly from your contract or scope of work.
What are the key deliverables your client should know about?
How can you present them in a clear and organised way?
If this is a standard package where the inclusions do not change, you can avoid customising this template for each client to save time.
If you’re selling a product or membership, provide a breakdown of what’s included.
Example:
Here’s what your package includes:
✔ Service 1 – [Brief description]
✔ Service 2 – [Brief description]
✔ Expected Timeline – [Delivery dates or schedule]
Clear expectations
Clarity is key. Set expectations for what’s to come. This could include delivery timelines, service steps, or what the customer can expect in terms of communication. Outline any important processes or next steps so customers feel informed and at ease.
What common questions or concerns do clients have during onboarding?
How can you proactively address them?
Example:
We will send you [next steps] by [specific date].
Communication happens primarily via [email/project management tool].
Expect updates every [typical response time] / We respond to clients within 24 - 48 hours
Key contact information
Make sure your new client knows how to reach you if they have questions or need assistance. Include customer support details, direct contacts or a live chat link if applicable. Let them know they can reach out and that you’re there to help every step of the way.
Also to include:
your office hours (eg M - F 8:00am - 4:00pm)
what timezone you are typically based in
Example:
Need help? Here’s how to reach us.
We’re here to make your experience smooth and stress-free. If you have any questions, here’s how you can get in touch:
Email: [Your Email]
Phone: [Your Contact Number]
Live Chat / WhatsApp / Slack: [Insert Link]
Help Center: [Insert Link]
Our support hours are [insert support availability].
FAQs or Brand Resources
Pointing your customer to your most helpful resources is a great way to enhance their experience. Consider including links to your most popular blog posts, tutorial videos, or product guides that may answer common questions. If you’ve developed a robust FAQ page, include that as well — this will save your customers time and can reduce the volume of support inquiries you receive.
Consider what resources would be most helpful for new clients.
Do you have an FAQ section to address common concerns?
Example:
Check out these helpful resources:
[Guide to Getting Started]
[Top FAQs]
[Tutorial Videos]
A call to action
What is the most important next step for your client?
How can you make it easy for them to take action?
Whether it’s completing their profile, making their first purchase, booking a consultation, or connecting on social media, guide them toward their next step with a clear call to action. Make sure it aligns with your customer’s immediate needs.
Example:
Book your onboarding call now: [Insert call scheduler link]
Complete your client intake form: [Insert form link]
A personal touch
To truly stand out, What small gesture can you include to make your clients feel valued?
This could be something simple, like a handwritten thank-you note or a custom-designed thank-you card that aligns with your brand’s aesthetic. Something personalised will make your customers feel appreciated and will go a long way in creating loyalty.
Example:
As a special welcome gift, we’re giving you [link to bonus resource or exclusive content].
Enjoy!
Your welcome guide should never feel like an afterthought. It’s an essential tool in building lasting relationships with your customers. The goal is to make the new customer feel seen, valued, and excited about their journey with your brand. A well-crafted welcome guide sets the stage for a positive, long-term relationship and will reflect your professionalism and attention to detail. So take the time to design one that’s just as exceptional as your business!
Skip the guesswork and create a polished, professional welcome guide in minutes.
Grab our done-for-you Welcome Guide Template and start onboarding your clients with ease. Designed for high-end businesses, it’s sleek, strategic and ready to customise to fit your business needs.
