What to Include in a New Client Packet
The benefits of a new client packet.
I am a huge proponent of new client packets (aka welcome packet). This key document shows you know what you’re doing, it sets client expectations, and it educates. A new client packet prepares clients for working with you and helps them understand your process.
There is a lot to know about designing a home and working with an interior designer - almost too much to say in person. Plus I love that clients can consume the information at their leisure.
Having all important information written down as a resource to clients is invaluable. You and your clients can always refer back to it and it’ll help reduce (if not eliminate) project issues.
I think every designer needs and benefits from a new client packet.
What to include in a new client packet.
Depending on your business and services, what you include in your new client packet may vary from other designers - let your new client packet show off your branding and help attract/sign clients.
Below is a list of possible things to include in a new client packet. These are just ideas, there are no interior design standards and you can adjust these components to fit your business and you should. Find your balance of just the right information.
Welcome - a simple welcome blurb to make clients feel that they’ve made the right choice.
Firm Contact Information - How should the clients contact you? You can also put in office hours or combine with the Bios or Communication Info
Firm Bio - a little information on how the firm helps clients
Designer Bio(s) - a little information on who works at your firm, who will clients be interacting with?
Communication Info - When is your office open? Do you not use text? Do you prefer phone or email? How quickly can clients expect a response? Set some of your boundaries here.
Next Steps - Lead clients through the process of working with you on their project.
Timeline - General timeline/stages for projects. If you frequently have projects that drag on, consider tightening up your timeline and reinforcing it in your new client packet.
Contract - I like to include a contract in my new client packet so clients can read it before we meet in person, this shows that the contract terms remain the same for everyone and gives them time to review the terms on their own time.
Client Questionnaire - I include an in-depth client questionnaire in my new client packet because that is the flow of my onboarding. This is where I gather ALL the information about the client and the project.
What to Expect - this is more of a category. I include a few articles from reputable sources on working with designers and the benefits of working with designers. Articles like this or this. It’s nice to have a third-party source for why designers are valuable. It’s a lot easier than tooting your own horn (which is totally cool too!)
Pertinent Blog Posts - if you blog about the client experience or if you have blog posts for your FAQs you can link to these or include portions in your new client packet. Show clients where they can learn more if they wish - on your website. This is also fantastic for your SEO.
Frequently Asked Questions - Always include the questions you get asked most from clients in your new client packet. This is also a great place to put information that you wish clients asked but maybe don’t know to ask. Things you think they should know.
The “Something Will Go Wrong” Clause - I always prepare clients that problems inevitably arise.
Billing Information - How will clients receive invoices (email, fax, mail) and how often? When are they due? What happens when payments are late?
Client Best Practices - Here is where you can set up your expectations for them. (Yes, you can and should do this.) This may include being on time to meetings, making decisions quickly, having open communication, responding to emails with 48 hours, etc. Reiterate this is to help their project go smoothly, on time and on budget (aka for their own damn good!)
Project Resouces Access - if you have a shared google drive or use the client portal in Studio Designer you may want to share access information within the new client packet.
Budget Worksheets - I created budget worksheets for those clients whose budget seems unrealistic or if they resist providing a number. It’s a place to get started and shows them room breakdowns and how quickly prices add up. It allows you to see what pricing tier they mostly fall in and where they want to put their money.
Use Your CEO Mind for Your New Client Packet.
Now, I don’t want you to be overwhelmed by the list above, especially if it stops you from starting a basic new client packet. Like many documents in your business, this is a living document. You should be evaluating if it’s working best for you and always be updating and refining as you complete projects.
It is important to consider your business and your clients when creating your new client packet. Here are questions you may want to consider when you are designing yours:
Who are your clients?
How do your clients want to consume the information?
What do your new clients need to know about embarking on a design project?
What do they need to know about working with you/your firm?
How can you best set their expectations on working with you?
How can you get ahead of the usual problems and issues you face by using a new client packet?
Now it’s your turn! Share in the comments if you have a new client packet and how it’s working for you.
About The Author
Hi! I’m Capella and I’m an interior designer who helps fellow designers build their businesses. Forget secrecy and competition, I believe designers should support and uplift each other. By helping and boosting one another, we can elevate the business of interior design together! Hang around a bit and I’ll share all the business “secrets” no one else wants to talk about.
