Client welcome packet template
The welcome packet is the first thing a client gets after they sign - and it sets the tone for everything after. It answers 'what happens now?', who to talk to, and how you'll work together, so the relationship starts confident, not anxious. Send it alongside your onboarding checklist. Copy it below, or deliver it in a branded onboarding flow.
0/2 filled - the rest of the [prompts] you finish in your copy.
WELCOME TO [Agency name] [Client name] - we're thrilled to be working with you. Here's everything you need to start with confidence. 1. WHAT HAPPENS NEXT - This week: [e.g. we collect your assets + access and book the kickoff] - Then: [kickoff call -> first deliverable by [date]] - You'll always know what's happening and what's next. 2. WHO YOU'LL WORK WITH - [Name] - [role] - your day-to-day contact ([email]) - [Name] - [role] - For anything urgent: [how to reach us] 3. HOW WE WORK TOGETHER - Where we talk: [Slack / email / your portal] - Cadence: [e.g. a weekly check-in, Thursdays] - Updates: [a weekly status, or your live status page] - Turnaround: we reply within [1 business day]; we ask for your feedback within [3]. 4. WHAT WE NEED FROM YOU - [Brand assets, logins, and the intake questionnaire - via the secure link we sent] - One named approver who can sign off work: [name] 5. TOOLS & ACCESS - [The portal and links you'll use, and how to log in] 6. A FEW FAQs - How do changes work? [a quick change order keeps scope + budget clear] - When will I be invoiced? [e.g. deposit now, balance on delivery] - Got a question? [just message your contact - that's what we're here for] Welcome aboard - let's build something great. [Agency name]
pick a version, copy it, or download as .docx or .pdf — then make it yours.
How to fill it in
Lead with warmth and clarity
A welcome packet does two jobs: make them feel good about signing, and answer 'what now?' before they have to ask.
Name names
Put names (and faces) to the team and the one day-to-day contact - it turns 'the agency' into people.
Set the cadence up front
Telling them when and how you'll communicate prevents the anxious 'any update?' emails.
Tell them what you need
List exactly what you need from them, with the link - the packet doubles as a gentle nudge.
Pre-empt the FAQs
Answer how changes, invoicing and questions work now, so the first surprise never feels like a problem.
A filled-in welcome packet
A realistic, filled-in version - so you can see what good looks like before you start.
WELCOME TO Northwind Studio Acme Roasters - we're thrilled to be working with you. Here's everything you need to start with confidence. 1. WHAT HAPPENS NEXT - This week: we collect your brand assets + access and book the kickoff. - Then: kickoff call (Tue) -> first concepts by 28 Mar. 2. WHO YOU'LL WORK WITH - Maya Rourke - account lead - your day-to-day contact (maya@northwind.studio) - Theo - design lead 3. HOW WE WORK TOGETHER - Where we talk: Slack Connect - Cadence: a weekly check-in, Thursdays - Updates: a live status page you can check anytime - Turnaround: we reply within 1 business day; feedback within 3. 4. WHAT WE NEED FROM YOU - Brand assets + logins via the secure link we sent. - Your approver: Dana Park (CMO). [Sections 5-6: tools & access, and a few FAQs.] Welcome aboard - let's build something great. Northwind Studio
Common mistakes
- A cold, formal welcome that undoes the goodwill of signing.
- Not naming a single point of contact, so the client doesn't know who to ask.
- Leaving the communication cadence unsaid, then fielding 'any update?' emails.
- Forgetting to list what you need from them, so onboarding stalls on day one.
- Skipping the FAQs (changes, invoicing), so the first surprise feels like a problem.
Make a first impression that looks like you
A welcome PDF is a nice gesture; a branded space they log into is an experience. Forge turns the welcome packet into a branded client portal - what's next, who's who, and what you need from them, all live and on your domain from day one.
Frequently asked questions
What is a client welcome packet?
A short document an agency sends right after a client signs - a warm welcome plus what happens next, who to contact, how you'll work together, and what you need from them.
What should a welcome packet include?
A welcome note, the next steps and timeline, key contacts, how you'll communicate, what you need from the client, tools and access, and a few FAQs.
Why send a welcome packet?
It sets expectations and tone the moment momentum is highest, reducing early anxiety and the 'what's happening?' emails that erode trust.