First impressions are vital for establishing good working relationships with bookkeeping clients, and a welcome packet can help you make a good one. A welcome packet combines all the essential information your client needs to begin working with — along with answering any questions they might have as they embark on their journey with your firm. So what should you include in your welcome packet to ensure your client has everything they need to get started?
The Welcome
Though it may seem obvious, it’s important to craft a nice introductory message to include in your welcome packet. Remind them of your firm’s mission and give a brief introduction to the team members they will be working with. You can also personalize this message. Make your client feel extra special by mentioning details specific to your engagement.
The Rules
While the rules of your engagement will be outlined in your actual engagement later, it can be helpful to include some basic policy information that might be especially useful to them, such as confidentiality agreements or late payment fees.
Essential Passwords and Tech Info
To get started working with your firm, there’s some obvious practical information your new client will need as well. The welcome packet can be used to help your client get set up with all the apps and tools they’ll need to work with you. Include login details and an overview of any tools they’ll need to use regularly.
Timeline
Like your company policies, the timeline and scope of your work should be outlined in your engagement letter. But the welcome packet gives you a chance to reiterate this information in a more concise way. Think of the timeline included in your welcome packet as a cheat sheet, something that is easy to glance at when your clients need reminders about their projects.
Contact Information
One of the most important things a new client needs to know is how and when to contact you. Your welcome packet should include necessary communication information. That includes general contact information, response times, and communication preferences.
Answers to Common Questions
There are probably certain questions that you get asked over and over again by new clients, such as basic information like how to use certain apps or tools or where to find updates about ongoing projects. You can include a FAQ section in your welcome packet to help your client find the answers they need without having to ask you directly.
With all this information, your bookkeeping client welcome packet should be useful to new clients and help alleviate some of the burden from you and your staff. When your client has all the information up front, that eliminates confusion and unnecessary back and forths later on. Remember, the formatting of your welcome packet is also important. Make sure that the packet itself is properly branded and easy to use. The goal is to reduce confusion, not add to it!
Need some more help with initiating new clients? Check out our other blog here!
