Hello, and welcome to my second article in a series all about your onboarding process!
Firstly, if you didn’t manage to read my first article, my name is Kate, and I am the managing director of Olivier Consultancy. I’m here to help you, as a virtual assistant to up-skill, level up and showcase your skills as a business support provider to those business owners, right from the get go.
Onboarding procedures are the absolute key to your services, so in this article I am going to talk to you about welcome packs, when you should send one, and when you should absolutely NOT send one.
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What Is a Welcome Pack?
A welcome pack is key information that you pull out from your contract, your contract is a very formal document so you don’t want to brand it up too much and have pictures or anything like that included. Your welcome pack will want to include things such as your working hours – so that they know when they can expect a response from you, or when to expect an invoice from you. Sometimes you’ll find that a business owner who has recently started working with you, will email you at the end of the first month, asking you ‘when do we send the contracts? Is it the end of the month or the beginning of the next month?’.
So, it is those sorts of things that you will want to include in your pack and make it very accessible and easily labelled for them so they can quickly find and pull out what it is that they are looking for.
Don’t Overcomplicate it!
I was recently on Facebook and I had an ad pop up because I was talking about Welcome Packs, and it was someone selling a Canva template and they offered a welcome pack for a service provider and it was 14-pages long. Now, I personally think Welcome Packs are great if they’re done correctly. However, there’s this other line of thought where you are actually making it more difficult… And usually, as a virtual assistant, a business owner is coming to you because they’re too overwhelmed or they’ve got too much admin going on and they need help with all of that – so why give them a 14-page document? They’re probably not going to read it and they’re going to feel even more overwhelmed!
This is what we as VA’s do, we deal with all the systems and piles of paperwork and that’s what we love, but other business owners don’t love that, so I think it’s about finding that balance of work and if you have specific information that you think is relevant to that client, then you should absolutely create a welcome pack for your client.
How and When Should You Send It?
A welcome pack should be sent once the client has signed their contract and has paid the invoice so that you know that you’re definitely onboarding them and they’re ready to start work with you. This is because you might have information in your pack about how to share passwords etc. and the really nitty gritty stuff that you don’t want to be sending if the client hasn’t paid yet and isn’t actually committed to working with you.
Now, the one other time that you can send a sort of welcome pack, and I say ‘sort of’ because it’s more of an ‘introductory welcome pack’ – and this would be sent right at the very beginning, when a client first books that discovery call and they are looking for some information to be able to reference before they speak to you. The kind of information that you could include in that welcome pack is information about your services, just so they have something in front of them when they’re talking to you or they’ve got some introductory information, it’s almost a way to pre-sell yourself to somebody.
Although you should note that I wouldn’t recommend doing both, because we come back to the point of we’re meant to be making their life easier and less administrative. So, just be very mindful of your process when you’re going through this and decide whether or not it is the right time to send it.
What To Include In Your Welcome Packs:
- The services you offer
- When invoices are due
- Your working hours
- Your non- working hours
- Contact details
One last thing I want to share with you, is that if you are interested in this type of onboarding and would like more information about how to do it correctly as a service provider – especially as a virtual assistant – I am running a two-week mini bootcamp, at the beginning of the summer, you can sign up here.
is an Online Business Manager at Olivier Consultancy.
Kate is on a mission to up-skill women in business- from processes to technology- she wants you to achieve a client journey to be proud of and seamless business operations built to scale. As an ex-practice manager of a wealth management company, Kate has spent years creating client management processes that work and can now share them with you!
Find Kate online: @olivierconsultancy