Pre-meeting email, send below items:

Welcome cover letter

Send a welcome email and a cover letter. Process St has created a sample letter below. It's relevant to consultancies, but it gives you a good idea of what you could include in your letter:

Welcome package

Send the client a welcome package (digital) or prepare welcome package for your initial meeting.

There is no "one-size fits all" for your welcome kit, but you can use this checklist as a jumping off point:

  • A letter of introduction, written on your company letterhead
  • Link to your business' promotional video (if you have one)
  • Design brief template
  • Photocopies of media articles about your business/work/award wins
  • Testimonials, case studies
  • Several business cards - One for your client, a few to pass out
  • A brochure, flyer or leave-behind piece
  • Basic business forms including the contract
  • A client questionnaire or "quick start" form if you'd like to gain additional information about your client prior to starting.

Introduction letter tips

Start by expressing appreciation for their business. Provide a brief overview of your business, services, and how you work. This helps solidify to them that they made the right choice by hiring you. If they had any buyer’s remorse after signing up with you, this will help calm that emotion.

From there, consider highlighting anything in the kit you’d like them to pay special attention to. For example, you may want them to understand who to contact on your team for certain things, best times to reach you, common turn-around times, a rough timeline for the project and so on. 

Initial meeting agenda

This should briefly outline the agenda of the initial meeting.


FAQS could include answers for the questions you commonly get asked such as "How long will it take?", "When do we need to pay, and how much?", "Do you choose the builder or do we?" and so on. Answering these questions up front should save you time during the meeting and in later conversations.

Send new client questionnaire

You might want to construct a survey so that you can learn more about your client's expectations and streamline processes. You can do this via email or using a tool like Wufoo or Survey Monkey.

The questions you ask will depend on your company but these might suit a design practice.

Sample questionnaire for a design practice:

  • Who would you like to be the main point of contact?
  • When are the best times to contact you?
  • How do you prefer to be contacted?
  • Do you have a pinterest/Instagram etc where you have collected images you'd like to share with us?
  • Would you like to use pinterest/Instagram etc while working with us?
  • Do you use a project management/status software - would you like to?
  • Would you like this project to be considered for professional photography for possible entry into awards or submission to media for publication?

Directions to office and a map with parking information

Send them the full address with a link to Google Maps and any additional information they may need such as parking or public transport access.

Contract for review and signing

You might wish to attach a sample contact so they can read and review it before the meeting. This will help them sign the contract quickly when the time comes and allow them to prepare any questions.

Immediate Post-Meeting:

Agenda finalized with input from client

Add notes to the agenda with the client's feedback and input from the meeting - a brief version of minutes. Email to client.

One Week Later:

First touch base call

“How’s it going?” call to touch base, and report on any progress.

Eight Weeks Later:

Send client onboarding survey

Send a follow up survey to see how your client's first four months has gone. You can use the same tools but make sure you ask questions related to how their first four months were and how you could improve your service.

Post project completion:

This might include a survey, a selection of professional photography of the project, a selection of project photos sized appropriately for social media (to encourage sharing), and so on. This might also be a good time to ask for a testimony. 

Eighteen months later:

This might include an occupancy survey to find out how materials are wearing, how the home owners are enjoying the project, and so on. This material can be used to evidence your work for client discussions, award entries, case studies and so on.

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