What To Include in Your Client Welcome Guide (For Interior Designers)
Quick! Put yourself in your client's shoes and picture this:
You've just inked a deal with the interior designer you've been eyeing for months to tackle the kitchen makeover you've been daydreaming about since you moved in. You’re riddled with nerves, excited beyond belief, and ITCHING to get started…
But you have no idea what comes next.
Do I wait for the first email?
What does my designer need from me to get started?
Who’s Natalie and why is she emailing me from Lisa’s office?
Throw in a dozen more questions and there you have it: An onboarding experience that leaves interior design clients confused and overwhelmed before the project even starts.
The thing is, your onboarding process plays a huge role in the overall client experience because it sets the tone for the rest of the project. Instead of leaving your clients directionless from the jump, put your best foot forward with a Client Welcome Guide that equips them with everything they need to get started and feel supported from day one.
Remember: The more you communicate—or dare I say, over-communicate—with your clients, the fewer questions and requests they’ll have for you throughout your working relationship.
That said, here are all the Welcome Guide must-haves!
A Thank You Message
In my opinion, this should be a given! You should take the time to write a personal thank you note for all your interior design clients who believe in your work enough to sign the dotted line. After all, any show of support should be met with gratitude—and what better way to kick off a new client relationship than with a personal touch that makes for a killer first impression?
You could go above and beyond by mailing a brief, handwritten thank you card as well.
Office Policies
You’ve probably heard the saying, “you teach people how to treat you” and that applies to client relationships as well. You can set the standard for client communication with a section in your guide that lays out your office policies so they know how you prefer to operate. This will also set expectations early on and prevent miscommunications.
Here’s what to consider including:
Mission statement: The action-based statement that describes how you serve your clients and the purpose of your business
Guidelines for Scheduling Meetings: Do you prefer to use a scheduler like Calendly? Is there a person on your team that handles appointments? Share the protocol for how and when clients should schedule meetings with you.
Office Hours: Let your clients know when you’re in the office, when they can expect a response, and when they can contact you for support.
Preferred methods of communication: Sharing a Google phone number that’s strictly for business instead of handing out your cell will help you keep your work life separate from your business life.
Meet The Team
Share more about your brand and design business by dedicating a section to your team. This gives your clients the opportunity to form a deeper connection with your business—because that’s what seeing faces and hearing stories do!—and it shows them who they will be working with in the near future.
Billing Schedule
First-time clients might not be familiar with the billing practices that are common in the interior design industry, so offering a detailed explanation will go a LONG way.
Be sure to explain the following:
Your design fee payment breakdown
Any project management fees
How you bill for furniture, materials, shipping, and installation
Be clear about whether or not they’re expected to pay in full upfront, a 50% fee due to purchase, or if you’re going to collect a retainer.
Most importantly, let your clients know when they’ll be billed at each stage of their project and for what, specifically. Trust me, it’s best to steer clear of sticker shock!
FAQs
Be proactive and answer common questions upfront. By anticipating questions and concerns, and addressing them before you get started, you’ll make your clients feel right at home. The added effort will reinforce the idea that you’re the expert and hiring you was THE best decision they could have made for their design needs.
Next Steps
To wrap up your Welcome Guide, end with a singular important call to action that puts the ball in their court. You can guide your clients to book their first meeting, complete a Design Questionnaire, or anything else that will help move them along in their journey. Don’t leave them hanging; that alone will score you plenty of brownie points.
Want a done-for-you option?
We’ve got you covered in The Template Shop. If you’re ready to up-level your client experience and evaluate your brand in minutes, get immediate access to the Client Welcome Guide Template. This done-for-you Canva template has all the details above, professionally written, and ready for plug-and-play.
Remeber, implementing a Client Welcome Guide will instantly elevate your client experience, help your clients feel more comfortable, and give them something to rave about to their friends and family. Go give them something to talk about!
