Your New Client Welcome Packet Every Virtual Assistant must have a New Client Welcome Packet that they send out when a new client says YES to working together. Your welcome packet should include all of the information that a new client might need to know. Remember, they might be new to this. Use this document to create your New Client Welcome Packet. Do not copy mine word for word, this is about creating something unique to your business and the experience you give to your customers. Do feel free to use it as a template to follow.
Logo / Business Name / Contact Information Use this as the header for your Welcome Packet. A Formal Welcome Note The first page of your Welcome Packet should include a welcome message to your new client. Thank them for becoming a new client, tell them how thankful you are to be on their team, and how excited you are to start working. Be sure to let them know what the next steps are, what is in the packet, and how to get it back to you once they complete everything. Policies & Procedures The 2 nd page of your Welcome Packet should outline your Policies and Procedures. You are a business owner too and need to tell the client exactly how to best utilize you as their Virtual Assistant. Be sure to include:! Office Hours! Contact Information! Workstyle How you work! Fees Per Month Info about their package, monthly cost, how you invoice, late payments! Decision Making! How to End the Working Relationship! Mistakes / Problems This is an agreement that you want them to sign. Be sure to include a space for their signature and your signature. Goals from your Client Now you want to begin to gather information from your client. In this section you want to gather their goals both personally and professionally. What do they want to achieve in the first 90 days together? What are long term goals they have 6-12 months out. Procrastination List Every client is going to have a procrastination list. Find out what your new client s is so that you can help them tackle it. This is also a great spot to see what they are seeing you help with. Client Contact Information You ll want to gather information like their contact information or credit card info. Anything that you feel you may need in order to better assist them. This is also a great spot to ask them for their login information.
Sample Packet Below DO NOT COPY. Use for Inspiration Alicia Rittenhouse, Virtual Assistant (937) 710-4767 phone ~ (216) 255-5203 fax alicia@aliciarittenhouse.com June 28, 2014 Client NAME Dear Name, I am truly excited about working with you in a collaborative partnership. In an effort to get our relationship off to a strong start, I have included some pages that I would like for you complete and return to me via email to EMAIL ADDRESS. Some of the information might have you questioning whether you need complete at this point; however having it now will simply allow me to quickly get tasks done in the future! Less time you will spend then. Please complete and return via email: # Three business and personal goals that you would like to accomplish in the first 90 days of our working together # Ten things that you ve been procrastinating on and are ready to handle # Policy and procedure sheet/agreement # Client profile I have enclosed some additional information about my style and my business. I hope you find it helpful! Please feel free to call or email me with any questions. Let s make this relationship productive and fun!! Warmly, Alicia Rittenhouse
Client Policies & Procedures Welcome as a client! I look forward to assisting you in accomplishing exactly what you truly want. Please familiarize yourself with the following policies and procedures. If you have any questions, please call me. OFFICE HOURS I am most often in my office from 9am 4 pm EST, Monday through Friday. There are times that I will be out of the office, and I will give you as much notice as possible. If you have something that's time sensitive, please get it to me as soon as possible. If you get it to me at the last minute, I may not be able to help you. If I can't handle something for you, I'll tell you up front so other arrangements may be made. CONTACT Email: alicia@aliciarittenhouse.com I prefer to be contacted via email. If you prefer to speak by phone, please send me an email and we can schedule a time to talk. WORKSTYLE FEES I enjoy what I do and love the profession I have chosen. I decided to collaborate with you because I felt we would work well together. I know that there will be occasional emergencies that will pop-up; however, generally speaking, our relationship will be much stronger if you allow me to help you put systems in place so that those urgencies are few and far between. I am your partner and by letting me work with you proactively, we can make your business stronger and more successful. The fee per month is $700. You have chosen to work with me in a retainer relationship, which provides you with 10 hours of my time each month. Any additional time will be billed at a rate of $70/hour. Any unused hours will not be credited towards the next month, after the first 60 days. You can increase your amount of retainer hours at any time. My time is billed in ten-minute increments. I will send you an invoice via PayPal on or around the first day (depending on how the date falls) of each month. Payments received after the 10 th will be charged a $35 late fee. All fees are considered earned and nonrefundable. From time to time you may also see expenses I've incurred in the course of our work. The invoice total will reflect my retainer, any additional time I have worked, and expenses. I do not send receipts for expenses. My invoice is your receipt. STATUS DECISIONS ENDING I am an independent contractor. I own my business, pay my own taxes, work from my own office, use my own equipment, set my own hours, and bill you for my services. We are equals. We work together. I do not work for you. You are responsible for all decisions made about your work and your business. I have a great deal of knowledge, and I will always share my thoughts and opinions with you. It's up to you to decide which, if any, to act upon. You are also responsible for proofing reading and checking grammar on ALL marketing material I create for you. I will do my best to make sure that your material is error free. By approving work that is to be published to the web and or sent to the printer, you are acknowledging you have proofed the content. I want for you to have a relationship that works wonderfully for you. If at any point our relationship doesn't work for you anymore, I want to know about it.
If there's a way to work things out so that we can continue to work together, we ll find it together. If there isn't, I'll happily refer you to another VA, or do whatever I can to assist you in finding the perfect partner, and I'll also do what I can to help the new person get up to speed. At the point at which either of us needs to change the relationship in any way, there are things that will be impacted, such as fees, work and just the feel of our relationship. Because it would be ridiculous to try to map out all the "what if's" that could come with a change like this, my request is that you agree to work *with* me to find a solution that will be a win/win for us both. If you are unhappy, you may end your relationship with me at any time. The one thing I do ask is that you put your decision to end the contract in writing. That s it--very straight forward. Please note that any unused hours will not be refunded upon termination of our contract. PROBLEMS I accept responsibility for my work. If I make a mistake, I will let you know as soon as possible, and take whatever action I can to correct it. I learn from my mistakes and move on. However, I expect my clients to give me the benefit of the doubt, and not automatically assume that an error is mine. I offer my clients the same consideration. Please ask if you have any questions about this. If not, please sign it, make a copy for yourself, and return it to me with the other items I requested. Clients Name Date June 28, 2011 Alicia Rittenhouse Date
Personal And Professional Goals What are three personal and professional goals you d like to accomplish in the first 90 days we work together? 1. Personal Goal: 2. Personal Goal: 3. Personal Goal: 1. Professional Goal: 2. Professional Goal: 3. Professional Goal:
The Procrastination List! Ten things you ve been putting off, and are ready to handle with my help!! 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Client Profile By completing the following profile, you'll be giving me information that will help me take great care of you. Please complete the information requested to the degree that you currently feel comfortable; I can fill in the rest as we grow in our relationship. Remember -- all information will be held in the strictest confidence. ******************************************************************************** Personal Information Name: Company Name: Company Address: Company Phone: Company Fax: Home Address: Home Phone: Email Address: URL for website: Cell phone: Credit card information: Primary -- Alternate Logins & Passwords: Family members and birthdays: Are there any business associates I'll be in contact with on a regular basis? If so, who are they and what are their phone numbers? ******************************************************************************** Fun Facts to share: (Favorite music, places to go, whatever you would like to share with me)