What happens between a client signing the contract and the project actually starting sets the tone for the whole relationship. A new client who hears nothing after signing wonders if they made the right choice. A new client who receives a clear, professional welcome feels looked after from day one. Here’s what to send.
A welcome message
A brief, warm email confirming you’re looking forward to the project, reiterating the start date, and telling them what to expect in the first week. Nothing elaborate — just a human note that confirms they’re in good hands and tells them what happens next.
A project brief or confirmation
A written summary of your understanding of the project — what you’re doing, the timeline, who’s responsible for what, and any information or access you need from them before you can start. This is both a professional courtesy and a useful check that your understanding matches theirs before work begins.
Practical information
Your preferred communication method, your response time expectations, when they can expect status updates, and who to contact if they need to reach you urgently. Small practical details that prevent the small frustrations that erode client relationships over time.
An invoice if applicable
If you’re billing a deposit upfront — which you should be for new clients — send the invoice at this point. It’s professional, sets a clear expectation about your payment process, and gets the financial relationship off to a clean start.
The new client welcome pack template below gives you a structure for a professional pre-project communication, covering all the key elements in a format you can adapt for any client.