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I gave every new customer a 30 page welcome packet until one guy asked if I was joking
I used to think onboarding meant handing over a giant binder with every policy, fee, and rule I had. Then a guy named Dave flipped through it for 10 seconds at a coffee shop in Denver and said, is this a contract or a welcome? That line stuck with me for a couple days. I counted it up and my packet had 31 pages, and nobody had ever read more than the first one. When I cut it down to a single page with just his contact, my hours, and how billing worked, people started replying same day instead of going quiet. Turns out I was drowning them on purpose and calling it being thorough. Does anyone here send a welcome doc, and how short did you end up making it?
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parker_webb6h ago
Mine was 22 pages and I thought I was being professional. Had a client named Sarah who straight up told me she tossed it in the recycling on her way out the door. That hurt but she was right. Now mine is half a page: my name, my cell, what I do, and when payment is due. That's it. Sign ups went up and nobody asks me dumb questions about stuff buried on page 14 anymore.
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