Appreciation post: A coffee shop in Portland showed me a better way to handle client intakes

I was at a place called Proud Mary last month and noticed they give you a small card with your coffee that explains the bean's origin and flavor notes. It made me realize we should send a simple, one-page 'welcome guide' to new clients right after they sign, explaining our process and what to expect. Has anyone else tried something like this to cut down on onboarding questions?

3 comments

3 Comments

sean_robinson11d ago

Totally get that. Did something similar with a one page FAQ sheet. Emailed it right after the contract. Cuts the "what happens next" calls in half. People just want to know the plan. That coffee shop card is a perfect example. Simple info right in their hand. Makes everyone feel more settled.

joel53611d ago

Hold up, doesn't that just add another email to ignore? Feels like extra work for everyone.

janahenderson11d ago

Yeah but the real win is it changes the whole tone from the start. That first email after signing sets up if they see you as a partner or just another vendor. It's not about the info, it's about showing you've already thought three steps ahead for them. That builds a crazy amount of trust before the real work even begins.