Client Handbook Template

Ready for you to customise with your branding, names, and actual numbers.

1. Digital Handbook / Wiki Content

Welcome to [Agency Name] Wiki

This is where everything lives. Your guide to how we think, how we work, how we treat clients, and how we grow. Consider it a living document. It changes as we learn. Use it to work independently, collaborate without confusion, and deliver work that actually matters.

Our Core Philosophy

Freedom & Focus We value owning our time above almost everything else. This shapes how we build the business, who we work with, and how we structure our days. If a decision gives us less control over our time, it better be worth it.

Relationships Over Profit Money is a tool. Relationships are what actually sustain this business. Trust, respect, and real connection with clients and teammates build something that lasts. Transactions don't.

Passion & Growth Passion makes the grind tolerable. It's what keeps you going when the work stops being fun. And it will stop being fun sometimes. Our commitment to craft is what makes the long hours feel worthwhile instead of draining.

Client Engagement

Ambition Over Capability Present yourself as the version of you that's six months ahead. Growth accelerates when you act like you already belong in the room you're trying to enter. Nobody checks credentials as often as you think.

Problem First, Solution Second Understand what the client is actually struggling with before you pitch anything. Tailor your approach to their pain, not your preferred process. When you solve real problems, you stop being optional.

Prepare for Conversation Anticipate questions and objections before meetings. The person who seems unshakeable in the room usually just prepared better than everyone else.

Upfront Value Stand out by showing what you can do before anyone asks. Send redesign samples, prototypes, or ideas. This builds trust faster than any pitch deck.

Clients as Partners Treat clients as equals regardless of their title or company size. You bring expertise. They bring context. Together you find the best solution.

Overdeliver & Be Transparent Exceed expectations. Communicate progress regularly and honestly. Silence erodes trust even when the work is great.

Service Packages & Pricing

Overview We offer service packages tailored to what clients actually need, with pricing models designed to make the value obvious.

Packages Example

Brand Identity: Logo design, color palettes, typography. 4 weeks. $X,XXX

UX/UI Design: User research, wireframes, prototypes. 6 weeks. $X,XXX

Web Development: Responsive website build, CMS setup. 8 weeks. $X,XXX

Pricing Models

Fixed-price packages for well-defined scopes

Hourly or daily rates for consulting or flexible work

Retainers for ongoing collaborations

Payment Terms

30-60% upfront before work begins

Milestone-based payments for longer projects

Clear policies on scope changes and additional billing

Hiring & Team Growth

Philosophy Hire early, even when it feels risky. Bringing in help prevents burnout and accelerates everything. Start with juniors. Bring in seniors once you can actually lead them.

Trial Projects Skip endless interviews. Use small paid trial tasks to see real work and real fit before committing.

Delegation Your job is to turn repetitive work into documented, repeatable processes. If you're still doing everything yourself, you don't have a business. You have a job with extra stress.

Documentation Maintain clear guides for every recurring task. When results don't meet standards, fix the process before blaming the person.

Empowerment Delegate decision-making so you're not the bottleneck. Write clear guidelines and let people move without waiting on you.

Letting Go Delegate even the tasks you're great at. Resist the urge to jump back in. Your company can't outgrow your personal capacity until you step back.

Processes & Delegation

Task Documentation Template

Task Name

Purpose

Step-by-step instructions

Expected outcomes

Common pitfalls

Decision points

Tools and resources needed

Escalation Protocols Clear guidelines on when and how to escalate. If someone needs to wait on you for every call, you're the problem.

Communication Protocols

Client Updates Regular, transparent status reports. No surprises. This maintains trust and keeps projects moving.

Internal Communication Daily standups, weekly syncs, feedback loops. Alignment happens through rhythm, not random check-ins.

Learning & Development

Growth Mindset Continuous learning is built into how we work. Stagnation is the enemy.

Mentorship Seek guidance. Offer it when you can. Everyone here should be learning from someone and teaching someone else.

Reflection Regular goal setting and retrospectives. We don't just do work. We think about how we're doing it.

2. Client Service & Pricing Sheets

[Agency Name] Services & Pricing

Introduction We believe in partnership, transparency, and solutions that actually grow your business. No fluff. No filler. Just work that moves the needle.

Our Core Services

Pricing Models

Fixed Price Packages: Clear scope and deliverables. No surprises.

Hourly/Daily Consulting: Flexible support when you need it.

Retainer Options: Ongoing monthly support and updates.

Payment Terms

Initial Payment: 30-60% upfront to start work. This filters out clients who aren't serious.

Milestones: Payments aligned with key project phases.

Adjustments: Changes outside scope require new estimates. We'll always discuss before billing.

Frequently Asked Questions

Turnaround Time: Typically 4 to 8 weeks depending on scope.

Revisions: Included with clear limits defined upfront.

Communication: Weekly updates with proactive status reports. You won't have to chase us.

3. Communication Templates

A. Project Kickoff Email

Subject: Kickoff and Next Steps for [Project Name]

Hi [Client Name],

Welcome to the project. Below is a summary of scope, timeline, and how we'll communicate. You'll hear from us every [week/bi-week]. Reach out anytime if something comes up.

Looking forward to building this with you.

Best, [Your Name]

B. Weekly/Monthly Status Update

Subject: [Project Name] Status Update – [Date]

Hello [Client Name],

Here's where we are since the last update:

[Milestone 1 completed]

[Milestone 2 completed]

Coming up next:

[Task 1]

[Task 2]

Let us know if you have questions or feedback.

Best, [Your Name]

C. Feedback Request

Subject: Request for Feedback on [Deliverable]

Hi [Client Name],

We've completed [Deliverable] and would appreciate your feedback by [Date] to keep things on track. Your input shapes where this goes next.

Thanks, [Your Name]

D. Delay or Issue Notification

Subject: Update on [Project Name] Timeline

Hi [Client Name],

We wanted to flag a delay on [specific task]. Here's what we're doing about it: [solution]. We expect to be back on track by [date].

Appreciate your patience.

Best, [Your Name]

E. Project Completion & Handover

Subject: [Project Name] Completion and Next Steps

Hi [Client Name],

The project is done. Attached are all final deliverables and documentation. If you need anything else down the line, we're here.

Thanks for trusting us with this.

Best, [Your Name]

4. Training Slides Content

Slide 1: Welcome to [Agency Name] Our mission and core values: Freedom, Passion, Relationships. Why they matter and how they shape everything we do.

Slide 2: Our Philosophy Why we prioritize freedom and relationships over profit. How passion makes the hard parts bearable.

Slide 3: Client Engagement Ambition over capability. Problem-first thinking. Transparency in everything.

Slide 4: Service & Pricing Overview What we offer. How we price. Why we structure payments the way we do.

Slide 5: Team Structure & Delegation Your role in documentation and delegation. Why clear processes matter more than heroic effort.

Slide 6: Workflows & Communication Client onboarding steps. Status update rhythm. How we give and receive feedback.

Slide 7: Growth & Learning Culture Continuous improvement as a default. Mentorship as an expectation. Regular reflection to stay sharp.

Slide 8: Key Tools & Resources Access to the wiki. Project management and communication platforms. Where to find what you need.

Slide 9: Next Steps & Support Who to contact. How to get help. What ongoing training looks like here.