Client Handbook Template

This is a well-detailed, in-depth Client Handbook template designed for implementation at any agency. This template covers every phase of the client journey, aligns expectations, and promotes best practices for long-term, successful partnerships. It’s easily adaptable for creative, digital, marketing, or tech agencies.

Welcome

Welcome to [Agency Name]!
We’re thrilled to be your partner. This handbook outlines everything you need to know about how we work, communicate, deliver, and support your business goals. Please use it as a reference throughout our collaboration.

Table of Contents

1. Our Philosophy & Core Values

2. Meet Your Team

3. Project Kickoff & Onboarding

4. Communication & Collaboration

5. Project Management Process

6. Feedback & Revisions

7. Deliverables & File Management

8. Payment & Invoicing

9. Scope, Timelines & Change Management

10. Confidentiality, Data Security & Intellectual Property

11. Ongoing Support & Relationship Management

12. Frequently Asked Questions (FAQs)

13. Key Contacts

1. Our Philosophy & Core Values

At [Agency Name], we believe in:

• Partnership: True collaboration drives the best results. We see ourselves as an extension of your team.

• Transparency: We keep you informed and involved at every stage—no surprises.

• Quality & Results: Every action we take is aimed at achieving your objectives.

• Accountability: We take responsibility for our work and outcomes.

• Innovation: We encourage creative solutions and continuous improvement.

2. Meet Your Team

You’ll be assigned a core team who will be with you throughout the project:

• Project Manager: Your main point of contact, responsible for timelines and coordination.

• Account Manager: Oversees the client relationship and overall satisfaction.

• Creative Lead: Guides the design, branding, or content vision.

• Technical Lead: Oversees web development, engineering, or technical implementation.

• Other Specialists: Brought in as needed (e.g., strategists, copywriters, analysts).

You’ll receive direct contact details for each key team member at kickoff.

3. Project Kickoff & Onboarding

Our onboarding process includes:

• Kickoff Call: We align on goals, introduce team members, confirm deliverables, and review timelines.

• Discovery/Strategy Session: We dig deep into your business, target audience, competition, and vision.

• Documentation: You receive a detailed project brief, timeline, and key milestones.

• Asset Collection: We’ll request brand guidelines, existing assets, and access as needed.

• Onboarding Checklist:

  • Complete our onboarding questionnaire

  • Share key documents and credentials

  • Review and sign our service agreement

  • Schedule the first project milestone

4. Communication & Collaboration

Our communication standards:

• Weekly Status Updates: Sent via email or our project portal summarizing progress, next steps, and any blockers.

• Response Time: We respond to emails and messages within 24 business hours.

• Scheduled Check-Ins: Recurring meetings at key milestones or as needed.

• Preferred Tools:

  • Email (for formal communication)

  • [Slack/Teams/Project Portal] (for quick questions & daily chat)

  • [Asana/Trello/ClickUp/Notion] (for project management & file sharing)

• Urgency Protocol: For urgent issues, please call your Project Manager directly.

5. Project Management Process

Our process follows these phases:

1. Discovery & Research: Understand your business, market, and users.

2. Strategy & Planning: Define project scope, goals, and success metrics.

3. Creative/Technical Development: Design, build, and iterate on deliverables.

4. Review & Feedback: Present work for your feedback, adjust as needed.

5. Final Delivery: Share completed assets/files, support implementation.

6. Retrospective: Joint review of outcomes and lessons learned.

You’ll have visibility into timelines, tasks, and owners throughout the project.

6. Feedback & Revisions

• Revision Rounds: Each deliverable includes [2] rounds of revisions unless otherwise agreed.

• Feedback Guidelines:

  • Please provide consolidated, specific feedback within [2 business days] per round.

  • Use comments, markup tools, or our project portal for clarity.

• Feedback Delays: Delays in feedback may shift timelines.

• Extra Revisions: Additional changes beyond included rounds may be billed separately.

7. Deliverables & File Management

• Final Files: Delivered in agreed formats (e.g., .AI, .PSD, .Figma, .PDF, .JPG, .PNG, .DOCX, .MP4, code repos).

• File Sharing: Via [Google Drive, Dropbox, project portal, GitHub, etc.]

• Documentation: You’ll receive user guides, style guides, or technical documentation as needed.

• Handover: Includes a walkthrough call for complex projects.

8. Payment & Invoicing

• Payment Schedule:

  • 40% deposit to begin

  • 30% at milestone (e.g., design approval, beta delivery)

  • 30% on final delivery/launch

• Invoicing: Sent by email and/or through our invoicing platform.

• Payment Methods: [Wire, ACH, PayPal, Stripe, etc.]

• Due Dates: Payments are due within 7 days of invoice.

• Late Payments: May delay work or delivery; late fees may apply as per your agreement.

9. Scope, Timelines & Change Management

• Scope Definition: Outlined in your signed proposal/contract.

• Change Requests:

  • Submit in writing to your Project Manager.

  • We’ll assess impact, update scope and timeline, and quote any additional costs.

• Timeline Management:

  • We’ll keep you informed of all key dates and any shifts due to feedback or scope changes.

  • If you need to pause or reschedule, let us know as early as possible.

10. Confidentiality, Data Security & Intellectual Property

• Confidentiality:

  • All materials shared are treated as confidential.

  • We sign NDAs as requested.

• Data Security:

  • We use secure platforms for all communications and file transfers.

• Intellectual Property:

  • Upon final payment, you own all final deliverables.

  • We may ask to showcase finished work in our portfolio (with your consent).

11. Ongoing Support & Relationship Management

• Post-Launch Support: We provide complimentary support for [X days/weeks] after project completion (bug fixes, small edits).

• Retainer Services: Available for ongoing updates, maintenance, or strategy.

• Check-ins: We check in periodically to ensure satisfaction and discuss future needs.

• Referral Program: Refer another client and receive [discount/bonus/support hours].

12. Frequently Asked Questions (FAQs)

How do I share files or feedback?
Use our project portal, email, or upload to our shared drive.

Can I add features mid-project?
Yes! We’ll review, quote, and get your approval for any scope additions.

Who owns the source files?
You do, once the project is fully paid for.

What if we need to pause the project?
Let us know as soon as possible; we’ll reschedule and adjust timelines as needed.

What happens if a deadline is missed?
We’re proactive with updates. If delays are on our side, we take responsibility. If delays are on yours, timelines are adjusted accordingly.

Do you offer training on delivered solutions?
Yes—walkthrough calls and documentation are included for complex deliverables.

13. Key Contacts

• Project Manager: [Name, Email, Phone]

• Account Manager: [Name, Email]

• Support: [Support Email/Portal]

• Billing: [Accounts Email]

• Emergency: [Phone, 24/7 support if offered]

Final Notes

We are committed to making your experience smooth, collaborative, and results-driven.
If you have questions at any time, please reach out—we’re here to help.

Thank you for trusting [Agency Name] with your project!