Handbook Template

This Agency Handbook & Implementation Toolkit covers:

• Digital Handbook / Wiki content

• Client Service & Pricing Sheets

• Communication Templates

• Training Slides content

This comprehensive document is ready for you to customise with branding, names, and exact numbers.

1. Digital Handbook / Wiki Site Content

Welcome to [Agency Name] Wiki

Welcome to our central knowledge hub—your guide to understanding our culture, workflows, client approach, and growth mindset. This living document empowers every team member to work autonomously, collaborate efficiently, and deliver outstanding client experiences.

Our Core Philosophy

Freedom & Focus
We place owning our time and freedom above all else. This principle guides every decision we make, shaping our business and culture.

Relationships Over Profit
Money is a tool, but relationships are the currency that sustain us. Trust, respect, and genuine connections build our long-term success.

Passion & Growth
Passion fuels grit and authenticity. Our relentless dedication to craft makes mastering skills joyful and our work meaningful.

Client Engagement

Ambition Over Capability
Present yourself confidently as your “future self.” Growth accelerates when you act as if you already possess the skills needed.

Problem First, Solution Second
Deeply understand client pain points. Tailor your approach to their needs rather than pushing your preferred solutions.

Prepare for Conversation
Anticipate client questions and objections before meetings. Preparing answers boosts confidence and trust.

Upfront Value
Stand out by delivering tangible value early—such as redesign samples or prototypes.

Clients as Partners
Treat clients as equals. Collaborate to solve real problems together.

Overdeliver & Be Transparent
Exceed expectations and communicate progress regularly and honestly.

Service Packages & Pricing

Overview
We offer a variety of service packages tailored to client needs, with flexible pricing models designed to provide clear value.

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/daily rates for consulting or flexible work

• Retainers or subscriptions for ongoing collaborations

Payment Terms

• 30-60% upfront payment

• Milestone-based payments for longer projects

• Clear policies on scope changes and additional work billing

Hiring & Team Growth

Philosophy
Hire early—even when finances are tight. Juniors first; seniors later when you can lead effectively.

Trial Projects
Use practical, small trial tasks to evaluate candidates’ skills and fit before hiring.

Delegation
Your role is to delegate—transform repetitive work into documented, repeatable processes.

Documentation
Maintain clear manuals. If results don’t meet standards, improve the documentation before changing personnel.

Empowerment
Delegate decision-making to avoid bottlenecks. Empower your team to progress autonomously.

Letting Go
Delegate tasks you excel at and resist micromanaging. This lets your company scale beyond your individual capacity.

Processes & Delegation

Task Documentation Template

• Task Name

• Purpose

• Step-by-step instructions

• Expected outcomes

• Common pitfalls

• Decision points

• Tools/resources

Escalation Protocols
Clear guidelines on when and how to escalate decisions or issues.

Communication Protocols

Client Updates
Regular, transparent status reports maintain trust and momentum.

Internal Communication
Daily standups, weekly syncs, and feedback loops ensure alignment and quick issue resolution.

Learning & Development

Growth Mindset
Continuous learning is part of our culture.

Mentorship
Seek and offer guidance actively.

Reflection
Regular goal setting and retrospectives fuel personal and team growth.

2. Client Service & Pricing Sheets

[Agency Name] Services & Pricing

Introduction
At [Agency Name], we believe in partnership, transparency, and delivering tailored solutions that grow your business.

Our Core Services

Pricing Models

• Fixed Price Packages: Clear scope and deliverables.

• Hourly/Daily Consulting: Flexible support as needed.

• Retainer Options: Ongoing monthly support and updates.

Payment Terms

• Initial Payment: 30-60% upfront to start work.

• Milestones: Balanced payments aligned with key project phases.

• Adjustments: Changes outside scope require new estimates.

Frequently Asked Questions

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

• Revisions: Included in scope with clear limits.

• Communication: Weekly updates with proactive status reports.

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 the scope, timeline, and communication plan. We’ll keep you updated every [week/bi-week]. Please feel free to reach out anytime.

Looking forward to a great collaboration!

Best,
[Your Name]

B. Weekly/Monthly Status Update

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

Hello [Client Name],

Here’s what we’ve accomplished since the last update:

• [Milestone 1 completed]

• [Milestone 2 completed]

Upcoming tasks:

• [Task 1]

• [Task 2]

Please let us know if you have any questions or feedback.

Best regards,
[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 the project on track. Your insights are invaluable.

Thanks in advance!
[Your Name]

D. Delay or Issue Notification

Subject: Update on [Project Name] Timeline

Dear [Client Name],

We wanted to inform you about a delay regarding [specific task]. We’re addressing the issue by [solution], and expect to resume normal progress by [date].

Thank you for your understanding.
Best,
[Your Name]

E. Project Completion & Handover

Subject: [Project Name] Completion and Next Steps

Hi [Client Name],

We’re excited to deliver the completed project. Attached are all final deliverables and documentation. Please reach out if you need any further support.

Thank you for the opportunity!
Best regards,
[Your Name]

4. Training Slides Content

Slide 1: Welcome to [Agency Name]

• Introduction to our mission and core values: Freedom, Passion, Relationships.

Slide 2: Our Philosophy

• Why we prioritize freedom and relationships over profit.

• How passion drives grit and excellence.

Slide 3: Client Engagement

• Ambition over capability.

• Problem-first mindset.

• Transparency and communication.

Slide 4: Service & Pricing Overview

• Our main service packages.

• Pricing and payment structures.

Slide 5: Team Structure & Delegation

• Your role in delegation and documentation.

• Importance of clear processes and manuals.

Slide 6: Workflows & Communication

• Client onboarding checklist.

• Status update cadence.

• Feedback loops.

Slide 7: Growth & Learning Culture

• Continuous improvement and mentorship.

• Reflection and goal-setting practices.

Slide 8: Key Tools & Resources

• Access to digital handbook/wiki.

• Project management and communication platforms.

Slide 9: Next Steps & Support

• Points of contact.

• Ongoing training opportunities.