Why a Welcome Packet Helps
New clients have a lot of questions in the first few weeks, even if they don't always ask them directly: How will I know the walk happened? What if I need to change a day? Who do I contact if something comes up? A welcome packet answers these questions upfront, in a format the client can refer back to — instead of clients guessing, or you re-explaining the same things to every new client individually.
It also sets a tone. A clear, organized welcome packet signals that your business is run thoughtfully — which builds confidence before the first walk even happens.
What to Include
| Section | What It Covers |
|---|---|
| Welcome message | A brief, friendly introduction — who you are and what to expect |
| How visits work | What happens during a typical visit, timing windows, what's included |
| Communication | How you send updates, preferred channels, response time expectations |
| Scheduling & changes | How to request schedule changes and how much notice you need |
| Cancellations & payment | Brief summary, with a link to full policies if applicable |
| Contact info | How to reach you, and what to do in an emergency |
A Sample Welcome Packet Layout
Thanks for choosing [Your Business Name] for [Dog]'s walks. Here's a quick overview of how things work:
Your visits: [Dog] will get a [duration] walk, [X] times per week, on [days/times]. I'll [send an update / take a photo] after each visit.
Getting in touch: The best way to reach me is [method]. I typically respond within [timeframe] during [hours].
Schedule changes: Need to adjust a visit? Just let me know with as much notice as possible — see our scheduling policy for details.
Cancellations & payment: [Brief summary, or link to full policy.]
In case of emergency: [Your contact info, plus what you'll do if you can't reach the owner.]
Looking forward to working with you and [Dog]!
Welcome Packet vs. Service Agreement
These serve different purposes, and it helps to keep them separate:
- A service agreement covers the terms both sides are agreeing to — rates, cancellation terms, liability-related items.
- A welcome packet is more like an orientation guide — friendlier in tone, focused on "here's what to expect," not "here's what we're agreeing to."
Some walkers combine these into one document; others keep them separate so the welcome packet can be more casual and the agreement stays focused on terms.
When to Send It
Most walkers send the welcome packet once a new client has confirmed they want to start service — often alongside or shortly after the service agreement, so the client has it on hand before the first visit. This timing also fits naturally into a broader onboarding checklist.
Keep it short. A welcome packet that's too long won't get read. One page (or one scrollable message) covering the essentials is usually more effective than a multi-page document.
Keeping It Useful, Not Just a One-Time PDF
A welcome packet is most useful in the first few weeks — but the information in it (how to request changes, how to reach you, what's included) is useful for as long as the client works with you. If it's a PDF that gets buried in an inbox after the first read, clients end up asking the same questions again later anyway.
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For the next step after a client says yes, see our client onboarding checklist — it walks through the full sequence from agreement to first visit.