Welcome letter, Penrose Kemp Accountants to Bellbird Cafe
Welcome letter to a new client, with contacts and a first 30 days
The first week of a new client relationship is the one where people quietly decide whether they made the right call. This one page welcome letter removes the doubt: three named people with what each handles, four dated steps to 5 August, one route for sending records, and the sentence that nothing is needed from the client today.
The document, page by page
Every page as it renders and as it prints, with nothing summarised. Read the wording before you reuse it.
Section by section
What each section is for, so you can keep the ones you need and drop the rest.
- Letterhead
- The firm's monogram letterhead with its address, email and phone.
- Date and addressee
- 8 July 2027, the owner, the cafe and its address.
- Subject
- Welcome, and what happens in the first 30 days.
- Where things stand
- File open, handover requested, portal live, and nothing needed today.
- Your team
- Three rows naming the accountant, the bookkeeper and the front desk with contacts.
- The first 30 days
- Four dated steps to 5 August, with the two that need nothing from the client.
- How to send documents
- The portal address, what the login is, and why records must not be emailed.
- What we will ask for
- Bank feed approvals in the week 2 call, and a copy of the lease, with the sign off.
How to adapt this document
For a client who is new to the service rather than switching from a competitor, replace the handover sentence with what they need to set up first and push the week 1 date out, because a client starting from nothing has more to do than one whose file is being collected. For an agency or a firm where the first month is billable work rather than onboarding, turn the four week list into a deliverable schedule with the output named against each date, so the client can see what they are paying for. For a high volume service with no named account manager, keep the table but replace the two people with a team inbox and a response time, and be honest about it: a fictional account manager who never answers is worse than a queue with a stated turnaround.
What makes this document work
Three people, and one of them is a phone number
Nadia Brill for tax and advice, Tom Achterberg for bookkeeping and payroll, and the front desk on 07 3210 4477 for anything urgent between 8:30am and 5pm. A new client who does not know who to call defaults to the partner for everything, which is how a relationship starts badly.
Thirty days with a date on every step
By 15 July the file is collected and the last two lodgements checked, by 22 July there is a 30 minute call, by 29 July the chart of accounts is rebuilt so food, coffee, wages and rent read as separate lines, and by 5 August a two page opening report lands. Two of the four say nothing is needed from the client.
One route for records, stated as a rule
Upload to the portal, photographs of receipts are fine, and please do not email records because they do not reach the file. Saying why the rule exists is what makes a client follow it, and giving the login detail in the same paragraph removes the excuse.
Questions people ask
What should a welcome letter to a new client include?
Who to contact, what happens next with dates, how to send you things, and what you need from them. This one adds a line saying nothing is needed today, which is the sentence that lets a new client put the letter down. Pricing and scope belong in the engagement letter, not here.
Is a welcome letter the same as an engagement letter?
No. An engagement letter sets the scope, the fees and the terms, and for Australian tax practitioners it is the document professional obligations point to for recording what has been agreed. A welcome letter is the human version sent after it is signed, and it should never contradict it.
How long should a client onboarding letter be?
One page. Everything in this example fits: a table of three contacts, four dated steps, the portal instruction and the two asks. An onboarding pack can be longer, but the letter that sits on top of it has to be readable in the two minutes a busy owner will give it.
What should you ask a new client for in the first month?
As little as possible, and name it. This letter asks for two things: the bank feed approvals during the week 2 call, and a copy of the lease, because the outgoings in it change how the rent is coded. Everything else the firm says it can get itself, which is the part clients remember.
Should a welcome letter include login details?
Point to the portal and describe the credential, never print a password. This one says the login is the client's email address and the password is the one they set on 4 July, which tells them what to use without putting a secret in the post. If a reset is needed, the front desk line is on the same page.
Who should sign a client welcome letter?
The person who will actually answer the phone. Here it is the partner who runs the account, not the practice manager, and her email appears in the contacts table above her signature. A welcome letter signed by a brand rather than a person sets the wrong expectation for every call that follows.
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