Client Experience
Swipe File
Email templates to elevate your client experience
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Table of Contents
Lead Acquisition - Enquiry 4
Lead Enquiry – Auto-Responder 4
Lead Enquiry – Positive 5
Lead Enquiry – Negative 6
Client Onboarding 7
You Send the Contract 7
Contract reminder 8
Client Stalls (“Can we do this without a contract?”) 9
You send the Start-of-Work Invoice 10
Start-of-Work Invoice Not Paid 11
Client Offboarding 12
Client Goodbye Email 12
Asking for a testimonial 14
Asking for approval for an edited testimonial 15
Client Relationships 16
Introduction to a new Referral Scheme 16
Internal Changes: Price Increase 17
IMPORTANT
This is a view only document – please do not request to access or edit it. Instead, make a copy
of this document to your own Google Drive (click on File > Make a Copy) or download it click on
(File > Download) so you can make changes and add your own scripts.
DISCLAIMER
These email scripts are yours to swipe, customise and use with your own clients, however
please bear in mind that these are suggestions and not professional advice. Therefore, I cannot
guarantee any particular result and cannot be held accountable for the outcome that these
emails will deliver.
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Lead Acquisition - Enquiry
Lead Enquiry – Auto-Responder
When: Once the lead filled out your inquiry form, don’t leave then hangin’ - send
them an auto-responder to adjust expectations
Subject: [RECEIVED] Can’t wait to learn more about your project
Hi [NAME],
Thank you for taking the time to fill out my Client Application form and telling me more about
you and your project - can’t wait to read it!
I aim to review and get back to all new Applications within 48 hours, so in the meantime I
invite you to view my [SERVICES PAGE/WEBSITE/PRICING GUIDE/ETC.] for an overview of
my packages, process, prices and frequently asked questions.
If you’d like to get a closer look at the behind-the-scenes of what I do, come say hello on
Instagram if we aren’t friends yet!
Thank you and speak soon,
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Lead Enquiry – Positive
When: if someone completes your Client Application/Form and provides you with all
the necessary information and you would like to book a Discovery Call with them
Subject: Thank you for your inquiry!
Hi [NAME],
Thank you for filling out my Client Application! Your project sounds really interesting and
I’d love to jump on a quick [CHAT/PHONE CALL/VIDEO CHAT/ETC.] with you to get to
know each other better, discuss your project in more depth and see if we’d be a good fit
for each other!
To schedule your free consultation, please click on the link below and choose a date/time
that would suit you best:
>>> [LINK TO SCHEDULER]
Many thanks and I look forward to hearing from you!
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Lead Enquiry – Negative
When: if someone completes your Client Application/Form and provides you with all
the necessary information but you don’t think you’d be a good fit for each other
Subject: I’d love to chat with you!
Hi [NAME],
Thank you for filling out my Client Application. After reviewing your enquiry, I’m afraid I
don’t think I’m the right fit for your project.
Based on what you’re looking for, here are a couple of
[EXPERTS/DESIGNERS/RESOURCES/ETC.] that I [WOULD RECOMMEND/THINK WOULD BE
BETTER SUITED]:
Resource 1 – description or URL
Resource 2 – description or URL
Resource 3 – description or URL
Thank you again for considering me and I wish you all the best!
[EMAIL SIGNATURE]
PRO TIP: You don’t have to add referrals when sending out a rejection email, so
don’t feel forced to recommend someone just for the sake of it. You can also refer
them to some content on your website or podcast, if you feel it could be useful to
them.
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Client Onboarding
You Send the Contract
Subject: Your Contract is here, [NAME]
Hi [NAME],
Thank you for accepting your Proposal. I’m excited to start working with you! Before we
get started, let’s get some housekeeping out of the way.
Below you will find the link to your Contract. I kindly ask you to read through it carefully
and, if everything looks good, leave your digital signature to confirm (I’ll sign it after you
and you’ll get a copy for keeps.)
Once the Contract is signed, you will automatically receive your [X%] Start-of-Work
invoice, which will be due immediately and will be the last step before officially getting
you on board.
Here’s the link to your Contract:
[LINK TO CONTRACT]
If you have any questions, as always, don’t hesitate to reach out! I’ll be right here on the
other side of that keyboard!
Can’t wait to get started!
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Contract reminder
When: if the Lead hasn’t signed the contract after 48 hours
Subject: Any questions about your Contract?
Hi [NAME],
I wanted to check in to see if you had any questions about the Contract I sent a couple of
days ago. I understand life can get pretty busy and maybe you haven’t yet had a chance
to look at it.
Please bear in mind that your project isn’t officially booked until your Contract is signed
and the Start-of-Work invoice is paid. I’m holding your project dates reserved until
[EXPIRATION DATE], so please ensure you review the Contract before then.
For your convenience, you’ll find the Contract [LINKED BELOW/ATTACHED TO THIS
EMAIL].
Can’t wait to get started!
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Client Stalls (“Can we do this without a contract?”)
When: if the Lead wants you to do the work without signing a Contract. Spoiler: you
must have a Contract.
____________________________________________________________________________
Hi [NAME],
I hear what you’re saying, however I never work without a contract.
As a small business owner, I’m sure you understand that a contract is here to protect us
both, outline the responsibilities of both parties, and prevent any misunderstandings and
miscommunication.
For these reasons, I hope you’ll agree that a contract is the best option for both of us to
carry out this project and complete it smoothly. If you have any questions about the terms
or if something is unclear, please let me know and I’d be happy to clarify.
Many thanks,
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
You send the Start-of-Work Invoice
When: when the Client signs your Contract, send the Start-of-Work invoice straight
away
Subject: Your Start-of-Work invoice
Hi [NAME],
Thank you for signing the Contract!
There's one last step before we get all the formalities out of the way and can begin our
work together! Below you will find the link to your Start-of-Work invoice, which is required
immediately to confirm your project in my calendar.
[INVOICE LINK]
As always, if you have any questions, ask away. I’m here to help!
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Start-of-Work Invoice Not Paid
When: when the Client signs doesn’t pay the Start-of-Work invoice after 48 hours
Subject: Your project hasn’t been booked yet
Hi [NAME],
I haven’t yet received your Start-of-Work payment, which means your project hasn’t been
officially confirmed yet. Please proceed with the payment as soon as possible so we can
get the formalities out of the way and get your project started!
>>> You can view your invoice here
Feel free to contact me, if you have any questions or concerns in regards to this
payment.
Many thanks,
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Project Management
Client Welcome Email
When: after the Client signs the Contract and pays the Start-of-Work Invoice. Feel
free to adjust this depending on how you welcome your Client and what systems
you have in place.
Subject: Project Kick Off
Hi [NAME],
Thank you for officially booking your project and finalising all the formalities. We are ready
to dive in!
In this email, you will find some important information about the next steps, what tools
we will be using to keep the project running smoothly, and how to best prepare for your
project.
Dubsado: Your Client Portal
You can access your Dubsado Client Portant by clicking on [THIS LINK]. Within your Client
Portal, you will find your contract, invoices, completed forms, and questionnaires.
Asana: Project Management
Shortly after this email, you will receive an invitation to join your Project Page in Asana. I
use Asana as my project management tool and this is where you will be able to see a
breakdown of all the tasks, deliverables, and due dates. We will also keep all
communication within Asana to ensure all feedback, comments, and questions are neatly
gathered in one place.
I recorded a quick tutorial for you on how to use your Asana board and you can watch it
here [INSERT LINK]
Discovery Questionnaire [DUE XX DATE]
When you access Asana, you’ll see that your first homework will be to complete your
Discovery Questionnaire. This questionnaire will help us build the foundation for your
[BRAND/WEBSITE/ETC.] so I encourage you to find some quiet time to complete it and be
as detailed as possible. The more information you provide, the more I’ll learn about you
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
and your business, the better I’ll be able to reflect this in your new
[BRAND/WEBSITE/ETC.].
You can access the Discovery Questionnaire via Asana or by clicking the link below:
[LINK TO QUESTIONNAIRE]
That should cover everything for now! If you have any questions about the above, or if
you’re still unsure how to use Asana after watching the tutorial video, let me know and
we can hop on a quick call to walk you through it!
All the best,
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Project Ready to Launch
When: you have finalised all the deliverables and need one final approval from the
Client before launch
Subject: We are ready to launch!
Hi [NAME],
Get the bubbly because your [BRAND/WEBSITE/ETC] is ready to launch! How exciting!
The current scheduled launch date is [DATE].
Before I can [LAUNCH YOUR WEBSITE/HAND OVER YOUR FINAL FILES/ETC.], you will
need to pay your final invoice of [$XXX] by the [LAUNCH DATE]. You can do so by clicking
here: [LINK TO INVOICE].
Once the final payment is received, I will transfer you the final files via
[DROPBOX/GOOGLE DRIVE/WETRANSFER/ETC.] and launch your website. I’ll also
schedule a handover session with you to [TAKE YOUR THROUGH YOUR BRAND STYLE
GUIDE/SHOW YOU HOW TO MANAGE YOUR WEBSITE] so you can confidently carry on
after our work is completed.
It’s been such a pleasure working with you and I can’t wait to see how your business
blooms and grows after this launch!
If you have any questions, please let me know!
All the best,
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Client Offboarding
Client Goodbye Email
When: once you have received the final payment and launched the project
Subject: Project Wrap Up
Hi [NAME],
Now that we have successfully launched your project, I wanna thank you once again for
your trust and for letting me share a piece of your business journey with you. It’s been
such a pleasure working with you and I’m really happy with the results we’ve achieved!
To finish wrapping our work together, here are a couple extra things that I’d like to share
with you:
1. You can download all your final deliverables here: [LINK] Please keep these safe!
2. Your package includes a free training session to go over [YOUR BRAND STYLE
GUIDE/YOUR WEBSITE/ETC.] to ensure you feel comfortable with your new
[BRAND/WEBSITE/ETC.] Please click here to book your session: [LINK TO SCHEDULER]
3. When you have a moment (I know things get quite busy post-launch!) please leave a
quick testimonial about our work together so I can keep improving my services. I have a
short questionnaire you can fill out that will help me serve my clients better: [LINK TO
TESTIMONIAL FORM]
4. If you enjoyed working together, I would be immensely grateful if you could keep me in
mind and recommend me to your friends and colleagues who may benefit from my
services too. Word-of-mouth is incredibly important for small businesses like us, and
therefore I put together a sweet Referral Program for my clients and I’d love for you to
join as well! You can learn more about it right here: [LINK] Please let me know if you have
any questions and if you would like to sign up for this.
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
5. Finally, I want you to know that if you need anything in the future – you can always
reach out to me! Whether it’s assistance with your website, additional branded elements
or marketing collateral, or a simply friendly check-in. And in the meantime, I’ll be here
cheering for you every step of the way!
Once again, many thanks for your trust and I can’t wait to see what the future holds for
you and [CLIENT’S BRAND NAME] – I have no doubt, it’s going to be something amazing!
All the best,
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Asking for a testimonial
When: you want to ask your Client for a testimonial after the launch
NOTE: I like asking for feedback 7 days after the launch of my Client’s
brand/website. Launch week can get very busy and after Launch week they may
have already seen some great tangible results to share in the testimonial.
Subject: How have you been?
Hi [NAME],
How are you? I hope you’re enjoying your new brand and website and had a fantastic
launch week! I’m still in awe with the amazing results we achieved together and hope you
and your audience feel the same way.
I know things can get pretty busy after a launch, but when you have a space moment, I
would really appreciate if you could leave a quick testimonial about our work together so I
can keep improving my services. I have a short questionnaire you can fill out that will help
me serve my clients better: [LINK TO TESTIMONIAL FORM]
Many thanks! Cheering for you from the other side of the screen here!
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Asking for approval for an edited testimonial
When: if you’re using a questionnaire to collect feedback from your Client, or if
made some slight changes to their testimonial, it’s good practice to ask them if
they’re still happy for you to use the edited version
Subject: Thank you for your testimonial
Hi [NAME],
Thank you so much for completing the Feedback Form – I loved reading through it!
Based on your answers, I would like to use the below testimonial:
[INSERT TESTIMONIAL]
Could you please let me know if you’re happy with me using this on my website or if you
would like to make any changes to it.
Many thanks once again! I was so pleased reading your feedback!
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Client Relationships
Introduction to a new Referral Scheme
When: if you launched a new Referral Program and want to introduce past or new
clients to it
Subject: I have some exciting news!
Hi [NAME],
I hope everything is going well! I saw you [ADD SOMETHING PERSONAL, SOMETHING YOU
MAY HAVE SEEN ON THEIR SOCIAL MEDIA] – how exciting!
I wanted to send you a quick email to share some exciting news with you! I recently
launched a new Referral Program for my past clients which gives you [FREE DESIGN
CREDIT/REFERRAL REWARD FEE] every time you refer a new client to me!
I’m always incredibly grateful when past clients recommend me so this is my way of
saying THANK YOU for keeping me in mind.
Here’s how it works:
- You refer someone in (either by directing them to my website to fill in my Client
Application form or via an email introduction)
- I’ll jump on an Introductory Consultation with them to ensure we’re a good fit
- If they are, they’ll book their project
- And then you get rewarded with [DESIGN CREDIT OF $XXX/A REFERRAL REWARD OF
$XXX TO INVEST BACK INTO YOUR BUSINESS OR TREAT YOURSELF] once the project is
over.
You can learn all about my new Referral Program on this page: [LINK]
If you have someone in mind that may benefit from the same results we achieved for your
[BRAND/WEBSITE] then I’d really appreciate your help to get on their radar!
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023
Many thanks once again and if there’s anything I can help you with too, please don’t
hesitate to reach out!
All the best,
[EMAIL SIGNATURE]
Internal Changes: Price Increase
When: when you raise your prices
Subject: Important changes inside [YOUR COMPANY]
Hi [NAME],
I hope all is well on your side of the screen and within your business! I wanted to drop you
a quick email to inform you of some important changes taking place at [YOUR COMPANY]
and give you a heads up that my prices will be going up in [XX] days [ACROSS ALL
SERVICES/FOR WEB ONLY/FOR SOCIAL MEDIA RETAINERS/ETC.]
My studio has grown a lot in the past year and I”m incredibly grateful for all the amazing
clients I’ve had the chance to work with, yourself included! As a result, we’ve learned a
lot, improved our skills, invested in the business, and are now even more equipped to
bring the best results for our clients.
If you were thinking of working with me on another project, or simply booking me for
some updates, then now is the time to do it before the prices go up on [DATE].
If you have any questions or would like to chat about some future work, hit reply and I’ll
get back to you!
All the best,
[EMAIL SIGNATURE]
© Created by Yevgeniya Davarashvili on ONE6CREATIVE, 2023