What to Include in A Client Welcome Packet for Your Pet Business & Why You Need One

What if I told you you could have the capacity for even MORE business than you previously thought and all it took was a little automation (i.e. putting some great systems in place)? Or, what if you’re feeling like you’re at capacity with clients but not making enough money, and therefore somehow need to take on more clients in the same amount (or even less) time?

Bringing on a new client should feel exciting, not overwhelming. But without the right systems in place, it can quickly turn into late-night emails, repeated questions, and missed details.

“How did my new client not know that I do X?”

“Oh my goodness, why is she calling me AGAIN?!”

“How many times do I have to explain Y?”

“Crap, I forgot to send over Z!! Hopefully she’s not looking elsewhere now.”

That’s where a Pet Business Client Welcome Packet comes in.

Imagine if all of the manual tasks that went into helping a new client get set up in your system were automated, simple, and done without you needing to handhold or answer unnecessary questions. Imagine the amount of time you could get back in your day or the additional clients you could take on because onboarding is so easy breezy!

Think of it as your business’s personal assistant: it sets expectations, answers common questions, and gives clients everything they need to feel confident about working with you. Best of all? It frees up your time so you can focus on what you do best—caring for pets and growing your business.

What’s a client welcome packet?

A welcome packet is a simple but powerful resource that helps onboard new clients smoothly. Whether you’re a dog walker, pet sitter, trainer, photographer, or groomer, this packet ensures clients feel supported, informed, and excited from day one.

A welcome packet helps to:

• Make positive first impressions and deliver wonderful client experiences

• Professionally welcome new clients into your business

• Set proper boundaries for you and your clients

• Outlines your process so your new clients know exactly what to expect

• Avoid unnecessary questions, concerns, and complaints

• Save you lots of time in your day or allows you to take on more clients because of increased capacity

9 Things to Include in a Client Welcome Packet

If you’re ready to upscale your client onboarding experience, here are 9 of the best and most effective things to include in your pet business welcome packet:

1. A warm welcome message. Remember, the pet industry is personal. Thank them for trusting you, and allow them to continue to do so through your words and reassurance that they’re in good hands!

2. Outline what’s inside. A table of contents of sorts works great here just so new clients can know what to expect inside the welcome packet and they can also go back later and know where they can skip to read the information they need at that moment in time!

3. Introduce you and your team. A lot of pet care providers struggle with expanding their team or having clients work with someone they never have before. A great way to combat this worry is through team introductions. It builds trust.

4. Services Overview. This may seem like an obvious one, but there are lots of reasons why this is good to outline in your welcome packet.

• They can learn more about what you do.

• They can clearly understand what it is they’re getting from you.

• They can see what else you do in case the need arises for other services that may not have known you offer and can refer back to.

• Builds expertise/credibility in showing that you’re an expert at what you do and what you’re qualified to do.

5. Your onboarding process. The systems nerd in me probably loves this inclusion the most!! By outlining your process, you’re setting clear client expectations and scopes so new clients know exactly what to expect and won’t be surprised at any stage in the process.

6. Communication guidelines. Probably my second favorite component of the welcome packet. By clearly outlining the ways your business communicates with clients, you can set proper boundaries from the beginning and no longer receive text messages at 9am on a Saturday expecting a response.

7. Overview of software. When clients are expected to use a booking software or a tool to communicate with you, it’s important to provide them with the important links, resources, and visuals they need to understand how to use it easily and properly.

8. Checklists/things they should know. By equipping your new clients with everything they need to have done on their end, it’ll help both of you be set up for success when you finally begin working together!

9. Referrals and resources. Offer trusted recommendations (trainers, vets, gear) to show you’re connected in the community. Bonus: you can include affiliate links for passive income.

How a Welcome Packet Can Differentiate Your Pet Business From Competitors

Here’s the reality: most pet businesses stop at sending a quick confirmation email, or worse, nothing at all. That leaves new clients unsure about what to expect and often leads to unnecessary back-and-forth.

A welcome packet immediately sets you apart from competitors by delivering a polished, professional onboarding experience. Instead of scrambling to answer the same questions repeatedly, you look organized, trustworthy, and truly client-focused.

How to Make a Client Welcome Packet

You don’t need to start from scratch or spend hours designing. Canva makes it easy to customize professional, branded packets. And if you’d rather skip the design work altogether, our Welcome Packet Templates for Pet Businesses are ready for you.

Each template includes:

• Almost 100 customizable Canva pages (mix, match, or delete as needed).

• Written and video tutorials to guide you through edits.

• Pre-written content prompts so you know exactly what to include.

See Real Pet Business Owners Using Client Welcome Packets

Laura from Pawsitive Vibes Cat Behavior and Training

“The template was very professional and well-designed and easy to edit in Canva with my own branding and copy. Since implementing it in my business, I have noticed much more clarity with clients in terms of expectations, policies, and procedures. I'd recommend it as essential to any pet business!”

Jenn from My Charming Canine

“It gives a really professional first impression to include in my autoresponder that also sends the first form about their household!”

Lydia from The Stamford Cat Sitter

“I was looking to elevate our brand image and set us apart from local competitors. I was doing a lot of work on our website and Instagram page but was looking for that extra something to set us aside from others. I was also looking for user friendly ways to smooth our signup process and make everything clearer for our prospective clients...

After our website and social media pages, the welcome packet is the first proper flavour for the service our clients get when they sign up, and I maintain it immediately gives a sense of our dedication and professionalism - even if they don’t read it cover to cover.“

Ready to stop repeating yourself and start onboarding like a pro? Shop our Welcome Packet Templates for pet sitters, trainers, photographers, and more.

Make your client experience seamless, professional, and stress-free while saving yourself hours each week.