The onboarding message.
WHAT IT SHOULD CONTAIN
Welcome and confirmation of what they have bought Their login details, sent securely How to reach support, and when What is included and what is extra Backup arrangement Their nameservers, if they need to change them What happens next
STRUCTURE
Short. A page, not a document.
WHAT TO STATE EXPLICITLY
Support hours and response time Whether backups are provided and how long copies are kept That their domain is registered in their name What counts as an emergency
WHY THESE FOUR
They are the four things clients later assume differently from what you intended.
SENDING CREDENTIALS
Securely. Not in the same message as everything else, and not in plain email where you can avoid it.
Tell them to change the password.
THE FOLLOW-UP
A check-in after two weeks. Problems surface then.
WHAT THIS PREVENTS
Almost every later dispute about what was included.
Ten minutes writing it once, reused for every client.
