The Welcome Pack

Once a client has signed up to begin working with us, there are a few things we’ll need from them. This will vary from project to project so instead of having a one-size-fits-all approach (which never fits everyone!), we create a new welcome pack document (in google docs) to send to each client.

But you don’t need to write this document each time! Simply copy and paste the ‘master’ template below into a new doc, and take out what you don’t need (and add anything that might be missing).

Ok, here’s your template:

A Warm Welcome from Wholegrain Digital

We’re really excited that you’ve chosen to work with us, and we can’t wait to get started on your website! If you need anything at all for the duration of your project, feel free to contact your Project Manager (PM) directly (details supplied but if you can’t find them, just call the team on 0207 112 8240 and we’ll remind you).

What we’ll need to get going

Hopefully you have already supplied us with details of websites that inspire you. If not, please do send a few links across as soon as possible! Then, there are a few things we’ll need before we can start creating your new website:

Vital to get started:

Your website login details
We can’t do much without this one! 😉
Domain choice and emails
Where are these sitting?
Hosting details – cPanel and FTP (link, username and password)
If you already have hosting. If not, we’ll take care of this for you.
If we don’t have this already. Please let us know whether you would like feature a slider or background (static image or video) on your homepage and if you require any special visual effects.
Copy and images for each page detailed on the sitemap
If not yet supplied
Unless we are buying this for you
Plugins required
If we are not taking care of this

We’ll also need to know (as soon as possible):

Links to any social media channels
And your login details if you’d like to feature any feeds on your site
Whether you’d like a form on your Contact page
…and please tell us if you also require a Mapbox of your location
Your Google Analytics tracking code
Your Google Search Console (formerly Google Webmaster Tools) details.

And we may need:

To know whether you’d like an email newsletter designed for you..
Or, if you already have a newsletter…
Your MailChimp account details for the footer/sidebar
…and whether you’d like an opt-in newsletter sign-up in addition to this
The following details of all WordPress users for your site (if more than one):
What other services multiple users will need
… such as email, ftp access etc.
Whether you require translation
and into which language(s)

If your project is a WooCommerce website we will need further details, which your PM will request from you directly (if you haven’t already supplied what we need).

Phew, that’s it!

Got Questions?

We thought you might, so we’ve prepared this handy Full Fat FAQ sheet for you. If you still can’t find the answer to your question, then please contact your PM.

We’re looking forward to working with you!

Full Fat FAQs

You’ve got questions, haven’t you..?

Well, we’ve got the all the answers!*

Although we love chatting with you, we know your time is precious. So before you call us, take a look at our most commonly asked questions and see if yours is one of those we’ve answered below.

How much will my website cost?

The short answer is that we don’t know, as each website we create is as individual as you are. Your absolute minimum investment for a wholesome website would be around £3,000. But to make sure we can really do your project justice, please get in touch with your requirements and we can give you a more accurate quote.

Do I need to register my own domain?

Yes, you will need to register your own domain name so that you have full ownership of it.  We will be happy to guide you through the process so please ask if you need any assistance.

Do you provide hosting?

Nope. We used to, but we don’t provide hosting ourselves anymore. However, we can set up an account for you and then hand over the reins once your site is launched. If you buy your own hosting, we recommend Flywheel or WP Engine.  Please ask us to advise on the best option for your project.

Do you provide email account set-up?

If you don’t already have email accounts configured for your own domain name then we can advise you on the best solution.  Most of our clients use Google Apps for Business or Microsoft 365.  We don’t configure these as a standard service but if you need help then we will surely be able to arrange something.

Can you help me set up an email newsletter?

Of course we can! We can even design it for you. Just let us know and we can make sure we include this in the original quote.

Can I design the website myself and get you to make it for me?

Yes, you can.  We simply ask that you provide accurate, fully layered PSD files for each page template that you need us to develop.

Can you write content for my website?

Indeed we can! Let us know what you need and we’ll get one of our fantastic copywriters to work with you to create content that really speaks to your audience.

Can you provide photos for my website?

We’d love to! Find out more about our professional photography services.

Will I be able to update my website myself?

Of course you will – that’s one of the great things about WordPress! It’s so simple to use and we can even include training, so that you’re completely confident when we hand your site over to you.

How do I make sure my website stays secure?

There are lots of ways to ensure that your site stays secure and we’d be happy to advise you on how to do this. However, for extra peace of mind – and to save you some precious time so you can focus on what’s important – you can always take out one of our maintenance contracts.

Can you make my website on a platform other than WordPress?

Why would we want to? We love WordPress! There are (rare. Very very rare) occasions when we might advise that it’s not the right solution for you needs. In this case, we may be able to build a custom solution but if not, we’ll be sure to suggest options for you to pursue with another agency. But if there’s no reason not to use WordPress, then we highly recommend you do! Just look at all the awesomeness we can create with it…

Ready to get your wholesome new website?

Contact us today for a quote.

*Ok, maybe not all of them… If you can’t find the answer here, do give us a shout so that we can update this FAQ!

End of Warranty email

Once a project is complete, unless the client has already signed up to one of our maintenance projects, remember that after the 30 day warranty period (which you highlighted in your End of Project email, right?), their website is no longer protected and they are not guaranteed our ongoing support.

We love working with good people and want to protect the wonderful websites we make for them and foster positive long-term relationships, so what better way to do this than to provide ongoing support via our maintenance contracts? Sounds a bit sales-y? Yes, it sort of is. But that’s ok, when a client buys a maintenance contract, what they’re actually saying is: “We want to continue this relationship.” And essentially, that’s what we’re offering. Here’s a template for that:

Your website has almost reached the end of its warranty period

Dear [Client],

I hope you are well and enjoying your wholesome new website!

I am writing today to remind you that the 30 day warranty period, which was included in your initial contract, is due to expire on [XX Month Year].

This means that as from [Monday/Tuesday etc.], your website will no longer be covered by the priority support that you received during the initial launch period.

We have enjoyed working with you and would love to continue our relationship. So, if you would like continued support for your site, you may wish to consider purchasing one of our maintenance contracts, to ensure your website stays as awesome (and secure!) as possible.

All of our plans cover backups, regular updates and security support and start from £235/month for quarterly maintenance (please see the attached). Otherwise, our usual rates (£90/hour or £135 for emergency/out of hours work) would apply.

If you would like to discuss ongoing support in more detail, please do call [me/name of PM] for a chat. If you’re already decided to go ahead and set up a plan with us, you can email our Team Genie Rachael direct at and she will set this up for you.

All the best,


And here are the latest Wholegrain Maintenance Plans to attach to your email.

Happy relationship building!