Rachel MacDonald
Messaging, Materials & Client Experience · Toronto

Your client
experience,
elevated.

I help businesses refine the messaging, materials, and client-facing experience that shape how their work is introduced and understood. So the way you are perceived more closely reflects the value behind what you actually offer.

I respond to all inquiries within 2 business days.

Rachel MacDonald

Available for projects

Taking inquiries now

Background
  • Marketing Manager · TOM Design Collective
  • MMktg · Schulich School of Business
  • B.A. Media Production
  • Toronto, Canada

The gap between great work and how it’s presented is where I work.

Service-based businesses invest everything in the quality of their work. But too often, the materials that surround it, the proposals, the welcome guides, the pricing documents, don’t match that standard. That disconnect costs you clients, confidence, and credibility.

A strong business deserves to feel as considered in its presentation as it is in its work. I help refine the messaging, materials, and client-facing experience that shape how your business is introduced and understood, so the way it is perceived more closely reflects the value behind what you offer.

“When your business is perceived the way it deserves to be, the right clients arrive already believing in your value.”
About my approach →
Work sample
What I Do

Where I can
make an impact

All services →
01 — Client Experience

Client Welcome Guide

A structured document that sets expectations, introduces your process, and makes clients feel certain they chose the right person.

02 — Press & Media

Press Pitch Deck / Media Kit

An editorial pitch deck designed to land in the right inboxes, with the narrative and visual weight that gets a response.

03 — Service Marketing

Proposal Template

A polished, reusable proposal that presents your scope and value with clarity, making it easy for the right clients to say yes.

04 — Systems

Onboarding Audit & Process Build

End-to-end review of your client onboarding with a documented system covering all touchpoints, checklists, and communication.

How it works

A considered process,
from first call to final file.

  1. 01

    Clarify

    A discovery call to understand your goals, clients, and gaps.

  2. 02

    Structure

    I map your deliverables, sequence the work, and set scope.

  3. 03

    Design

    Writing, design, and build. All in your brand voice.

  4. 04

    Refine

    Two rounds of revisions to align on every detail.

  5. 05

    Deliver

    Final files ready to use, with a full handoff walkthrough.

Selected Work

Work that
speaks for itself

View all work →
01 — Client Experience
Welcome Guide Onboarding

Welcome & Onboarding Suite

Problem: No formal onboarding existed. Clients felt uncertain and anxious after booking.
What I did: Welcome guide, project timeline, and FAQ deck, all brand-aligned and delivered as an editable PDF.
Outcome: 70% drop in pre-project emails within the first month.

02 — Press & Media
Press Kit Editorial

Press Pitch Deck

Problem: Strong portfolio but no structured editorial narrative to pitch to publications.
What I did: 12-page press pitch deck with portfolio curation, founder bio, case study spreads, and partnership tiers.
Outcome: Two editorial features secured within 60 days of the deck going out.

03 — Service Marketing
Positioning Proposal

Service Restructure & Proposal Template

Problem: Packages were unclear. Clients entered discovery calls under-informed.
What I did: Rewrote offer descriptions, redesigned pricing structure, and built a reusable Canva proposal template.
Outcome: Clients arrived better prepared. Close rate improved and negotiation friction decreased.

“Rachel brought a level of polish and intention to our client materials that we didn’t know was missing, until our clients started commenting on it.”

— Photography Studio, Toronto (name withheld by request)

From the Blog

Notes on craft,
clarity, and presence

All articles →
Why Your Welcome Guide Is the Most Important Document
Client Experience

Why Your Welcome Guide Is the Most Important Document You’re Not Sending

The gap between a good client experience and a great one often lives in a single document most studios skip entirely.

2026 Read →
The Quiet Problem With How Creative Studios Talk About Their Prices
Service Marketing

The Quiet Problem With How Creative Studios Talk About Their Prices

If clients are frequently surprised by your pricing, the issue isn’t your rates. It’s your framing.

2026 Read →
Coming Soon
Brand Presence

The Gap Between Your Portfolio and Your Process (And Why It Costs You Clients)

You invest in your visible work, but when the behind-the-scenes experience doesn’t match, trust quietly erodes.

Coming 2026 Coming Soon

Ready to elevate
how your brand presents?

Tell me about your project. I’ll respond within 2 business days.