How many times have you high fived the team, woohoo our client’s site has been delivered, only to never have contact with them again? It’s time to change this mentality and treat the delivery as the start of the client relationship. Post-delivery we can commence a customer care program – yes NO selling! Too many website clients are left unhappy with their websites or happy with their website on delivery, only for their initial excitement to wane as they realise it doesn’t really work for them. In this session Jane will share some real-life stories of clients who fall into these camps, and how the website designer/developer could have better assessed the customer experience and even upsold the client to maintain a relationship in the future. This talk is a business one helping the WordPress designers, whether sole traders or agencies, to improve their delivery of client websites and in turn make more money, scaling up their businesses. This talk will apply to other business owners in the audience too, as although I’ll be talking about WordPress website delivery, the concepts can be mostly applied to other businesses. Key Take-Away ============ Learn how to create a customer care program and gain more work from the client: * Key parts of a customer care program * Seeking out feedback * How to upsell maintenance plans * Maintaining contact to gain upgrade and referral work Presented by Jane Tweedy at WordCamp Sydney 2019

1. Website Delivered – It’s
the START of the
Relationship
Presented by Jane Tweedy
For WordCamp Sydney #wcsyd

2. Disclaimer
•The information provided is general in nature
•Seek advice for your specific situation
•Slides will be made available via WordCamp or
contact me directly
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3. Speaker introduction – Jane Tweedy
• Small business owner
How to Job Search
FAQ Business Training
Business Action Networking * NEW Penrith * next 20/11 6.30
• Business Connect Advisor
Western Sydney Business Centre
Provide four hours of advice at no cost to NSW small business
Additional hours $25 per hour to a cap
• At WSBC worked with over 990 small businesses one on one
• Former life in corporate including service roles
• Lifelong learner including many SEO, marketing and sales courses
3©2019 FAQ Business Training

4. Business Connect
• NSW Government funded program
• Available to all NSW resident small businesses
• 4 hours fully subsidised one on one business advice – NO COST to
you!
• 6 hours partially subsidised: $150 for 6hrs
• 34 hours total until 30 June 2020
including paid workshop training
Outside NSW? Business.gov.au/assistance
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5. Agenda
• The issue – bad
websites
• Who owns the website
• Seeking feedback
• Customer care
• Upsell opportunities
• Q&A
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6. The client process
• Marketing, recommended, Facebook comments, sell yourself, negotiate
terms
The pitch
• Website created, tweaked, handed over
The delivery
• Check client happy more than once, maintain contact, updates, changes
After sales service and maintenance
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7. The issue:
Bad websites
and no
customer
care
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8. Website post delivery
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Happy clients
Still happy Meh Not happy

9. Website post delivery
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unhappy clients
Still unhappy Meh

10. Website complaint – delivered poorly
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The issues:
- Delivered late
- Typos
- Fonts/colours not
as supplied
- Communications?

11. Website complaint – delivered poorly
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The issues:
- Corrections not all
actioned

12. Website complaint – delivered poorly
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The issues:
- Invoiced for ‘errors’
- Relationship
breakdown

13. Website complaint – delivered poorly
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End result:
- Client unhappy
- Will give bad
feedback
- Hampering client’s
business

14. Web host complaint – just stopped hosting
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15. Web complaints
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Complaints:
- Stuffed around
- Not doing what
promised
- Cost too high
- Wants relationship
$180/hr
- India

16. Web complaints
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- Not what wanted
- Ghosted / lack of
communication
- Site not working
(expectations)
- Site not indexed!
…. For 3 years!!

17. Does the website work?
Text too small
Products accessories show
before products
No flow
86% bounce rate product pages
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18. “Making sure your pages flow nicely
is very important to keeping your
bounce rate down and your
conversions up.”
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The irony … web designer says
Practice what
you preach?

19. Web complaints – site ‘not working’
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20. Site doesn’t work – no traffic
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21. Who does the website belong to?
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22. Who does the website belong to?
•It’s the parts not the whole
•There’s the law and there’s reality
•A website is built for a client and should morally
be theirs
•Must have some/all access
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23. b
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24. The ultimate end game
•Repeat business from
happy clients
•first/only thought
•loyal
•preferred supplier
•happily recommend
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25. Customer
care
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26. Immediately post website delivery
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•100% CARE
•Seek feedback
•Correct any
developer/designer
errors picked up
•Confirm approved to
add to email list

27. Customer care – seek feedback
• Do clients love you?
• Feedback loop
• Make improvements
• Warranty/guarantee?
• Can people assess you easily?
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28. Consider knowledge database
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•Handover training
•Knowledge base
(screencast videos via
Google Drive cheap and
easy)
•Client can update
basics easier
•Charge more in
package

29. 1, 3, 6 months and annually post
website delivery
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•Do a mini audit
- Check visibility
- Check 404s
- Traffic?
•Contact client
- Advise any issues found
- Remind about maintenance and upgrades

30. Customer care – seek feedback – again!
• Do clients love you?
• Feedback loop
• Make improvements
• Warranty/guarantee?
• Can people trial and assess you easily?
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31. Maintenance and upselling
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• Emails: Advise major
WordPress Security,
theme and plug-in updates
• Remind client can do site
maintenance (for a fee)
• Can do upgrades (fee)
• Other services

32. Anniversary acknowledgment
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•Good chance to say happy anniversary
•Websites date
•Keep in mind
•Some stats
•Changes …
•Ideally small gift/service offer –
maybe mini audit (do anyway)

33. Summary
• Plenty of people delivering unhappy clients
• Don’t be one
• Pick up unhappy clients!
• Feedback
• Genuine customer care call
• Mini audit
• Maintain client contact
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34. Homework
• Review your onboarding process – set up for success
• Possibly adjust package prices
• Create feedback surveys
• Create customer care program
• Implement customer care program
Like us on Facebook for further tips and training
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35. Q&A
Jane Tweedy, Founder & Lead Trainer
FAQ Business Training
training@faqbusiness.com.au or 0490 122 041
Thank you for participating today!
Like us on Facebook – facebook.com/faqbusinesstraining
Or LinkedIn linkedin.com/in/janetweedy or
linkedin.com/company/faqbusinesstraining
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36. Remaining
2019 Training
https://faqbusinesstraining.
com.au/upcoming-events
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