It's possible to protect your clients' websites from themselves. It's not easy - but it can be done!

1. How to Empower Clients to Use their
Websites – and Client-proof them at the
Same Time
with MICHELLE AMES
@michelleames

2. About Me
• Using WordPress 10+ Years
• Founded WordCamp Rochester
• Launching WPCoffeeTalk
• Author, Blogger, Serial Volunteer, Words With Friends Enthusiast, 11th Hour
Expert, Public Servant, Mother, Cat Staff, Podcaster, Coach, Photographer, Yadda
Yadda Yadda…
@michelleames
Shameless Plug > >
>

3. Empowering Clients to Use their Sites…
and Client-proof them at the Same Time
What if I told you…it’s possible?
@michelleames

4. Spectrum of Clients
I can barely use a cell phone Anyone can use
WordPress
You do it all I’d do it, but I don’t have
time
Sweet Spot
@michelleames

5. It Takes a Little Finesse
• Appropriate user level
• Make them listen
• Give them instruction
• Layers of learning
• Find good resources
• Proper warnings
• User manual
• FAQ
• Good plugins
• Charge to fix it
@michelleames

6. Appropriate User Level
• What do they WANT to be able to do?
• What do they NEED to do?
• Will you still be involved at all?
• Who in the organization needs access
and what will they be doing?
@michelleames

7. Make Them Listen
• Make sure they understand that it’s not easy to “break a website,” but that it happens
• Explain what areas they should use (pages, posts, forms, etc.)
• Explain what areas they should never get into (theme editor, plugin editor, settings,
etc.)
• When all else fails…money talks…explain your hourly fees to fix a site
• Regular fees….money
• Fixing your mistakes…money3
@michelleames

8. Give Them Instruction
• Require no interruptions
• Cell phones off
• No checking email
• Full attention
• Only instruct them on what they need to know
• Answer questions honestly, but with appropriate warnings
@michelleames

9. Layers of Learning
• Set up 2-3 meetings to teach them how to use their site
(smaller chunks to be able to process more information)
• Build on what you’ve shared before
• Connect the dots
@michelleames

10. Find Good Resources
• W3Schools
• Local Meetup
• WordCamps
• WPBeginner.com
• Lynda.com
• Udemy Courses
• WP101.com
@michelleames

11. Proper Warnings…Seriously
• Be clear in what you mean
• Provide the “WHY”
• Explain what happens “IF”
• Hackers, and errors, and white screens…oh my!
@michelleames

12. User Manual
• What does that look like?
• Digital (yet printable)
• Branded
• What should you include? Directions for:
• How to run a backup first
• Adding/Editing Pages and Posts
• Adding Media (and how to use alt-tags)
• Include links to your references
• Include your emergency pricing & contact
@michelleames

13. FAQ
A nice handy quick reference
list
• Don’t Panic!
• What the different plugins do & how to
use them
• Basic editing
• How to add a form
• Basic SEO steps
• How to backup your site
• Importance of updating
• Page/Post Revisions
@michelleames

14. Plugins
• User role management
• Backup plugin automation
• WP Rollback
• WP101
@michelleames

15. Charge Appropriately To Fix It
• Contract it
• Don’t take pity
• It’s not your emergency
• Their mistakes are your next night out
• Charge 2-3 times your normal rate
@michelleames

16. MISSION: NOT IMPOSSIBLE (JUST NOT EASY)
@michelleames

17. @michelleames
Michelle Ames
• Head of customer success,
Impress.org
(Give, WP Business Reviews)
• Podcast: wpcoffeetalk.com
• Website: worksbymichelle.com
• Twitter, Slideshare, Instagram:
@michelleames
Thanks for having
me!