To make the task a little less daunting, I set up a repeatable process that I follow each time a client emails me with an update or maintenance request.
Even though completing site updates for past clients can be tedious, I consider it an opportunity to re-connect with my clients and nurture that relationship.
As referrals are a major part of my business, I do everything I can to keep past clients happy!
In this #designscope, I walk you step-by-step through my process for managing client site updates.
This #designscope covers:
- how and when to reply to maintenance requests
- a step-by-step process to managing client site updates
- what I do before I work on client sites
- back up plugin recommendations
Skip to minute 5:00 to get right into the meat of the topic! The first five minutes are a bit of a welcome and chat with periscope friends.
Do you have a plan for managing client site updates?
Here’s what I do:
1. Reply right away with a short email that summarizes what they are asking for and asks any clarifying questions.
This not only “buys me some time” while I wait for their reply, but it will also help me craft a better quote for the service in my next message.
The Process Hack online course includes 2 ready to copy & paste, scripted templates for maintenance work!
2. Send an invoice with an expected completion date.
Once I have the information I need, I can craft a quote and give the client a timeframe for completion. For lower priced services, I will often just send my clients a link to my Maintenance Work & Tip Page that has a PayPal pay button. For higher priced services I will open Wave Apps and send out a true line-item invoice before I complete the work.
Never do work without being paid first. You can always add on a second invoice later!
3. Complete the updates.
I will notify the client before I start, and then complete any work they’ve asked of me. Additionally, I update any plugins and take a backup of their site (for those without a managed host like Flywheel). I don't charge extra for these last two items, I consider it a bonus and also a fail safe.
4. Send a completion/congratulations email.
Finally I send out an email that outlines what I’ve completed, any bonus service(s) I completed for free, and any notes for the client about next steps.
Maintenance work can often be frustrating because it seems like a big headache for little profit. Just remember:
Happy clients refer new clients!
By completing maintenance work, you are also nurturing that important client-designer relationship.
If you feel bold, you might even ask your repeat client if they know of anyone needing a new design. It doesn’t hurt to ask!
- The Process Hack
- The Ultimate Flywheel Hosting Review for Designers
- WP Database Backup
- Updraft Plus