It's the Little Things: Creating a Delightful WordPress Experience for Your Clients
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It's no longer enough to simply do your job; to keep clients happy and coming back for more work, you need to delight them. This is an overview of the things we do before, during and after launching a WordPress website that help make the entire experience delightful for our clients.
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It's the Little Things: Creating a Delightful WordPress Experience for Your Clients
- 1. It's the Little Thingscreating a delightful wordpress experience for your clients Andi Graham @andigrahambsd Presented at Wordcamp Tampa 2015
- 2. I’m Andifrom Big Sea. @andigrahambsd | bigseadesign.com Hi there!
- 3. We|Clients
- 4. 504 =wordcamps worldwide 10,000sof nerds who want your jobs
- 5. Nope. I am a unique beatiful &
- 6. delighted. your clients need to be
- 7. frame the relationshipClients are not the enemy.
- 8. • Always be timely. • Always listen. • But give them what they need (not always what they want) • Give them little things when they don’t expect it. 8 Principles of Customer Delight • Give them a point of contact. • Give them space. • Have policies, but be flexible. • Always tell them how you will help them. bsea.co/wp-principles-of-delight
- 10. Before You Work
- 12. 1. Who Introductions & Roles Approvals & Changes 2. What Scope of Work Review 3. Why Strategic Approach & Goals Measurable Criteria Target Personas Aesthetic Content & IA 4. How Our Process Project Plan & Milestones Logistics
- 13. The project plan bsea.co/wp-project-plan 1. What 2. When
- 15. During the Work
- 16. don’t disappear! Weekly Reports • What you did this week • What you’re doing next week • Any issues / risks / blockers • Anything you’re waiting on or need • Budget / timeline updates
- 17. and Enable interaction Involve the client
- 18. teach your clients how to give helpful feedback bsea.co/wp-feedback
- 20. 1. What it is Style tile? Wireframes? Full page comp? Cool functionality? 2. What to pay attention to “Look at this, not that.” 3. Explain thoroughly Give creative reasoning, limitations of functionality, rationale behind it all. 4. Frame feedback Be honest but clear; consider your users; foster a discussion around solutions, not a list of changes. bsea.co/wp-feedback
- 22. 1. Use a child theme Give your client the benefits of proper theme upgrades 2. Use Advanced Custom Fields Keep managing complex data easy/ by adding custom fields; consider premium add-ons 3. Embrace shortcodes They’re harder to screw up and give clients the ability to use complex layouts 4. Use only reliable plugins Well vetted, reviewed & supported; include security & backups
- 23. In the Admin
- 26. screencasts
- 28. At Launch
- 30. Don’t forget the details bsea.co/wp-launch-checklist launch checklist
- 31. Appreciate your client? Show them! bsea.co/wp-gift-ideas
- 32. Handwritten thank-you note Customized cookies Flowers or plants Regional/specialty gifts Coffee or tea Personalized to their tastes
- 33. After Launch
- 34. 30 days of no questions asked support
- 36. 6 Months later performance review bsea.co/wp-website-grader