This document discusses how to empower clients to use their WordPress websites while also protecting the site from being damaged. It suggests finding the appropriate level for clients, providing thorough instruction over multiple sessions, creating documentation like manuals and FAQs, using protective plugins, and charging higher rates to fix any issues caused by clients. The goal is to educate clients enough to use the site while also discouraging actions that could break it.

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!