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.

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

9. and
Elevate
Educate

10. Before You Work

11. bsea.co/wp-kickoff
Kickoff Meeting
first things first:

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

21. practice
client-proof development
bsea.co/wp-client-proof

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

24. and
Documentation
Training
Enable your clients with

25. Help & How-to’s
bsea.co/wp-help-plugin

26. screencasts

27. Make it pretty
bsea.co/white-label-cms

28. At Launch

29. nothing beats
bsea.co/wp-join-me
training!

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

35. friendly & useful
follow-up

36. 6 Months later
performance review
bsea.co/wp-website-grader

37. Satisfaction?
Delight!

38. Thanks!
@andigrahambsd
bigseadesign.com