Does this scenario sound familiar?

You just completed a beautiful website on which you’ve spent more hours than anticipated and that you’ve poured your heart and soul into for the last couple months. It’s live, you’re proud of your hard work and you’re eagerly sending people to your clients’ brand new website. You get ready to take a screenshot to create a portfolio project page on your site then suddenly, your dream turns into a nightmare….

You view the site only to realize that the client had dumped 3 paragraphs of text into the home page hero section completely throwing off your design, ruining your hard work in planning out the intentional homepage design and suddenly, you start resenting giving your client access to the site even though they just paid you in full and rightfully have access to what they paid for.

You’re conflicted, mad, a little sad for what you know the design should be and you’re not sure how to go about things moving forward.

In this episode, I share my top tips to help you with how to handle and prepare for clients who want to edit their websites.

In this episode:

00:46 – Triggering nightmares
05:06 – Have a backup
06:15 – 1) Proposal & Planning
06:58 – Who is editing
08:12 – Are they tech savvy
11:02 – Plan to train
12:23 – Account in proposal
14:34 – 2) Manage & fulfillment
14:55 – Access timeline
16:39 – What type of access
20:00 – Create processes
21:27 – Test before live
22:50 – 3) Empowerment phase
23:20 – Client resource page
24:51 – Custom dashboard
26:50 – Solidify SOP
27:54 – Clear support offer
29:34 – Client follow-up
32:22 – Resources
32:58 – Business course

This episode sponsored by Josh’s Business Course

Featured links mentioned:

Episode #126 Full Transcription

Josh 0:15
Hey, friends, welcome into Episode 126. I’m going to give you a heads up right now, this episode is a little bit different because it requires an MA rating. That’s right, this episode is for mature web designer audiences only. And it’s because we’re going to be talking about a subject that is likely going to cause maybe some flashbacks. Might trigger some scary ruffled feelings, it might trigger some nightmares that you’re going to have as a web designer, and it’s all because we’re going to dive into the topic of clients editing websites. We’re going to talk about how to hand over your websites to clients if they need access to them.

Josh 1:00
But in all seriousness, and more importantly, I don’t want to I don’t want to dog clients, a lot of web designers do. I’m a part of many web design forums, and I left and right, it seems like I see web designers just dogging and bitching about their clients. That’s not what we’re going to do here. But we are going to dive into how to practically handle a website hand off for clients who want to either post blogs on their site or do minor editing. And more importantly, we’re actually going to talk about how to prepare for it that’s like, that’s half of the equation is to actually prepare for handing off your websites. And then we’re also going to talk about how to empower your clients moving forward. Because this is a really, really important thing. If you have not had this happen yet, you will if you’re early in your journey, and you haven’t had clients who want to edit their own websites, Count your blessings now, because here pretty soon you’re going to have a client that’s going to want access to their sites. And there is a big difference between clients who want to have access to all their stuff. And then clients who want to actually edit their website.

Josh 2:01
We always give all our clients full access to their sites. But for clients who want to post blogs and want to edit pages that requires a lot of planning, and some intentional and skillful handoff tips, and that’s what we’re going to cover in this episode. And we’re going to start with a bit of a story because let me know this sounds like you spin I said nightmare earlier. So let’s, let’s pretend like we’re having a nice dream. Right now we’re having a nice stream, you just completed this beautiful website, you spent more hours than you anticipated on it, you’ve poured your heart and soul into this thing, maybe over the last couple months. And all of a sudden, you’re done. It’s live, you’re so proud of your hard work, you get paid, you’re eagerly awaiting people coming to your client’s site. You’re sending traffic there, your interior telling your client how to promote it. And then you get ready to go to the website to take a screenshot of it. So you can put it on your portfolio, excuse me portfolio page. And then suddenly, this dream turns into a nightmare. And you know why? Because you view the site. And you realize you gave access to this website for your client. And they have dumped three or four paragraphs of text in fonts that don’t match the website in wacky colors that don’t match the brand. And all of a sudden, your homepage and the hero section that you work so hard on is completely thrown off. And your design is basically ruined and conversions are automatically going to come to a plummeting halt, right as the site is launched. Because your client went in and dumped a bunch of text and ruined the design.

Josh 3:43
I say that in in a little bit of again, a kind of flashback pain because this is exactly what happened to me a couple of times, before I knew how to prepare and handle website handoffs for clients. And I think more than anything when you get into this situation. I realized like eventually that this was on me, I should have better empowered my client. Again, we’re not in this episode just to dog clients. They’re the one paying the bills. And quite frankly, if you’re going to pay a few grand for a website, you should have access to it if you want. I’m totally on board with that. But I had to mature as a web designer and quite frankly, as a person to get to that point.

Josh 4:26
Initially, and I’m sure you’ve felt this if you’ve been in this situation or maybe you’re feeling this right now if you’re going in this situation. You’re probably feeling conflicted because you realize maybe I should have trained them. Maybe I you know, maybe I didn’t know where they were at or what they were going to do. You’re definitely probably a little mad because you’re like, Are you freaking kidding me? I worked so hard on this homepage design, and then you just ruined it. You just ruin you ruin the design completely. And then you’re probably a little sad. It’s like man, this was my baby. You know, we like we crafted this this was so intentional. And now I don’t even want to send people to it. Now I can’t even use it on my portfolio side note, you can always do revisions in WordPress. And hopefully you have a backup.

Josh 5:08
This is something I teach in my process course, by the way, you always want to take a backup, here’s a free tip, take a backup of your website when you get it ready for launch. That way, when you launch, if this happens, you’ll have a backup, there’s a little free tip before we get started. But let me that so this is the Prop, right? This, this is the problem, we’re now in a very tough situation, because we need to talk to the client about what they did, it may require, essentially a bunch of free work on your end and a bunch of free time because now you have to convince your client that hey, four or five paragraphs of text is not the best way to go right on the top of your homepage. So now we’re in, we’re in a troublesome spot. And what I want to do is guide you through how to handle this, how to prepare for it, and how to handoff your projects, we’re actually going to do this in three parts.

Josh 5:53
Part Number one, we’re gonna talk about the proposal and planning phase, part number two, we’re going to talk about how to actually handle this during the project management and fulfillment phase. And then part three, we’re going to talk about how to hand the website off. And the word I want to use there is to empower. You want to empower your clients and want to train them. So they know not to do that. And we know exactly what to expect.

1) Proposal and Planning Phase

Josh 6:15
So number one, let’s dive into the proposal and planning phase. First of all, before a client moves forward, and before they even should get a quote, you should immediately find out if they want access to their website, and what type of access they want. This is going to be huge for clients who are blogging, for sure. But then again, there are clients who are going to want to make basic edits, those who are maybe a little more tech savvy and can get around, or who can learn pretty quickly, you’re going to want to know where you know, what do they expect and what they want. And we’re going to talk about whether they should but edit their websites here shortly. So that’s number one, you want want to find out what kind of access does this client want?

Josh 6:58
You also want to find out who is going to be editing their website? Is it going to be just the primary contact that you’re working with? Or is it going to be somebody else, I have horror stories in this website, or excuse me, this, this episode is scary enough. So I’m not going to make it any worse. But I have had websites I’ve built in projects that have gone great during the build period, and then I launched them. And then when I train the person to edit them, I find out that it wasn’t them editing the website, but they have a team, or they have an admin who’s going in. And that’s when stuff can get really hairy is because you may train your client a little bit. But if they just hand the website over to somebody else, suddenly you’ve got an intern or a junior or somebody else in that organization who has no idea what they’re doing, who you never talked to, and who was really messing things up. And again, I’m having personal flashbacks of projects where this has happened numerous times.

Josh 7:56
So the next point in there is you’ve got to find out who is going to be editing the site, because this is all going to come into play in the proposal. So your training may not just be for one person, it may be 14. So that requires a different strategy with how to train them.

Josh 8:08
The next one here in number three, you want to find out where these people are technically, are they advanced again? Can they learn pretty quick? Or are they the type of person who just shouldn’t even be allowed to be on a computer or shouldn’t be allowed to be near the website? And this can be tricky, because if you do have somebody like that, you may have to be a little more stern and say, Listen, you know, we can we can let you you have certain access. But this requires some skill set. And it requires some time and I just feel like you know, maybe you’re not suited for that, or it’s just going to be more trouble than it’s worth, you know, why don’t you just focus on what you do best and then leave the website updates to us or, or we can work out somebody to help.

Josh 8:51
I once had a guy who I sat down with are two people who I was going to give access to this website it was for this Corvette club years ago. And when I built the website, I went in to show them how to post like pictures of their cars and stuff like that. They were two people. One lady, she was she was older, but she was awesome. She was really savvy. She was a quick learner, she really was great to work with. But this other dude who insisted that he helped edit the website. He sat there and he was like, after I showed them the walkthrough, he was like, Alright, how do I get my pictures from my phone on my computer? And I was like, Oh, this is not something I am being paid to do. So I essentially have to remember what I did in that situation. I was like, God, this is this is a nightmare. Like this is like we’ve got somebody who’s savvy and who’s learning fast and I would actually really enjoy working with and we’ve got somebody who fits the mold of you shouldn’t even be allowed to be on this to be any of this website. I think what I did in that case was I told the main gal that Listen, I was like I really think you should do all the ads. It’s like he can report to you, basically, you can help him out with getting the content, but you handle the website directly. And then I essentially just gave her access.

Josh 10:08
So that’s kind of how I avoided that. But you’ve got to find that out, you’ve got to find how many cooks do we have in the kitchen? And where are their levels of technical knowledge. And I actually have this on the initial proposal or the initial form for requesting a proposal. And those of you who have been through my business course, you’ve seen how I walk you through this, but I’ll say this as a free tip for everyone. You shouldn’t have a forum where people basically request to get a quote, and one of the little fields I have in there is, where are you technically, and I have a little checklist where it’s like, I’m really savvy, I might know more than you. I have one that says I can learn pretty quickly. And then I have one that says I shouldn’t be allowed near a computer. And it’s I love when people check that because that tells me All right, I’m going to be doing the edits, and we’ll get them on our maintenance plan to handle that. So that’s pretty cool.

Josh 10:59
So once you have all that information, then comes the step of number four here actually planning out the training. So again, the type of training that you produce and resources to to empower your clients are going to be completely dependent on the needs, how many people are going to want to have access, who is going to be doing the edits? And what type of edits are they going to be doing on the site, if they’re just going to be posting blogs, then that’s actually almost the easiest thing, because you can have some training videos, and we’ll talk about this later on, that are just basic training videos that people can refer to. So you don’t have to do a custom video every time.

Josh 11:36
But if you do have a project where somebody wants to do that, or maybe or maybe like, I remember, I did a site for a realtor and we had a custom template set up for them for training, will that require further blog, like certain upcoming listings and stuff that required custom training, and I had another client that was a land real estate like auction company. And that one required a lot of custom training, because it was a very custom post type type of setup on their website to where they were posting auctions. And there was a couple different tools working together. So that all required some custom training outside of just the basic training that everyone could access, which is like, you know, what basics of WordPress post. Here, you know, here are the tools we use that kind of stuff.

Josh 12:22
And the trick is the final point in this first kind of stage number one proposal and planning phase is you’ve got to account for this in your proposal. So you’ve got to make it a deliverable. Do not be afraid, my friends to make a line item on your proposal that is for client training. I wish somebody would have told me this earlier on because I can’t tell you how many free hours I worked training clients on how to make edits to the website. And then it dawned on me, I just spent like freakin 10 extra hours on this back and forth with a client sending some videos meeting with them one on one. And then the real problem was because I didn’t make any sort of like templates or trading videos, I said the same thing over and over and over and over again.

Josh 13:11
So make it a blue deliverable. First of all, don’t be afraid to do that, on your proposal. Everything that I just lined lined up for you and outline, as far as find out what kind of access do they want? Who’s going to be editing the site? Where are they technically are they going to require a lot more hand holding and more custom in depth videos? Or are they going to be pretty savvy and pick it up. And sometimes they might need different types of training, some people tend to like to read more than watch videos. So if they’re going to want a PDF or some sort of, you know, standard operating procedure, then that’s going to be needed need to be factored in there as well.

Josh 13:46
So it’s almost like a little mini project within a project. And you’ve got to make it a deliverable, it should be a line item. And don’t be afraid to charge 2,3,4 or 500 bucks for this stuff. Or if it’s for a team, and you’re going to be creating a lot of custom videos, I’ve had training that have got into $1,000 Plus, because it’s that valuable for some of these sites. So it’s got to be a deliverable. And clients should expect that and just make sure if they have any questions, just let them know. I don’t want to just make you a website and then have you just try to figure it out, I want you to be fully empowered, your client will really resonate and understand that and they’ll appreciate that too. Instead of you just handing them a website, a login, and they’re like, I don’t know, what is WordPress? What is Divi what, what is all this stuff. So empower them, which is what we’re going to get to shortly. But first, let’s dive into the second stage here.

2) Project Management and Fulfillment Phase

Josh 14:34
Number two, we’re going to talk about how to how to handle all this during the project management and fulfillment phase. So we’re going to talk about, like how and when they’re going to access the site, the different type of functionality for limiting access all that stuff. We’re gonna dive in now. So five more points and this one here for you.

Josh 14:52
First of all, you do have to plan and let them know when they’re going to have access to their site. I had a lot of clients Who and like the first phase of the project were like, hey, I’d love to get into my site and start playing around. And we were only like halfway through with the build. And I always let them know, I’ll give you access before we go live. But we have to have the site further along. And I’ve got to get some basic training created, in recorded before you can have access. And I said, there’s no sense and you’re getting access to something that we may change, or that you may change during the design period and development period.

Josh 15:24
So depending on again, it depends on the setup, because there are certain clients who might want to get familiar with blogging and have a handful of blogs posted before you go live. And that’s where if I get the homepage, pretty much done and a lot of the sub pages and then we get the blog ready, if they’re just gonna post to the blog, then often give them access and go ahead and get some training in place. Or if they can just watch our standard training videos, they can get in and start going with that. They can always refine those posts as we wrap up the site and as we go live, because there are some times where you don’t want to generally do your training right before you go live. Because you don’t want to have like a website hanging and being delayed going live because you’re waiting on your clients to get used to the website. So you don’t want to get the website live, do your training, and then have to wait three weeks to launch it because your clients tinker around with blog posts, you want to, you know, line that up very intentionally. So you do have to plan out how and when they’re going to have access.

Josh 16:23
Now, speaking of how, obviously, with WordPress, you just give them a login with ideally a secure password. And then you want to save that password and LastPass are something that you’ll have to be able to give your clients to refer back to and we’ll talk about a tool for that as well. But when it comes to what access they have, this is where there’s a lot of different tools for this as far as limiting client access. For those of you who are new to WordPress, if you’re not familiar, you can basically just assigned clients a lower role. So they could just be instead of having an admin account, they can be a subscriber or there’s different, you can often make them an editor so they can get to most of the site. But maybe they can’t get into the theme functions, or some of the stuff that can literally like take a site down. So you definitely want to you want to do that.

Josh 17:14
And then in the case of like your actual builders, I use Divi so that my theme of choice is Divi. And I know with Divi, what’s really cool is they actually have a whole section of like Client Access limitations, you can really limit your type of access. So that’s, that’s a big one, you want to be able to limit that. Now, with all this in mind, when you think about limiting access for a client, you actually have to build the site with this in mind.

Josh 17:44
So maybe I should have said, you know, keep this in mind before you give them access. But it is good to think about what type of levels of access you want to restrict or give your clients. And then as you build your website, make sure you build the website with that in mind, because again, that is crucial you if you’re building a website, and you go really hand with CSS and classes and IDs, and some really intricate design, and then you hand over that website to your client. And they’re like, I don’t like I created a button that looks completely different. There’s no documentation on this. I don’t even know what I’m doing. You can’t really blame your client, because that’s on you that wasn’t well planned out. And you didn’t find out exactly what your client wanted to do.

Josh 18:26
Now, if your client overstepped the boundaries on what you set out for what their role is and what they can do, then sure you can step in and let them know, Hey, we, you know, I can give you more advanced access, but that’s going to require additional training, custom videos, etc. But longer sort of is, as you think about how you’re going to limit access for clients, you need to build that website with that in mind. That way, you know, I can make the homepage wild and really customize with code and stuff if I want to if I’m going to be the one who’s editing it. But and that would be like if your clients just working on blog posts, but if your clients getting into several pages, you want to make sure you make things somewhat if you can user friendly for them, or just tell them don’t edit the front page will edit the front page, you can edit the service pages and your about page and team page and stuff like that when needed. But we’ll do the actual stuff.

Josh 19:18
And let me just say something to that will make you guys feel better if you’re feeling really worried about clients editing their websites. And that is I found most clients started editing their websites. And then they would immediately go to me and be like, Hey, I just don’t have time for that. I don’t have time to learn Divi and WordPress, I’m just busy. Can you just do it. And it can be a great upsell for additional work and retainer hourly work. So it actually can be a really good upsell if you empower your clients. So sometimes the hard work that goes into empowering your clients can actually be an upsell later on the road for you and they won’t even do it.

Josh 19:53
Now, once you have the build in mind with your clients and their access and you know when they’re going to get access. You do have to start creating some processes. And this is where you can do a lot of this when the site is not completely done. I mean, obviously, it kind of sucks to do like a walkthrough of the site isn’t done. But if it’s just a matter of like some customizations with post types and stuff, you can just let your clients know, we’re still wrapping up the design with this. But here’s what you’ll do, as long as you have that in place.

Josh 20:21
And you can create these type of processes. Well, practically, you can use Loom. That’s what I use for short videos, I would not do Loom videos for super long videos sometimes loom, and I’ve had timeout problems and stuff with it, or it doesn’t, like, I’ve recorded 20 minute videos before in Loom, and then it doesn’t export all the way and it’s just lost and you know, the interwebs. So what I would do is use something like ScreenFlow for Mac, for longer training videos, and, and custom videos, you can also use Camtasia, for those of you who are on Windows, but record those videos, and you’re just gonna have to start thinking about creating processes with this stuff.

Josh 21:01
You can host those videos privately on like Vimeo, or Wistia, I wouldn’t recommend putting them on YouTube, even unlisted because people can still access those. So you want to try to keep those private. And then you can drop those in a standard operating procedure that you might set up with like Google Docs, or the next section here, I’m going to tell you about some other tools I use. So you can actually put all this stuff in the dashboard of the website, which is really cool.

Josh 21:27
And then once you have all that ready, you do want to test before you go live. So again, this is when you would have worked out with your client that I’m going to give you access like one week, before we go live, I generally wouldn’t do more than that, it’s going to force the client to get going with it. And then you can always tell them, Look, we’re going live, we set our deadline, we’re going live on this date. If you need more time, then we can just either do like a staging site, a duplicate site, or they could just do a post and save it as a draft just so they could get used to it. Or they could publish one and you could set like a test category that wouldn’t go on the site. So you can always do that. But you definitely want to test before you go live.

Josh 22:07
I made the mistake early on of launching a site then giving my clients access and then doing all the videos. And then you can guess what happened, right, they would start messing stuff up. And I was like, shoot, I should have trained now. I mean, some of it was on them. And some of it was on me, I was like crap, I should have told them about this or about this. And now you know, we’ve got a live site that’s got projects in the wrong category or stuff like that.

Josh 22:30
So you want to make sure just to recap this section, real quick plan out when they’re going to have access, build the site differently, or limit their access, depending on what they need to do, you need to build the site differently depending on that access. And then once the site is built, create your processes and videos, we’ll talk about where to host those next, and then make sure you test before you go live.

3) Empowerment Phase

Josh 22:50
Which leads us to the final phase here phase three, stage three, I think I’m using like phase, stage and part all together here. We’ll say phase three, which is the handoff. And again, empowerment phase. That is the word empowerment, you want to empower your clients. And again, even if they don’t do it for that long, they’ll be so appreciative that you really took the time for them. And if they have a team, this is crucial. That way, they don’t come back to you every week for a new client or a new team member they added.

Josh 23:20
So first off, as I mentioned previously, I recommend having some sort of client based resources page. And you can actually see this, I am going to get into some links here, which we will have in the post for this episode at Josh Hall co slash 126, which is one to six, I will have all this length, because we are going to cover some tools. So first off, I have a client resources page that we use for all of our clients. That you know my I did sell my web design agency last year. So Eric, my CEO is actually working right now on like some new resources videos, but we are going to keep this old resources videos active forever, because it’s still currently what we send clients to, you can actually go to that if you want to see it live. It’s in transit

Josh 24:09
While it is a public page, we do have a DNX from Google. And, quite frankly, if somebody stumbles on that, it’s not the end of the world. It’s just basic videos. And I just walk everyone through base like the tools that we use. So we use Gravity Forms. I have a basic video on that there’s a basic video on SEO, posting blogs, little video on like Divi what it is what WordPress is how to use WordPress, a little video on Google Analytics, just some basic tutorials that I found myself again, repeating over and over for clients. And this is great because you don’t have to repeat yourself over and over. And I’ll tell you right now it looks awesome. It may really makes you look like an authority. If you have excuse me a client resources page for them.

Josh 24:51
Now, in the cases where you do have custom training, which is going to happen and you maybe create some custom post types or like I mentioned her We are the realty client that had like a featured upcoming listing. That’s where you want to make custom videos. And you can again store them in a private place like Vimeo or Wistia. But the question is, how do how does my client remember how to get to these videos, you could create an SLP in a Google doc or something like that. But when it comes to videos, and links and logins often and stuff like that, you can actually put that in the dashboard of WordPress, there are some free plugins, you can just google dash like custom dashboard and WordPress.

Josh 25:33
I actually wrote a post about this on the Elegant Themes blog a few years back, I’ll link to that in this post as well, where I write about some options for creating a custom WordPress dashboard using a free plugin. Now what I use as a Divi user is a plug in from my Tim strife ler or my friend Tim Strifeler at Divi life, which is called Divi dashboard, welcome. It’s like it’s only like 22 bucks, it’s super cheap. And then you can get licensed for unlimited sites if you want. But what’s great about that is you can use the Divi Builder, and you can set it to show right when people log into their website.

Josh 26:08
So I’ve done this on countless sites with custom videos, to where I’ll essentially have it set up like they login, and then depending on what role the user has, they will see those custom videos and then I’ll just label the videos and maybe give like a timestamp on the video of like, here’s how to post blogs. With your site here is how to set up these featured listings or here is how to set up these like auctions by day and by time and how to do all that that way. Clients can refer to that. And again, if they have a team, they can send them to that. And then often on those pages, I will additionally have links to my main client resources page, and then any special links that wouldn’t need to be in there.

Josh 26:50
Now, I mentioned having some sort of SOP like a standard operating procedure, I would still recommend doing that on advanced sites that would just have kind of a combination of all that. Now in this case, you could just easily link those videos in there, you could have like a, especially if you have a lot of different trainings, you could just have a Google Doc, that’s even in the dashboard, if you want that would have maybe a little more written information and guidelines and maybe a little more documentation, if you wanted, you can always do that, you could do that on a Google doc and secure it or you could have some sort of internal document, however you want to do that is fine. But you definitely want to have some sort of either custom dashboard with everything in there that way instead of your client saying, Hey, where was that video, they just log into their site, and there it is, or a document that you can keep saved and just, you know, give that to them and just say, hey, bookmark this, here’s your standard operating procedure for your site. And then if you find yourself having the same type of operating procedures, just make that a template and replicate it for all your clients and just swap out the right videos and the direction. So that’s a biggie.

Josh 27:54
Now, when it comes to offering support for your clients moving forward, one of the most important things you can do is to offer very, very clear support options. And this is where having a maintenance and hosting plan is going to be key because I always recommend you have recurring income through a maintenance plan. And one of the big benefits of that for your client is that they should use, I recommend, you should have like up to an hour of edits or up to a half an hour of edits per month for clients. And then they know if they’re going to edit their site or post some stuff, they can reach out to you for quick support ongoing.

Josh 28:33
And if it’s something where you have a really need a client that’s doing a lot that might require additional support and some additional hours. And what I would do is either include that in your maintenance plan, like if it’s a really needy client that has a team of people and you know, they’re going to need at least two or three hours a month, just work that out with them where you’ll say, listen, normally I sell my time for retainer blocks have this amount of hours, since we’re going to be doing this a lot month to month, or maybe we just need to do it for a few months since the site just went live. Why don’t here’s a custom plan, you know, I took 25% off what I normally charge for this. And you can get us up to three months, certain amount of time per month to support you.

Josh 28:33
Now, it’ll go a really, really long way. But the trick is, it’s got to be clear. Because if you just send the client on their way, they’re going to reach out to you with questions. And if you don’t have them on a maintenance plan, and you’re not billing them for your time, suddenly you’re 24/7, support person for free. And personally, that doesn’t sound like a hobby that everyone’s interested in. So you want to avoid that.

Josh 29:34
And then finally, the last one in this little third phase here is to follow up shortly after a launch and just ask how’s it’s got, how’s it going? If you show you care, it’s going to create trust it’s going to get I mean, honestly, you can get a client for life like that. And while it might seem kind of costly, like you’re basically asking for support or to help somebody that is again what will build the foundation for a client for life because when you launch a site and you’re working with somebody who’s editing their site, it is going to be more time intensive in the beginning, but as they learn it, and as they get better you like that period after you launch the site, if you stick with that word empowerment, and you empower your clients, I promise you that will that will set the groundwork for a relationship that can last years. And that can really build and be your bottom line as far as your recurring and hosting because they’re never gonna want to leave you.

Josh 30:27
They’re like, you know what, Josh and his team, they were awesome. Like, they really empowered me. I still have a lot to learn, but I get it. They’re, they’re helping me with the website, I Why would I want to leave them and that way when an SEO or digital marketing company comes to them, and says, Hey, we can boost your SEO rankings for this, this, this will will take over your website to, it’ll be like, Well, listen, I’m interested in some digital marketing, but there’s no way I’m leaving my web designer, they’re there. They’re my, my crew. They’re my support, you know, they’re there. They’re the ones who have helped me with this website and have empowered me. That’s where you can create a client for life. And you can kind of bypass those digital agencies who are going to try to come rip them off or take over the website. So nothing against all digital agencies. I know you’re all not bad, but you know, you know, I feel about that. I just had an episode recently on that.

Josh 31:14
So anywho phase three. The final points on this one have a client resources page for basic tutorials go to in transit if you want to see mine, for some inspiration, you can rip it off if you want. Well, don’t take the actual videos, but you can, you know, use it as a framework. Custom dashboard. There’s some free options. I use Divi dashboard welcome by Divi life, you might consider having some sort of standard operating procedure on a Google doc or internal document with stuff that’s like listed out if need be, offer very, very clear support options that way clients know what are they going to what’s expected also, where should they contact you? Should they text you about website updates? Probably not. But if you have a like support at your business, have them email that or have them email you or have them posted in Basecamp or Asana, or wherever you’re managing them. Make sure it’s very clear the lines of support and ongoing stuff, and then just follow up with them shortly after the site’s been live just as how it’s going. Can you give them some extra training and hands I promise might seem costly. But some of those strategies that seem costly when they’re customer focus can really pay off.

Josh 32:22
So a couple of resources I wanted to mention that we kind of already skimmed through, but I want to make sure you have access to again, go to the post for this episode. It’s Josh Hall co/126. I do have all these linked, including my post on Elegant Themes about creating custom WordPress dashboard, the Divi life plugins, they’re my client resources pages there. I’m also going to link to a page or a post on Elegant Themes about how you can use the Divi roll editor to prepare for client handoff. So those of you who use Divi, I think will find that really insightful.

Josh 32:58
And then lastly, if you didn’t already know, those of you who have been through my business course, this probably all sounds familiar, because I actually dive into this in even more detail in my business course. So if you’ve heard about my business course, and you might be wondering, what’s that all about? Like what what’s in the business course? Well, I’m trying to market it as best as I can. But it’s jam packed full of all of this stuff, like everything, from sales, to marketing yourself to your website itself to onboarding to client lead gen to project management, to handing off your websites to clients, just like we talked about here.

Josh 33:36
All this is intertwined. And included in my web design business course, if this is the kind of thing you need help with, and you’re trying to do it on your own, and you’re finding yourself just killing yourself with time and you realize you don’t have enough hours in the day to do all this I really would love to help you out I would love to guide you in your business with setting it up and putting systems and processes like this in place. With the course though not only do you get much more visual representation on all this, but I walk you through some real life stuff that I’ve been through to help you you’ll also get access to my student center which is where I hang out every day. We do monthly calls now in the student center so you can chat with me directly I’d love to be a part of your journey on a deeper level. So my business course will be linked in this post as well. I would really love the chance to be able to guide you even further and help you hand off your websites like a total boss and like a total Pro.

Josh 34:29
So there you guys go Hope you enjoyed this one. If you enjoyed this podcast, please consider leaving a review on Apple it really means the world to me to see some reviews come in. I love hearing your feedback and I take that all the heart. I read the review so it really means a lot. So I’d love to hear your thoughts. Cheers on handing off your websites to clients hopefully will turn a nightmare into hopefully kind of a nice dream. And then if you implement any of this stuff, let me know I’d love to hear some results. Just go to the post Josh Hall co/126 go down At the bottom, drop me a comment. I do see all the comments as well. And I will personally respond to you if you leave a comment on this bad boy. So hopefully I’ll see you there. Check out my business course you actually go to Josh that will link you over there as well. And let’s do this thing guys. I’m super, super excited to hear how this helps you out. And I will see you on the next episode.


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"Josh’s Web Design Business Course has been such a blessing as I transition from graphic design to web design. This info would have taken me YEARS to gather on my own. It has also given me the most important thing I need to get started working with clients – confidence. Josh is a natural at teaching – he explains everything in an easy to understand way, and makes learning enjoyable. I’m so glad I decided to take this course, it truly is the best investment I could have made as I start my web design business.”

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“The course is exactly what I have come to expect from Josh – and more. Great content, patient and thorough approach – and no stone is left unturned. Josh will instruct you on everything you’d want to know and also will go over topics you never even thought of. He’s been there and made the mistakes (now you don’t have to) and had the successes (and now you can, too). This course is a MUST for anyone who wants to get serious about making web design into an actual business. Highly recommended!”

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Web Design Business

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