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.
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
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
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
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