It's the

Little Thingscreating a delightful wordpress experience

for your clients

Andi Graham @andigrahambsd Presented at Wordcamp Tampa 2015

I’m Andi from Big Sea.@andigrahambsd | bigseadesign.com

Hi there!

We|Clients

504 =wordcamps worldwide

10,000s of nerds who want your jobs

Nope. I am a

uniquebeatiful

&

delighted.your clients need to be

frame the

relationshipClients are not the enemy.

• 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

andElevateEducate

Before You Work

bsea.co/wp-kickoff

Kickoff Meetingfirst things first:

1. WhoIntroductions & RolesApprovals & Changes

2. WhatScope of Work Review

3. WhyStrategic Approach & Goals Measurable CriteriaTarget PersonasAestheticContent & IA

4. How Our ProcessProject Plan & MilestonesLogistics

The project plan

bsea.co/wp-project-plan

1. What 2. When

During the Work

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

and

Enable interaction

Involve the client

teach your clients how to give

helpful feedbackbsea.co/wp-feedback

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 aroundsolutions, not a list of changes.

bsea.co/wp-feedback

practice

client-proof development

bsea.co/wp-client-proof

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 giveclients the ability to use complex layouts

4. Use only reliable plugins Well vetted, reviewed & supported;include security & backups

In the Admin

and

Documentation

Training

Enable your clients with

Help & How-to’s

bsea.co/wp-help-plugin

screencasts

Make it pretty

bsea.co/white-label-cms

At Launch

nothing beats

bsea.co/wp-join-me

training!

Don’t forget the details

bsea.co/wp-launch-checklist

launch checklist

Appreciate your client?

Show them!bsea.co/wp-gift-ideas

Handwritten thank-you note

Customized cookies

Flowers or plants

Regional/specialty gifts

Coffee or tea

Personalized to their tastes

After Launch

30 days of no questions asked

support

friendly & useful

follow-up

6 Months later

performance reviewbsea.co/wp-website-grader

Satisfaction?Delight!

Thanks! @andigrahambsd bigseadesign.com