Things change rapidly in the WordPress world. The content in this post is more than a year old and may no longer represent best practices.
Slides: Onboarding New Clients and Setting Expectations
Notes: Onboarding New Clients
I don’t want to duplicate Jennifer’s effort, so I’ll just include a few favorite bits.
The goal of onboarding is to reduce ambiguity so that it’s easier for you AND your clients to get tasks done correctly and efficiently. With a flat-rate project, you have only a defined amount of time with the client. Do you (and the client) want to spend the time on project management, or on implementing the project? Processes handle the little details that suck up your time. Make sure that the time you actually spend talking to the client COUNTS.
“Our ideal client is someone who already has everything we do. It just sucks.”
Most of the unknowns for small-business sites come from CONTENT and the stuff you find when you’re going to go live and you find problems with their hosting. Bourn Creative decided to charge hourly for taking the site live, because they’ve encountered so many land mines.
Important to know: creating and automating processes is a huge task. It took Bourn Creative six months the first time, and they review them every year.