Organizing The Client Side Of Our Divi Web Design Business

Welcome to Part 5, the last chapter of our series Scaling Your Company Divi Web Design where we explore proven tactics and actionable strategies that will help you grow your Divi-based website design business.

In the last article of our series, we will focus on the customer side of your business to make sure that external systems are in place so you can scale effectively. Let's recap the main topics covered so far in this series before delving into the final chapter.

The first step is to prepare your state of mind on the scale.
The second is to solidify your systems and processes before you start integrating the team members.
The third is to start to find and hire your dream team in web design.

The fourth is how effectively develop and manage 7our team.

These are all, for the most part, internal tactics. Once these are all in place, it's time to focus on the other most important factor of your business – your customers . In this post, we will explore some tried and true tactics on how to manage your customer base, manage support requests, and make sure your business is fully up and running. Again, this information is taken from the 9 professionals of Divi I interviewed while preparing this series.

Organization of the "client side" of your Web Divi design activity

Organizing The “Client Side” Of Our Divi Web Design Business

1) Securely your prices

One of the most important pieces in your business when you start to scale is to solidify for your price. I will not go into detail here because it's already covered in our Divi Web Design Pricing Series but in short, we talked about 4 main areas of web design company pricing :

Actual price ranges for your services
Decide how much to charge
Solidifying your pricing model
How and when to talk about price

I recommend you review these articles if you do not have your price solidified. If this is not the case, it will cause a lot of stress when trying to evolve. Especially if you include other people in the sales and proposal process. Make sure, whether you use a fixed or hourly pricing model, to make sure these numbers are understood before you start scaling.

Organizing The “Client Side” Of Our Divi Web Design Business

2) Management of manipulation

In my experience, support comes with external and internal needs.

External Support – This will include incoming demand from customers typically after the websites are online. These may include, but are not limited to:

Bugfix
Site additions or updates
Graphic changes
Accommodation issues
Email questions
Customer Training Issues
Renewals for plugins, tools, domains, etc.

You need a place / system for incoming support issues from your customers. My experience and that of those I interviewed is that customers will most likely send an email or call you for updates, patches, and so on. This is not a big deal when you start but when you get to the point where you have 50 to 100 sites in the wild, customers needing the help of their Jedi webmaster can become very difficult. So, to this end, you must be prepared.

I should mention that in this case, I am referring situations after a customer's site has been active, not necessarily during the project development period as most customers will follow your instructions and communicate through your site. preferred project management platform. ]

Practically, here are some systems that can help you:

Setting up an Email or Support Channel – You may consider setting up a support email or directing your support requests via email to a specific file. I'm still getting update requests and features via email, but I've tried to leave the phone and personally, this has been a big part of my success right up to now. Telephone calls or meeting reviews seem to waste a lot more time opposing an organized list of e-mail changes. You can set up a support e-mail @ yoursite and make sure all requests are presented here in a convenient way. This is a perfect opportunity to brighten up your inbox and if you have support people or a Jedi website designer in training, they can potentially help you potentially without even getting involved in every update.
Setting Up a Ticketing System – This is the most common for product-based companies, but says that it can not work for a site design company Web scaling?!? I do not do it yet, but I have long been planning to use Help Scout or another popular ticketing system for customers requesting changes. The benefits of this solution, in addition to removing your email and preserving your integrity, are that each application will be cataloged and recorded. As a company manager, you can register to see what updates have been made and many can be saved for FAQ pages or as training for members of the support team. on board.

Internal Support – Internal support will include many items listed but will reference things within your company. Your renewals, hosting issues, SSL certificates, email issues, and so on. With internal support, ideally, you will have some confidence in the company that can help you with that sort of thing. I do not know about you, but the problems of email, renewals, SSL problems among others are the scourge of my existence as a designer of websites. Although it is a necessary job, it is draining for my personality type. Again, freeing yourself from the delivery of these types of problems will be crucial to your success.

You can also apply one of the systems mentioned above for internal uses, but unless you have a massive organization or team, I can not imagine needing a ticket system. But a dedicated place for internal support (an email, a project management thread, or a soft channel) can be extremely helpful for you.

Organizing The “Client Side” Of Our Divi Web Design Business

3) Manage your customers

Finally, it's time to focus again on the people who make all of this a reality for us – our customers. Once everything that is in your business is read on a large scale, there are some recommendations I've learned from all the interviews I've done that apply to the client side.

Identify the Right Customers – When many companies start going upmarket, the focus is on identifying your "key customers" or "ideal customers". there is really no reason to limit our customer base to just one industry. What we can do is identify the ideal size or scope of the project.

For example, instead of focusing on customers in the foodservice industry, you can focus on project styles such as small and medium-sized businesses that need portfolio-style websites with integrations such as calendars, events and perhaps other social media. and marketing help. If you find your bread and butter and you can start bringing it out of the park with certain types of projects, you will be able to move quickly and efficiently. Again, assuming that the systems provided in this series are all in place.

Maintenance / Security – In a previous post we briefly talked about creating a maintenance / support plan for your customers. I am currently developing this topic, but if you do not currently offer a maintenance plan to your clients, I highly recommend doing so. It's a win-win.

It's a win for you – Mainly because it's a recurring monthly income. I've found that less than 25% of clients in my plan engage me to ask questions or make changes from one month to the next. So, for the most part, it is a stable income that is very profitable on my side and has greatly contributed to the growth of my business.
It's Winning for Your Customer – I hope that during your sales process / design / development / post-launch, the customer learned about the danger of hacks and l '# 39; importance of regular updates / maintenance. For a client, having his site month after month should not only help them sleep better, but they will get you going in their corner, which is more than most people can say when they work with designers independent webs that disappear after a site is launched.

Let's face it, most freelancers and web design agencies are one and one, unsubscribe and burn services. Well, except for the wonderful Divi community of course Organizing The “Client Side” Of Our Divi Web Design Business Practically, if you use an affordable platform like ManageWP or InfiniteWP you can keep the plugins, tools and sites maintained and backed up, and then send a report to your client each months on what you did with other features if you choose too. This is by far the best way to keep your customers engaged and understand your services.

Stay in Touch – Finally, on the subject of keeping customers engaged is to become personal. I strongly recommend contacting them on a regular basis creatively or, if possible, having face-to-face time. You can do it practically with an information bulletin, a personalized email or social media, but in recent years, I have returned to the way of doing things by sending you a letter sent by mail.

In this letter, I may be thanking them for some aspects of our services (especially if they are part of my monthly plan), but I am still personal and I am very happy with them. talk about how long we worked together. talk about good news in my personal / family life, etc. I should also mention that I have recently separated my clients into three groups that could help you to do some climbing.

A customer of – These are your best customers. Customers who have invested a lot in your services, with whom you enjoyed working and, ideally, who participate in your maintenance plan. Always make these customers a priority and always remember to contact them frequently.
B Customer's – These are customers who may be on your monthly plan and you have probably had a good experience with but could not be your demographic ideal. As mentioned by several interviewees, the work you do is the job you get. So, these are customers that are probably good at keeping in touch with a reference point of view, but are not "A" status Organizing The “Client Side” Of Our Divi Web Design Business C Client & # 39; s – These are the customers that if you lose, it would not be a big problem. Maybe they're tough customers of personality, or maybe some of when you started that, again, you would not lose sleep if they went their separate way.

I make a point of knowing where my clients end up in my A, B, C lists and always keep in touch with the A's and usually with some B. All this is very important when it comes to scale because your customers are your soul. And as everyone in business knows, it's usually 10 times more expensive to have new customers than to sell services to current customers.

Thoughts of the final series

Well, I hope that the interviews I did while doing research for this series and the information gathered and articulated helped you to know if you are already a web design agency looking for to grow up or if you are one about the next step!

I would like to end by sharing the thoughts of each of my interlocutors who can be heard at the end of each interview.

Interview # 1 with Tim Strifler

At the end of our interview, Tim concluded with an optimistic message saying,

Go ahead. It's okay to take a risk when you're scaling up and you can certainly do it sooner than you think. Once you have done so, you will probably wonder why you did not do it sooner! "

Interview # 2 with Kathy Kroll Romana

With a wise and more conservative final thought, Kathy reminded all freelancers who take the next step,

Stay in your ways. It's a capricious affair and you do not always know when the next job is coming. So be prepared and do not stretch too much. "

Interview # 3 with Andrew Tuzson

Andrew's interview was packed with thoughts that could act as a series of final thoughts, but his farewell words were,

Consider each situation as an opportunity to improve your business. Each scenario in which you are can be an opportunity for growth. "

Interview # 4 with Tammy Grant

Tammy ended our strategy-filled discussion by recommending,

"Make sure you are prepared in advance, make sure everything in your head is on paper or on file." Try noting all the small processes and methods if you have to teach what you do or add members of the team to avoid wasting time and money. "

Interview # 5 with David Blackmon

My discussion with David was full of inspiration for aspiring web designers looking to evolve. He ended our conversation with a message to people who are new to the community saying that,

Divi and WordPress are gaining momentum, it's not too late to step in and it's never too late to get involved in the Divi and WordPress community. "

Interview # 6 with John Wooten

John dug up a lot of "Wooten Wisdom" as I called him during our interview and dropped the cat by offering 3 very important final thoughts:

It's easy to compare yourself with other freelancers and companies, so stay grateful, optimistic for your work.
Know yourself, your role, your strengths and your desires.
Put yourself in the shoes of your customers. Remember how much your customers are spending on the investment of their website. How many times do you spend so much money at a time? This can help keep things in perspective.

Interview # 7 with Geno Quiroz

As a person who does not need to become familiar with the Divi community, Geno still offers humble and experienced advice to new people in the community by saying,

Just to know that the success of scaling up will take time. You must pace yourself. And always be looking for that relationship or that person who will help you. Maybe in the Divi community, the local community, WordPress meetups or elsewhere. Start small and always pick the right person to compliment you personally.

Interview # 8 with Daniel Dye

Daniel Dye, who has always been a businessman, made one last very optimistic thought by saying

Keep investing in yourself, keep an eye on the world of web design, market and stay on the lookout for new trends. Know that scaling is a risk, try to save money and go for it. The worst case is that you go back to designing sites yourself if it does not work initially. What is the real risk if you are ready?

Interview # 9 with Sarah Oates

And finally, in my discussion with one of the Divi Gals, Sarah offered a brilliant last thought by saying:

If you are thinking of bringing someone in, be careful, slow down and be aware of your brand. It is important (especially from the point of view of design) that you have someone who represents your brand well. Try it and try it by work.

In closing (for real this time)

My last thought is,

"Be excited about the evolution of your business.look out how you will grow, mature and become someone you never thought you could become assuming the role you were born to. fill it. "

Again, I hope this series has had an impact on you! If that is the case, please offer some comments below and I will see you in the comments!

.divi_cta {background-color: # 8f43ee; color: #fff; font size: 20px; font-weight: fat; upholstery: 20px; text-align: center; viewing block; text-decoration: none; border-radius: 4px;}. divi_cta: hover {text-decoration: none; background color: # 7d37d6;}. divi_cta_red {background-color: # db1c1c;} divi_cta_red: hover {background-color: # c51a1a;} hr {border-style: solid; margin: 0 0 40px 0; border: 1px solid #EAEBEB;}

Post Organization of the "Client Side" of our Divi Web Design Business first appeared on Elegant Themes Blog .

Load More Related Articles
Load More By Amit Ghosh
Load More In Digital Marketing

Leave a Reply

Your email address will not be published. Required fields are marked *