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Communicate all the small things you do for your clients

“It’s not the big things that add up in the end; it’s the hundreds, thousands, or millions of little things that separate the ordinary from the extraordinary.” – Darren Hardy

In 2015, I was overwhelmed with all the little things I was doing for my clients.  Before I had a care plan, I was frantically updating client websites in my spare time.  Like I ever have any spare time!  They had no idea the number of small things that needed to be done to their websites on a regular basis.  From the plugin updates to the PHP upgrades, to the SSL certificate installations.  These were all happening without their knowledge and without me getting paid for it.  I just considered it part of my service.

I have written about how I developed my care plan using ManageWP and the reporting that goes out monthly from that program is the way my care plan clients know I am taking care of all the small stuff for them.  But not all the things I do appear in that report.  Here are other ways I let me clients know I’m dealing with the website details they don’t have time for:

  • When I know there is a new version of WordPress released, I will send an email to my care plan clients letting me know what it’s all about.  The client will most likely get an email from their hosting company or an automated email from WordPress, and if I explain it first, they understand that email better and know I am on top of it for them.
  • If their SSL certificate renews and I get an email, I pass that email along to them.  Yes, the hosting company may have automatically renewed the SSL, but I’m the person noting that.  It’s good to let the customer know you have an eye on EVERYTHING.
  • Did I upgrade the PHP for the client’s website?  I guarantee you they don’t know what that is, but they should.  This is something they didn’t have to do because I do know what it means and that it needed to be done.
  • Did a plugin “get stuck” updating?  I don’t just update it.  I tell the client that there was a failure and I fixed it.
  • I routinely check my client hosting renewal dates.  If I can save them money and get them free SSL, I let them know.

I used to completely undervalue all the little things I did for my clients.  But the reality is, that every little thing I do is something my client doesn’t have to do or worry about.  A good time on how to track that time is to install Rescue Time on your computer.  This will track the time you are spending on websites as you work.  A notepad on your desk is also a great resource.

Make sure your clients know how much you really help them by sweating the small stuff. If you don’t tell them, they may never know.

RESOURCES:  HelpScout – 7 Ways to Show Customers You Care

About WebCami

Cami MacNamara has been designing websites since 2002 from her home office in Seattle, Washington. Her career started as a way to be a stay-at-home mom. Certification soon followed and persistence paid off. Cami has designed over 400 websites and wants to share what she learned along the way. Look for her at WordCamp Seattle. Follow: WebCami.com / Twitter / Instagram