This week I shared a story with my good buddy Matt Davies from Nurture Copy and his response was so brilliant, I asked him if he'd write the intro to this weeks email and share his advice with everyone...
A new email arrives in your inbox. One of your clients is reaching out with a question about work you’re doing for them. This time it’s awkward.
“Hey , I can’t see the SEO work that you’ve been doing for us. Can you tell me what you’ve been doing for the money we’ve paid?”
Now you need to stop what you were doing and give this your full attention. Your client needs reassuring. Without that, the hairline crack in your relationship is going to widen.
The problem with digital services is that the end user (your client) can’t always see a tangible result.
It’s not like walking into a store and picking up a can of soda or your favorite snack. This is a physical item that we can see, touch, smell and taste.
It would be quite apt to consider a digital service to be more like an iceberg.
Sure you can see what’s visible above the surface of the water. But there’s so much more going on beneath the surface. The iceberg can be many times larger below sea level.
When your client doesn’t understand the services you’re providing, all they’re going to see is the tip of the iceberg.
To solve this, clear and consistent communication is required with your clients. Helping them to understand the process from the beginning will build trust and rapport. You can avoid awkward questions by being up-front, open and honest.
Think about the on-boarding experience that you provide to your clients. How can you make it easier for them to understand your processes?
The cost of your care plans
Kelly is curious how much everyone's costs were for offering care plans. No surprise—they are pretty profitable.
How did you know the time was right?
Jerry asked the group "When do you know it's time to go full time with your web dev agency?". There is some great advice for taking the leap.
Count the red flags
Jennifer has found herself in dealing with a red flag client, and is looking for a polite way to fire them. This advice could come in handy!
A $2,500/mo retainer
Matthew just signed a client to a $2,500/mo retainer and is looking for advice for communication, reporting, and setting expectations.
A tip for your care plan billing
Zach shared a tip for spreading out your care plan billing to help even out your cashflow.
Get your WordPress tasks in order with Docket WP
Learn more about Docket WP on the latest episode of WP Builds! Use the coupon code friendsoftab to save 25% for life!
38,355 years of experience
I recently polled the group to find out when everyone started their career. With math and a bit of imagination, I calculated our group has 38,355 years of combined experience.
Presto Player is here!
Adam Preiser and Andre Gagnon released Presto Player this week — and I got to say it's pretty amazing! I've used it here, and here, and here, and did a live stream about it here.
Monday I'll be joining Nathan Wrigley and Paul Lacey on episode 151 of "This Week in WordPress" — which is one of my favorite things to listen to each week.
We'll be going live Monday, February 22nd at 2pm UK / 9am New York. Set a reminder.
If you haven't checked it out yet, here's your excuse—I'd love to have your support!
You can check out the show's archive here and see what its all abou