How to Start & Run a Successful Web Design Business | Christine Maisel | Skillshare

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How to Start & Run a Successful Web Design Business

teacher avatar Christine Maisel, Designer, SEO & Founder of Portable Entrepreneur

Watch this class and thousands more

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

    • 1.

      What This Course Is (And Is Not)


    • 2.

      The Basic Skills You Need to Succeed (HINT: It's NOT Web Design)


    • 3.

      3 Options for Making Money With a Web Design Business


    • 4.

      Tools You'll Need (& Not Need) to Keep Expenses Low


    • 5.

      How to SAVE Money on Lots of Digital Marketing Tools (Free Resource)


    • 6.

      To Code or Not to Code (Do You Really Know Enough? Do You Need to Learn More?)


    • 7.

      Establishing Your Expertise (Section Overview)


    • 8.

      Determining Who Your Ideal Clients Are


    • 9.

      How to Build a Web Design Portfolio (Does It Do the Selling for You?)


    • 10.

      Considerations for Naming Your Web Design Business


    • 11.

      12 section 4 overview


    • 12.

      14 understanding the work


    • 13.

      15 creating proposals


    • 14.

      16 creating contracts


    • 15.

      17 sec 5 overview


    • 16.

      18 establishing a process


    • 17.

      19 establish expectations


    • 18.

      20 sec 6 overview


    • 19.

      21 handling client requests 2


    • 20.

      22 client review and final testing


    • 21.

      23 when to launch site


    • 22.

      24 30 day website guarantee


    • 23.

      25 training clients on website


    • 24.

      26 sec 7 overview


    • 25.

      27 secret to happy client


    • 26.

      28 how to establish boundaries


    • 27.

      29 handle urgent requests


    • 28.

      30 get repeat work


    • 29.

      31 sec 8 overview


    • 30.

      32 handling client complaints


    • 31.

      33 reasons to fire


    • 32.

      34 sec 9 overview


    • 33.

      35 setting up your website


    • 34.

      37 upsell clients


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About This Class

Learn what it takes to start your own web design business from home and start living life on your own terms.

If you've been thinking about working in web design, so you can do freelance work from home, or anywhere in the world, this course will give you all the tools you need to succeed.

  • Learn the 3 different ways to make money as a web designer

  • Choose a niche, so you can charge 'expert' rates

  • Develop your client roster and keep the projects flowing

  • Gain 11 techniques for upselling clients and boosting profits

  • Turn Your Hobby Into a Profitable Business.

  • Get advice from a professional and skip the new business learning curve.

It's easy to make mistakes when starting a new business, and this course is designed to save you time and money by minimizing those mistakes.


"Pure Quality! Christine does a fantastic job in explaining what it takes to start your own web design business. Not only is the provided material of high value, but Christine goes above and beyond with offering additional assistance. If you have any questions, she is right there to help. I am more than satisfied with this course." - Vincent M Aceto


As a bonus, this course will give many of the documents you'll need in your business including: contracts, proposals, questionnaires and more. You will also get access to an exclusive web design business Facebook group.

If you've got some web design know-how, this course will help you establish yourself as a professional, so you can work from home, or remotely from anywhere.

This course won't teach you how to code, but it will teach you how to launch, manage, and run a profitable web design business.

Content and Overview

After a brief introduction, you'll learn how to establish yourself in the web design industry by working within a particular niche, so you differentiate yourself from your competition.

Then, you'll get tips for building your portfolio, if you don't already have one or are looking to update yours. You'll even get ideas for what to name your business.

Lay the groundwork for your success by learning how to productize some of your offerings that you can reuse to save time. You'll learn to package your work and upsell clients.

Plus, you'll also get tips and tools to help you better manage your finances.


"Excellent Course! A very comprehensive course on how to start a home web design business. Christine is a great trainer that will guide you along the way to achieve your objective in taking this course. Highly recommended!" - Vanda Chan


Communication is critical to the success of your business, so you'll get strategies for communicating with clients, creating long-term relationships, and establishing expectations that will ensure your continued success.

You'll also learn the key strategies to finding ideal customers and how to keep them happy.

By the end of this course, you'll be prepared to launch your web design business from home or from anywhere in the world.

You'll walk away with the skills to be able to minimize the risk of starting a new business and employ tried and tested techniques to boost profits. Best of all, you'll be on the road to being your own boss.

Meet Your Teacher

Teacher Profile Image

Christine Maisel

Designer, SEO & Founder of Portable Entrepreneur


Christine is the founder of the Portable Entrepreneur where she directly helps web design and SEO startups through education, coaching and services. 

Christine has been a web designer for nearly 15 years - 10 of which she has been self-employed. Her work has taken her from working for some start-up dot com companies in the early 2000's to working as a contractor for the Office of the Under Secretary of Defense to her own home office.

In her time, she has built 100's of websites and blogs primarily on WordPress and Joomla. Christine has also provided training to individuals and businesses to help them manage their websites on their own with no knowledge of web coding.

See full profile

Level: Beginner

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1. What This Course Is (And Is Not): Welcome to this course on how to start your very own, a web design and business from home. This is absolutely something within your reach and I want to help get you to that point. And my goal here is to help show you how to make this process as simple as you possibly can. Because I assure you there is both a simple and a complex way of making this happen. You see a lot of the complexity tends to come from us not having a clear path to follow, to not knowing what specific action steps we should take and in what order to actually get us to that result that we want. And even not knowing what that end result looks like for us and what we actually want from our own business. And you see, when we are not clear on those things, this is where we start to look on the outside. We start to look at what is everyone else doing, and we look for what are their goals. And we start to make those our own. We start to look for their ideas and their strategies and start to try to incorporate them all. But there is this abundance of information out there alone. We are not clear while that is where things start to get really complex. So my goal here is to help show you that path. So you know, uh, specifically what action steps to take and in what order to help you get to that end result that you want in setting up your own web design business. Here, I'm not going to be sharing any fluff. I'm not going to be sharing anything that I think just sounds good or that you want to hear. I'm going to be sharing with you what it is that you need to know to make this happen for yourself. So we are not only going to be looking at the steps that you need to take to go from a to Z, we are going to be looking at a solid process to help you manage the clients that you have, the projects that you have, how to get those projects and clients in the first place. But when we do this, this is going to help us eliminate those problem clients, which is going to help us complete our projects faster. And when we do that, well, our business is going to be making more money because of it. Now in the final section here, I am also going to be sharing with you many documents that you can simply download, tweak, and then start using in your business. So this includes a list of questions that you should be asking every client, a sample web design proposal, a sample contract, and several other documents as well. Now, I didn't create this course to teach you how to run a web design business, to start it, to get it going and actually start being profitable. But what I am not going to be covering in this course is actually how to create a website itself. But if that is something that you do need to learn, I am going to include the resources that I will make available to you to help us show you exactly how to do that so you can start this business. You're also going to be finding that throughout many of the lectures here, many other additional resources that I'm going to be making available for you as well. These are going to include new free trainings. They use our resources, even tools to help you generate more revenue in your business. So make sure to keep an eye out for those. And I'm also going to be sharing on a regular basis new updates that I have for you just to make sure that you continue your learning and you continue growing in the areas that you need to the most. Alright, I am really excited to go on this journey with you. Let's go ahead and just get started. 2. The Basic Skills You Need to Succeed (HINT: It's NOT Web Design): Alright, let's start off by talking about some basic skills that you need in order to run a web design business. And this actually just might surprise you. So let me list out the top three skills that you're going to need to make this happen. And guess what? It doesn't start with your web design skills. In fact, your business savviness is actually going to be much more important than your actual web design skills. So these skills in order of importance are number 1, you are a customer service. I'm going to explain to these in just a moment. Number two is you're a marketing skills. And number three, and finally are your web design skills. So if that surprise you allow me to expand on this for a minute. You see customer service is going to be very, very important. You can be the best a web designer that there is. But if you provide poor customer service, well, your business is not going to last very long. And on the flip side of that, you can be just an average web designer. But if you have a great customer service skills well, you can do very, very well in business. So I really wanted to challenge your thinking with that. So when we talk about customer service, these are things like being able to respond to a client at these same day or maybe the next morning if they really got back to you at late in the day and you just weren't able to and informing them of a progress before they ask or before the expected for you to get back to them, trying to do just a little bit something extra for them or to get a few extra minutes to explain a process or what it is that you do or to expand on an answer for a question they have, or even just asking a personal question, asking what they did over the weekend or what they're gonna do when the upcoming weekend or more about their family and allowing them to talk a little bit about themselves. Because while people really like to do that, you see this starts to build a relationship with that person. It starts to build trust. It shows that you know what you're doing and it also shows most importantly, that you care about that person, you care about that business. And that itself really can take you very far in business. Now, next up, I mentioned marketing skills. Now, these are going to be very important of course, because you as a business owner, well, you need to be able to market your own business and that's what's going to draw these clients in. So you gotta have that skill. And again, if you're a great web designer, but you don't know how to put your business in front of anyone else. Well, that's not going to do you much good. So we're going to work on fixing that. Now when I talk about marketing skills, this can also be understanding how to market a client's business. And there's a lot of ways that we can really get into that and I'll save that for later on. But let's talk about your actual web design skills here. Use the hopefully you're already understanding why this isn't actually the most important. The reason I'm also put this at the end of this skill list is that web design is not actually what your web design clients actually want. What I know if that's something that you're just like, What do you mean by that? Allow me to expand and I will even leave some more resources to help you really get what this actually means here. But your clients are not actually going to be looking for websites. Nobody actually wants to spend money on a website. What they want to spend money on is the results that they think having a new website is going to bring to their business. So what is it that they think that's going to do for their business? And if you understand that 1, your communication with your clients as we'll get into as well, is going to really, really help you. So always remember that your clients are typically after more traffic, more leads, more customers, and that's what they want a website to do for them. And so your actual web design skills themselves are not really what's going to help sell your business. But again, we'll get more into that. But I want you to really think about this as you go and you're spending your time learning and trying to figure out what you should be focusing on. This should help. But if you still have questions or you're I'm quite clear, Don't worry. We'll get into all of this some more. 3. 3 Options for Making Money With a Web Design Business: Now that you know the basic skills that you're going to need to run your web design business successfully. Let's talk about some tools because I know this can both be exciting because for some reason we're always out there looking for new tools and they can be fun to find and figure out how we can incorporate them into our business. And at the same time inside, I'm not quite where I wanted my business sold. How can I spend all this money on all these tools? So what I want to encourage you to do is look at tools a little bit differently. And the way I like to look at this is the essential tools. What do I absolutely need? Because without it, I can't run my business. And then what are the tools that I need in order to be more efficient or really most importantly, to generate revenue in my business. And so there's really different stages of tools and I've talked more about that. I'll link to that in the resources here. But what I want you to think about is if you are just getting started, you don't have any income or how much income coming in, then really you don't need to be spending much money on your business. And I'm gonna assume you have a computer and internet connection because while you're here and you're watching this, but beyond that, there are a lot of free alternatives to many of the tools that you may need. So let's think about, for instance, if you are designing a website and you want to do that in Photoshop, well, there is a free alternative called Gim that has all of the features that Photoshop has that you can certainly use to get the job done if you want to keep track of your income, being able to send invoices, you can do that for free using a software called wave. Again, I'll link to these below in the resources. But again, my point here is to encourage you to not worry about adding in. All these tools are feeling like you need hundreds of dollars a month in expenses just to be able to have these tools in your business. But there does come a point after you do have some clients and you do have some income where it starts to make sense to start to shift into some of these paid or these premium tools because they're either one, you're going to help you be more efficient. When you're more efficient, you make more money, or they too are going to help you become more profitable. They're going to help you bring in more revenue. I call those revenue generating tools. And those are ones that you absolutely want to add into your business. Because when you make the payment for those, those in one way or another are going to help it, you generate more income. And so it can actually slow your business down if you don't spend money on some of the revenue generating task, that actually would help you accelerate that or more seal the deal with clients. But that's really what I want you to think about right now. Don't worry just yet about the tools. I'm going to give you a dedicated section here, coming up towards the end, where I'm going to actually show you many tools. And there's again going to be different stages of when you can add these to your business. So don't feel like you have to add anything to your business. But I do want you to recognize that at a point it is going to help you make more money to be able to add on some of these revenue generating and tools. So keep an eye out for that. 4. Tools You'll Need (& Not Need) to Keep Expenses Low: At the beginning of this course, I talked about the importance of really understanding how you want your business to run, what the end result is that you want. So I want you to pause for a moment and think about, well, how do you want your business to run and what do you enjoy and not enjoy in your business? So I actually want to give you a three different ways that you can run your business. Once you to think about this a little bit, okay? The first is that you can find IT projects for your business. You can find the jobs, the work, the clients, and then you can outsource everything, right? So your job is lead generation, but you outsource the actual work to someone else. Now what you can also do is, well, you can do it all yourself. You can do all of the lead generation, you can do all of the client work. And that's perfectly fine too. And the the other one is kind of halfway in the middle. And that is for you to take on some of the work. And this is typically the work that you do best that you do perhaps the fastest or you do very high-quality work and anything else outside of that, you send to someone else to get it done. So those are really the three ways that you can choose to operate your business. There is no right or wrong way here, okay? There is no right or wrong answer here. This isn't about what anyone else is doing. This is about you and how you want your business to run and what makes you enjoy your business and what's going to make this just fun and fill light and easy for you. That looks different for everyone. So if you're like, wow, this whole outsourcing things sounds great whether I'm gonna do that sometimes or I'm gonna do that for all of the work, but I just don't know how to do that or how to find them. That's okay right now I want you to put aside the how am I gonna do this or that sounds nice, but I just want you to think about how do you actually want your business to run? Again, this is when we are starting with the end in mind, so that as you set up your business, you already know how you want to end up in. You might not have all the answers today and that's okay. That's normal because none of us have answers at the beginning. But that is going to help you learn what is most important for you to not only serve your clients, but also for you to end up running your business the way that you want to. There's nothing worse than seeing someone successful, setup their business, get it running in, it's profitable, they're making money, they got clients, but they don't like their business. So that's why I'm going to be very clear on how you want your business to run. And it's okay if it's not perfect because you will change and adapted over time as life changes in your interests change and everything. But for now, think about those three options in which option sounds of most exciting to you. 5. How to SAVE Money on Lots of Digital Marketing Tools (Free Resource): I wanted to jump in here real quick and share this resource with you that I've been finding really helpful. And I think that you will too. Now when it comes to digital marketing, there's all different types of strategies that we can use to improve websites to be able to get better results, to generate more leads customers sales that are coming in, whether this is for your own website or for your clients. But it always seems like there's another tool that you could use and to left to left to tool. Well, let's be real. It starts to add up. Now, don't get me wrong. I am a big believer in using these tools and love my tools. I really want to focus on the ones that help to generate revenue. And anytime I can get a deal on these tools that will jump on them. So whether this is generating revenue for your own business or you're able to use this tool to get better results for your clients and they generate more revenue, which in turns help you be able to use that social proof to land higher price clients, then that is always great. So there is this site called site growth deals there at And all they do is they go out and track hundreds upon hundreds of digital marketing tools. All of the big name brands that are out there all the way down to some of the new art or even lesser known tools. And they track all of their sales, their discounts that are going on, and they let you know about them when they happen. I've been seeing deals anywhere from 20% all the way up to 90% off these tools. So some of these tools have regular promotions, while others it only happens once a year. So this has been a great way to not have to make sure that I'm tracking all the different tools that I really would like to save on or be able to renew for less money. And you simply will receive an email letting you know what the deals for that week are going on. So you can save on these tools. What's also really neat is you're going to inevitably find some tools and find some new strategies and new things that have come out that you probably never thought of otherwise. And this can possibly give you some new strategies to use on again, whether it's your website or your client's website to help bring in better results. More leads to more customers and more sales. So go check that out again, 6. To Code or Not to Code (Do You Really Know Enough? Do You Need to Learn More?): It's still decision time. You still got a little bit of thinking to do. And I want you to think about how you actually wanted to go about building websites. So you may or may not have spent some time learning how to code websites from scratch, learning different skills like HTML, CSS, PHP, JavaScript, and all of these different coding languages that are out there. And it can be helpful. You do have the option. I want to make sure that you are aware that you actually do have the option to build web sites without touching any code ever. As in, you don't need to know how to code, or that you actually want to learn coding languages. Or even one or two that you know would specifically help you in projects. And maybe you want to build websites from scratch. Now the reason that I bring this up is because if you want to call yourself a web designer, then well, we have this story that we tell ourselves that we then must have to actually know how to code our website or maybe we are not a real web designer. So I want to take you back to what I said previously, which is to remind you that when we are looking at those basic skills and web design was that last skill, is that when we are working with a client, remember, what is most important to them is not actually the website itself. They are hiring you for a website that is technically what they're paying for, but they want what comes from that, and they want the traffic leads and sales that are going to come from that better website. And so at the end of the day, if you were trying to sell a client on, Hey, I know HTML, I know CSS, I know PHP. It sounds good. It really does. But most clients, not all clients. Okay. Most clients, your average clans out there, these local businesses out there. They don't care. At the end of the day, they don't care how much you really need to code anything. They just want to know. Here's my problem. Can you fix it? That's it. So that's where I really want you to question. Do I actually need to code? Do I actually want to code? And is me learning to code going to help me better serve my clients? So this is actually where it's going to be helpful to have a better understanding of who you actually want to work with. Like what is an ideal client actually look like to you? And if you're like, I have no idea, That's okay. We are going to get into that. But as we go through this and we do look at who you want to work with. I do want you to think about this because I don't want to see you spend six months, a year, two years learning all these coding languages only to realize, well, maybe you just didn't need to know quite as much as you thought you did. So that's why we wanted to take a look at first who it is that you want to work with. And then that is going to help you figure out, well, what is it that you actually need to know in order to best serve those clients? 7. Establishing Your Expertise (Section Overview): This is a very important section because here we're going to be looking at who you are going to actually serve. Yep. Who is your ideal client? So if that is something that is not clear, then you definitely want to pay extra attention because this right here, understanding, this is going to help make everything else that you do in your business so much easier. So that's why I want to spend that time here up front. But if you're not sure, don't worry. We are going to look at several ways to help you figure this out. We're also going to be looking at some specific web design companies who have really targeted in on who their ideal client is. So you can get some real life examples. So this is going to be really important to help you see how to make your marketing easier. How to help you bring in more leads and sales into your business and ultimately be able to charge higher prices because you spent the time now figuring this out. 8. Determining Who Your Ideal Clients Are: I've already started to hint to add how helpful it can be for your business if you really are clear on who your ideal client is and if you know who it is that you actually want to serve in the first place. Now most people start out with thinking, well, how I'm going to take on anyone who's willing to pay me. I mean, why wouldn't I do this? I'm I'm trying to make a business here, right? And see that thinking right there is actually what tends to make a business more complex. It makes things harder to do. And so my challenge here is to flip that thinking to help you understand why if you really niche down. And by that I mean focusing on a select group of people, forgetting about everyone else, how that can actually make you more profitable in your business. Now, are there exceptions to this? Absolutely. Yup, sure. You'll find them out there. But for most people, this is going to be the fastest and the easiest way to get your business going into get you to that profitable place that you ultimately want to be. So remember at the beginning of this I said I want to help make this process simple for you. And this is one of the best things that you can do to simplify this process for you. This is how you run a business that creates less stress for yourself. It helps you to close more deals and ultimately it's going to make you more money. So when we really hone in on exactly who it is that we want to serve. This really helps to establish you as an expert. And people want to work with others who know what they're doing and look like they are in expert. And so this is one of the easiest ways to immediately appear as an expert in a particular industry or service area. So let's look at a quick example of this. Let's say for a moment that you are not a web designer, you are actually a hair salon business owner. Yeah, we're changing ventures here for a moment. So you decide that, you know, I've been doing some great work. I really want to showcase the hairstyle is that we create here. And we want to use those to help draw in some more, more customers. And we really want to increase the leads coming into this business. So I'm gonna contact web designer and see what we can do about building a great website. So you contact a web designer, a right, the very first one. And they say, oh, sure, We can absolutely help you do that. We have worked with a lot of different businesses. We've worked with an auto repair shop. We've worked with the dentist, We've worked with a garage door repair company, a landscape or a kitchen remodel or we've done it all. And then you go over and you start talking to web designer be. And they tell you, well actually, we don't work with a lot of people we are very selective in who we work with because we're looking to get specific results and we actually only work with hair salon business owners. Yes, that's right. We only work with them and I would like to show you all of the hair salon websites that we've created and the result of those websites have generated for our claim with no other information you tell me, who is that business owner going to select? Why? Because enter a or B? Well, they're definitely kinda go with B in this case because that business has immediately showcase their expertise. They are selective in who they actually work with. They go after results and they only want to work with those specific business owner. So they're like, No, I wanna get those same results that those other hair salons have gotten using this particular web designer. So I'll show you some more examples here in a minute. But hopefully you can see already how really honing in on who you want to serve is going to help separate you from all this so-called competition out there. So if you've been feeling like you have to compete with all these other designers out there. Well, this right here is going to help separate you from most other people out there. So what are your options? Well, this is a great time to pull out your phone book and start looking through. I don't know if anybody does that anymore, but if you have one, you can start looking through, looking at all the different types of businesses in there to gather some ideas of who you might want to work with. You can go over to a directory and you can take a look at all the different business categories that they have there from dentist and real utters, restaurants in churches and there's so many different options and you'll be able to find some that you can't even think of the top of your head right now. Now we're going to look at how to actually think about this, some more brainstorm some ideas here in just a moment. But for now I really want you to think about just who is it that you may want to serve and help you understand why actually serving less people and targeting less people can make you more profitable in your business. I guarantee you that if you choose this path, it is going to make it so much easier for you to create a workflow process in your business to help you finish up projects faster to keep those clients happy, to make your projects more profitable, it's going to help you design your marketing materials to really target in those clients that you want to serve. It's going to help you craft these amazing client conversations. So if you're unsure of what to say to clients, which we'll talk about. But this is going to help make it so much easier to know that you are addressing their needs and really hitting the nail on the head when it comes to understanding what their problems are and what's going to make them sign up with you. This is also going to help you, if you have a team and being able to train them on what you want them to be able to accomplish when they are helping you with tasks in this, which is probably going to get your attention is what is going to help you charge higher prices. 9. How to Build a Web Design Portfolio (Does It Do the Selling for You?): Let's talk about building a web design portfolio to show off to potential clients. Now, I'm going to tell you something that may surprise you and that is that you actually do not need to have a portfolio in order to link the claim. Now, that may surprise you and that's okay. But I worked with many entrepreneurs who do not have anything in their portfolio. And I've still been able to land a client. So don't be concerned that you have to have it this huge portfolio in order to land claims can be helpful. Absolutely sure, not required though. And what we wanna do is, again, make this a simple process to get you from where you are now to get you some pain clients in the door. So let's talk about your portfolio for a minute. If you don't have one, that's okay. We said it's not required, so you could go that route, but if you want to start out with a portfolio to show some of these potential clients, I want to give you a few pointers here. First, I want you to keep in mind not to pressure yourself to just have dozens of example. What is very important here is quality over quantity. So if a client is looking to do work with you and they take a look at your portfolio. They can only expect their website to look as good as the worst example in your portfolio. So definitely make sure that you only are putting in portfolio items that are of the highest quality and really just your best work. Leave everything else off now over time as you build your portfolio, another thing that I want you to keep in mind is that really your portfolio should be doing the selling for you. Now I go into that in a whole another video. I'll link to that in the resources here. He definitely encourage you to watch it. I want you to ask yourself, is does the portfolio that I have represented the types of clients that I want to attract? Yes. The actual types of clients that you want to attract are going to be looking at your portfolio and trying to see do they actually see themselves represented there? Do they see the problem that they are facing and they are looking for help with. Do they see the answer there on your portfolio? So you can definitely use your portfolio as a way to actually sell projects for you. And that's really ideal. But of course, you gotta get to that point and that's okay. But again, make you aware of this now. So you start looking for the clients that are gonna help you build the right portfolio and be able to then attract even more of those clients that you really want to have. It's helpful to know that now, even if you don't have a portfolio just yet, now another option is that you can offer some of your services for free. Again, you don't have to do that, but that is something that you can do to just try to bring in some initial work. And that can even help you test some of your skills out to see just how well that you do. Kinda balanced the conversations and the workload and see how it goes before you bring on some pain clients. And you can also take a look at a website like Upwork or one of the other freelance websites to just get in some initial projects. Again, you don't necessarily have to worry so much about price if your ultimate goal is just to build a portfolio. But if you are going to be bringing on any clients who are low pain or even not paying you at all, do make sure that there is something that you are going to receive back from your own business, either them allowing you to use them as a case study on your website, allowing them to provide you with a video testimonial or written testimonial, something that will help you attract or lead your ideal client. Another option is to do a project for a FAPE claim. That's right. Make up a client in a project and it creates something that would be for them just to give other businesses and example of your work and the quality that you do. Now, if you would like to connect with a non-profit, you can use a website like Catch a, and there you'll be able to volunteer some of your services. But again, just make sure that if that's what you're doing for your portfolio, that those non-profits are going to represent the types of clients that at the end of the day you ideally would like to serve, but those can be great places to practice out your work while helping out others. And lastly, consider some of the relationships that you already have is, is there anyone in your family that has a business or even if they have a job, they have a sign business and they could use a website or they are looking for a personal website. All of those are great opportunities. So overall, remember that you are not required to have a portfolio to land clients. You do not have to work for free in order to get clients your portfolio should sell for you. And I want you to remember that quality over quantity is so incredibly important when it comes to your portfolio. Make sure to check out the additional resources. I can go into that and give you even more examples. 10. Considerations for Naming Your Web Design Business: Now of course we've been talking about a portfolio, but you need a website to be able to put your important Folio on, right? So this is where we started thinking about, well, what am I actually going to call my business? What does my website domain going to be? So I wanted to give you a handful of options that you have here and remind you that each of these has their own pros and cons. No right or wrong answer. It's just again, what it is that you want for your business and how you really want this to look. So the first option is using a niche name. So this is about clarifying who it is that you serve and incorporating that into your business name and your URL. Now, in the event that you ever want to change who it is that you serve or you want to add on another type of client that you would like to serve. Well then you've gotta think about that when you are selecting your name, do keep in mind that there are businesses who make millions, literally millions, millions of dollars serving one is single industry or one single type of client and no one else and have been able to do that for years and years and years. So I don't want you to not select that just out of fear because if you select the right one and most likely you will, then you can certainly make this happen and use this for years. Now, the second option is to think about the problem that your ideal client is going to come to you with and the solution that you are going to have to offer to them and you can incorporate that into your name. A third option is just to create something that's memorable, It's creative, It's fine. And a might have a personal story, let's say behind it that you can tell clients but isn't necessarily tied to a specific problem solution or niche, right? And the last option is to use your own personal name. Now this is certainly one that you want to think about because it definitely has some great advantages, but there's also some disadvantages. A great advantage is that it is a much more personal. A lot of people don't want to work with this huge company and there's tons of people. They like that personal touch. So knowing that they're actually going to work directly with the owner, they're going to get to know you. They're going to build trust with you. That is a great thing. But keep in mind that you are likely going to be the person that any future client always wants to talk to. And we'll feel a little bit confused if now they're being passed off to someone else or never actually get to speak with you. So that is something to keep in mind when you think about how do you want your business to run? Do you really want to always now and always in the future, be the face of your business and be the one doing the work, doing all of the client communication. Another thing to keep in mind is, let's say five years from now, 1020 years from now, you have this great successful business, but it is branded to you. It is going to be really tough to be able to sell that to anyone else because well, it's in your name. So again, all have pros and cons. I just want to give you some things to think about. But before you pick a name and you finalize it, make sure that you go check to make sure that domain is available. And also Google that name to see what else comes up just to make sure it all looks good and I'll explain, you're okay if the potential client types in that business name. 11. 12 section 4 overview: Now that you're starting to get more clear on exactly who it is that you want to serve. Let's start getting into the details of actually running your business. In this section, we're going to start to look at how to go about determining your prices, how to understand each and every project so that you completed accurately and quickly to generate the most revenue, how to create a client proposal and contract. And yes, you'll find documents for that here down in the Documents section. So you can simply download it and edit it to your liking this, you can start using it in your business. We'll also look at some tools to be able to track everything. So that sounds good. Well, let's get to it. 12. 14 understanding the work: If I give you one piece of advice to help you eliminate about 95% of the problems that tend to come up in your business and working with clients, it would be this. And that is to make sure that at the beginning of a project, you slow down enough to make sure that both you and the client are on the same page to make sure that you clarify what it is that the client says they want because they're not always a 100 percent clear even themselves what it is that they want and it's your job to help pull that information out of them and then make sure that both you and the client are on the same page about what is to be done. So this is going to help you so, so much. So don't be so excited too. Actually land a client that you just breeze right through this part of the process because it will really come back and hurt you later on. And it's going to end up with you not being happy with the amount of work and time that you have to put into the project and it leaves the client not as happy themselves. So a lot of this can be completely eliminated by slowing down and really clarifying everything up front. So what I want to look at here are a list of questions that you can ask all of your potential clients to get you on the same page. Now I am going to include a full list of questions in the resources section so you can access those. But these are some of the bigger ones that really just get the conversation going so you can make sure that you have everything clarified. Now, the first question is to tell me about your business as if I were one of your new client. And this really just gets the client talking. It gets them thinking about their business and how they like to present it to customers. And everyone likes to talk about themselves and what it is that they do. So allowing them to just go on or not. Now this is a good question to be able to just now this is a good open-ended question just to allow them to keep expanding on what they do. Always good to ask any follow up questions just to make sure you have everything crystal-clear. The second question is when and sinners arrive on your website, what are the top one or two actions that you would like a visitor to take when they land on your website. This could be to subscribe to a newsletter, to book an appointment, to purchase a product, call a phone number. And now way as you've gathered that information, you can really understand what the goals are that the business has. But you know that you really want to highlight those elements in your web design to help drive as many of those types of conversions as you can. The third question is, what do you hope to achieve with your website? And so this is really going to help them really expand on what it is that they want. Most clients are not just going to want a pretty website for the sake of having a pretty website. So they may get more detailed. Our website isn't doing anything for us. Maybe it doesn't have enough information on it. We want to be able to add more products to sell, but it really allowing them to expand on it. If you want to ask a follow-up question to that or word this a little bit differently. One thing that I like to say is what made you reach out for help now, because there is something going on that has pushed them to the point that right now they believe that this is a big enough problem that they are going to take action. And so that's actually something very important for you to know, because this is going to show you what actually lights a fire under them. What is so painful for them that they want to fix it. They want this problem-solve. It gives you a lot of insight and it helps direct your conversations around that point. In particular, help you write your proposal around that pain point in particular. A fourth question you can ask is, when would you like this work done by? So this is where you can kind of gauge how realistic a client is and whether or not they know what is involved. Give you a hint. Most kinds don't know how long this takes or how much is actually involved. So if they say law, but like this, then the next four days or in one week or I don't need this done for six months. It's not only going to help gauge how realistic they are, but also how urgent of a need this really is for them. Now the fifth thing you can ask for is to ask them for two to three sites as an example, and have them pinpoint certain things that they like or don't like about these websites. So this could be they like the color scheme. They like a particular feature or how something works, how something likes. They don't even have to like the whole entire website. And the website doesn't even have to be in the same industry as them. But by asking this question, it helps us incorporate the client's own look and feel or perhaps the business look and feel. But it is good to clarify that we want to look at specific elements. But at the end of the day, what is most important is the conversions and making sure that those visitors are taking action. So what we're gonna do is design a website with a primary focus being to make sure that those visitors are taking the action that the business owner just told us they wanted to. So those are some of the most important questions that you can ask initial client. They mentioned I will give you a full list. I don't always ask every single potential client all of these questions, but it really helps you see a variety of questions that you can ask to really drill down to what is going to be most important for that particular client in that particular website. 13. 15 creating proposals: So it's time to write a proposal. This is where things get fun and I am including a sample template that you can use for your proposals in the resources section. So make sure to check that out. You can simply download it, tweak it, and start to use that with your next to a potential client. Now, as we just talked about, I don't want you to be in a rush to get to this point. The client who is a right fit for you is going to stick around, allow you to really get to know their business. In fact, these clients are gonna be the ones who really appreciate The time that you take to really understand their business, to really understand what it is that so important to them so that you can help them achieve it? So many people are quick to just jump to the proposal. Yes, give me the project when the project that they will really appreciate you taking the time to show that you care and are actually interested in their success. In fact, I have many clients actually pay me to create a web site plan for them that they can then turn around and pay me even more to be able to actually implement that plan. Or if they wanted to, they could take that to someone else to be able to get another quote or to be able to work with someone else. But this is how important it is to really make sure that you are understanding just how involved every single project is so much that I can actually take 20 hours to go through all of these details and to pull a cohesive strategy together so that the client really exactly knows what it is that we're going to be doing. So that in itself can be a paid service that you can offer. But keeping things simple here, regardless, even if you're just going to jump straight to designing a website for them, that is fine. But you need to make sure that you understand it so that you can put that proposal together. So as I mentioned before, if you do want to make sure that if you really understand their pain points, you want to use their words, okay? Take their words, the ones that they actually use to describe the problem to you. The words that they use to share with you what it is that they specifically want. Put those words in your proposal. Now, yours don't twist the words just to use their words because when they read the bathroom, are they owe this person really gets it. They understand me. Okay. So make sure after you're done talking to them, hang up the phone or even as you're on the phone, note down there specific words so you can use them when you get to this point. So within a proposal, you're going to find a detailed description of what the work actually includes. You can even go so far as to include in that proposal what the work doesn't include. So you can make sure they're even more clear. You can include the timeline for when the project will start, when the project will be done by the price for the work and even some specific terms and conditions. One extra tip is that when you are creating this proposal, this doesn't tend to happen to too often, but it certainly can, is that you can write in how long you will honor that proposal for. So this has happened on rare occasions where a client has taken a proposal, seen it, and then disappeared off the face of the earth. And then they've come back nine months later, a year later. And they're like, Oh, now I'm ready. And then they show you that proposal. Well, hey, that far down the road. Well, maybe our services are a little bit different, maybe our processes different, maybe our rates are just higher. So, uh, when we put in a date that we will honor that proposal until that helps them just see that. Well, we don't agree to all of those same terms. Should you not make a decision and pass this specific date? Now the proposal section, you do want to be able to get through this as quickly as possible if you speak to a client and then you do not give a proposal to them for 234 days or VI, it gets harder and harder to land that deal. So the faster that you can turn out a proposal and send out their way, the better off you're going to be, the more likely you will be to close that particular deal. So a great way to go about this is to actually have a template on hand that you can simply go in and then you can customize any of the details that are specific to that particular business and then leave the rest the same. So you can have all the wording in there about the timeline, but then you can just change the specific dates. You can have all the details about what you would do and only customize this specific details that may change for that particular project and so on. So you have actually said all of this up just in a Word document. You can use the one that I've shared with you and just highlight the spaces that need to be changed with each different client. Make a copy of that template, change out the details and send it over to the client. Now if you really want to step up your game the way that I like to do this, because I find that to be most effective and really helps get the client to make a decision quickly. Is this. I want to create the proposal. I do not want to send it to the client until we have an opportunity to review it together. Because what happens when a client looks at a proposal by themselves? Yep, they jump straight to the pricing page. So anytime that you are able to present this live my life, I don't mean in person, but online you can share your screen and that way you can walk them through the proposal. You can stop them at each section, make sure that they don't have any questions, make sure that they understand what is included. And then you can move on to the next section. And that way you are facilitating that conversation. You are helping make sure that they understand the value and then lead into the price with that. Now what I like to do is present this within a software, which you can also do is then after you finish reviewing it with them, go ahead and just send them a quick link via e-mail. Then when they open it up, they see that they have this same proposal that you have and they are able to sign that they agree right there while you're on the phone within that software and as soon as they sign, guess what's next, they hit the play button and they can pay you right there. The hardest thing is sending them a PDF for the proposal, then asking them to somehow sign that and then they have to download a software to do that are printed out and try to scan it into you. And then they have to go somewhere else to be able to pay the invoice. The easier you can make this process on the client, the absolute better if a recommendation would be helpful for you if you don't already have a software, go ahead and check out the resources section. I'll share with you there what I use. But that is definitely a process that will make this a much, much easier for you. And I absolutely consider this a revenue-generating software because although there is a small price for this, it allows you to have that template ready to go, be able to get a client to sign into pay. And when they do that, well, you're making money. 14. 16 creating contracts: And it's the proposal has been agreed on between you and the client. Now it is time to send a final contract that is going to outline everything. So the contract is going to include everything that the proposal did in addition to a few additional section. So one of the reasons why we like to separate this out is really to not overwhelm the client and make everything feel very heavy. Give them even more to read and to decide about before they make a decision to work with you. So we want to get to the core of the work, clarify everything, make sure we're on the same page, make sure that costs has been agreed to, and then we can add in some additional sections to really move us forward here. Some of these sections include needed material, payment terms, fees, and additional services and some other sections. So in the needed materials section, this is where we're going to be asking for everything that we need to get our job done before the project ever starts, it is absolutely imperative that you collect everything that you need before you start the project. Because this is where the client can really start to delay the project because they get busy or they forget. You gotta go through a lot of follow-ups. And the more time that you spend chasing them to get what it is that you need to do your job. The last prophet that you're gonna get from a disk projects. So we get everything up front and that really helps. So some of these needed items are the copy for the website and he hosting or other account information that you would need access to. Images, a logo, for example. Now this is also going to include payment terms. So it is very common for the price to actually be built in increments. And for example, we're going to collect a certain percentage of the project as initial deposit just to make sure that the claim is serious and to allow us to get started. And then through different phases of the project, then the client would pay the additional amount. This can be broken into two payments or three payments depending on the type of work that you would do and what your preference is for that. I would like to see you charge a deposit of at least at 40 to 50 percent of the project price up front, and then you can make the decision about what to charge after that. Now, the fees and additional services section, this is really to help clarify what happens if the client would like to add on any additional services or if there are any changes to what has already been agreed upon. It's very important to clarify this upfront and even talk to the client about it doesn't have to be this whole big to-do. We do want to make sure that they understand the importance of the process that you're going through, the stages go through in your work, and how important it is to get feedback at each step of the way. So that way they don't end up having to pay more because we want to make sure that they understand changes require additional money so that they don't make those changes or desire those changes after that point. And if for some reason they do end up doing that, they will understand already that that's going to cost them more money out of pocket. So the when they know that up front, when they know that if I make changes to this down the road or after a lot of work has been done well, I'm going to have to pay extra for that. That really helps them pay attention throughout the project, give feedback when requested, and it helps everything just run a bit smoother. So in the resources section, you are going to find a sample contract that you again can download, tweak and use in your business. You're also going to find a sample contract there that I have included explanations within. That way you can go in into all the different sections. I've added additional information to make sure that you really understand what is included and why everything is where it is. 15. 17 sec 5 overview: Communication skills are incredibly important as a web designer, not only will these skills help you have a successful project, but you are communication can literally make the difference between having a successful business or having a business that fails. That's why in this section we're going to be looking at how to establish a workflow process so that you, your team, if you have one or if you may have one in the future and your client all know what to expect. We're also going to look at how to establish expectations so that you stay in control of the Web design process. And when you do that, that helps you to complete projects faster. Why it should, at the end of the day, helps you be more profitable. 16. 18 establishing a process: Something that will prove to be very important for your business as you go forward is creating or establishing a workflow process. This is not something that you are going to start with. So if you don't have one yet and you're just getting started, don't panic, don't wonder all about this. Rather know that this is something that as you grow that this is going to become very helpful for you and help you to be more profitable as well as some other benefits as well. So the reason you want to create this workflow process is to really organize how you do your work to just overall keep the project very organized. And it's going to make you more money the more organized you can be. Now there really are two parts to this process that I like to have it ready for me. The first is a general process and this is something that I will share with clients. And the purpose of this is to help them see the different stages that we go through and so that they can understand more about what is involved in what to expect, where I will need their feedback and how everything over all is going to run. There is a general process that you can download here that is something you can share with clients. Of course, you're going to want to tweak this so that it matches your own business, but you are free to download and use it. Now the second part of this is an internal process. And this for me at least is a checklist style process that literally will go step-by-step through every thing that I need to do for our clients. So this starts with the very beginning stages of speaking with the client. What we talk about, the questions that we go through, what type of information I look into to find out more about them and creating the proposal, the whole, entire process. So overall, this is going to help us know where we're at, especially if there's anyone else that is on your team. It looks at who is responsible for that and the overall timeline of the project broken down into deadlines for specific task to make sure that the project is done on time. Now this is going to help you shift between projects quickly. So when you get to the point where you have 3, 4, 5, 6, ten projects going on at one time, it really takes a lot of energy to be able to shift between different projects. So in one day, if you have to complete multiple things from multiple projects, it can be harder to be able to organize that to make sure things are getting done and really remembering all of the tasks that have to happen. So that's where this workflow process really becomes helpful. It also allows you to provide customer updates to very quickly. So let's say you have a client who calls you and you need to be able to provide an update. It just really shows that you're on top of your game. And it doesn't take as much time because you can literally pull up their project, be able to see all the details, what has been done, what's left to be done and give them a quick status update. And that just really makes you look good. But more importantly, you're going to find that the more organized you are, the more profitable your business is going to become. So a workflow process is not something like I mentioned that you start with from day one. This is something that you build over time. So I am also going to include in the resources a general workflow process. Now, you're going to need to tailor this based on the type of projects that you work with. Which is again, another reason why it is helpful to really hone in on who you serve, because then you have a workflow process that works for most of the projects that you are doing. And you really just don't need to tweak very much in between projects. So as you start to work on projects, start noting down what you need to do and don't be afraid to get detail. The more detail you are, the better off. And this is going to also allow you to have other people step in and start to handle things that down the road. If you ever decide to bring anyone on. 17. 19 establish expectations: Hopefully you've been seen in the different little tidbits I've been offering you as you go through here. And really as you start to piece all of these together, this is what helps keep things simple, which is the whole goal here. And this just helps everything runs smoothly from your claim communication to the actual process and delivery. So the more simple that we can keep things the better off. So one more thing that we're going to talk about here when it comes to client communication is establishing expectations. This is what makes things easy and just keeps that process running smoothly. So by establishing expectations, this is really what's going to help you as the web designer stay in control of the project, which is very, very important. We do not as a web designer, will want to allow the client to take control of the project. Now I'm not saying that we come off as the end-all be-all most powerful being willing to our clients, of course, but rather we just want to make sure that we have the process. We are sharing our expertise and we are sticking with the process that we have. And we are allowing the client to communicate with us. We're asking them for feedback as we go, but it is on our terms. I really believe that the client is the expert in their business, but you, as a web designer, you are the expert in what you do. And so we need both of those parties to come together to bring their individual expertise to make this work. But if the client comes and wants to do your part of the process, you are a part of the job. That's where you start to lose control and the process does not go as fast. So by establishing expectations, you are setting these boundaries. But at the end of the day when the project is done, both you and the client are going to be happier. So it is much more worth it. So this sounds great, but how do you do that? So the very first thing that you can do starts with the initial conversation. This is where you are sharing your expertise. You are sharing your process and you are asking some of those questions that we talked about earlier on. The next thing that you can do is make sure that you are not doing any project without a proposal in contract, so that there is a clear agreement about what will and will not be included in this. It is. Okay. And I think it's a nice thing to do is to make sure that you let the clients know not only what you expect of them being the client, but also what they can expect to view because this is very much a two-way street. We also talked about creating a workflow process and part of establishing your expectations is making sure that the client is aware that that is the process that you will be following. Stick to it. You do not need to deviate from the process. Again, we're not going to allow the client to dictate how you do your job. But this really all comes down to communication that you'd beginning of the project even before the project has been agreed on, is very, very important. So make sure that you are updating the client before they asked for it or before they expected just overall stay on top of client communication. That just makes everything so much smoother. Now, one last thing I will leave you with is that there are clients who will come to you that actually can be very good clients, but they have had some bad experiences. So I will leave a resource here for that as well, just with some additional insight and training I can share with you to help you really see where a client comes from. And that way you're going to be able to determine, is this a client who could be a good client if I address this or is this a client that is really just showing me some red flags and I need to be able to walk away from are right now. So definitely very important in being able to read these clients who are coming to you. So you can determine which one is right and which one you'll be able to actually work with. 18. 20 sec 6 overview: As you start getting in your first projects, you are inevitably going to start dealing with things that are going to cause the projects to get delayed. This could be clients asking you for changes, clients delaying the launch, them asking you for a small updates or even asking you for training. So in this section I'm going to be sharing with you exactly how to deal with these scenarios without losing your mind. I mean, time is money. So the more efficient that you are in handling these situations and the better. 19. 21 handling client requests 2: All right. Now, I want to help get you prepared for a handling client requests. I guarantee you, as you start to work with clients that they are going to request you to make changes to the work that you have done. What I want to help you do is get prepared for this now before it happens. Because if you take just a little bit of time to think through this process, it is going to help you eliminate so many problems that can come up if you don't take the time to actually plan for this. So I'm just going to give you a handful of tips to do. And if you incorporate these in your conversations with clients and how you handle things that process in your business. This is going to eliminate so many problems. You are going to be able to keep your projects on track. You are going to be able to make sure that you are achieving the clients number one goal that they came to you for. And this is going to make sure that your projects are profitable. The more time that a project takes, the more things get delayed, the more things go on and on. Well, the less profit you end up with at the end of the day. But most importantly, this is just going to help keep your business find you're going to enjoy the work more when there's just a process of things can run smooth. Now so much of this starts at the very beginning of a project. In your initial conversations with the client, we've talked about some of that earlier on, and I want to make sure that that is where you are planning to help eliminate the problems that are going to come up later in the project. So this is where we are taking the time to understand the client's needs, what their goals are, and ultimately understand all the little details of the project. So we make sure that we are very clear on what it is that needs done. And we can help make sure the client is very clear on what is going to be done. Now, part of this is we are sharing our process for the different stages that a project is going to go through when they choose to work with us. This really is non negotiable. This is our process. If you work with us, this is how the project goes. Now we looked at some of the stages earlier on, I gave you a document that you can download tweets. So you have something to start with to be able to share with potential clients. But this is not just informing them. It's almost like a mini training to let them know this is how this is going to run. So that is why it's so important to let them know up front how you handle projects and really help them see the value in that. So that way they follow along with that process and don't try to just mix things up a bit. And when they do or if they do, you're able to steer them back to that process that you talked about the beginning and remind them of the importance of sticking to that process because that's what you follow in order to help get them what they want. Now also in the beginning of a project, you have a contract. So this is where you want to make sure that you are talking about your process. Specifically, you want to make sure that you are mentioning what happens. Should the client want to request any changes to what you have already agreed upon. This could be additional services. This could be just asking to make some changes or updates that are outside of what you already agreed upon and how that is going to be handle. So that could be something as simple as you will quote that separately, or that could even be something that you would quote separately after the initial work has been done just to make sure everything stays on track and you get everything done. Now, there's a couple of things that I like to do when a client request changes, and one of those is to look at and changes and ask myself, does making these changes help us achieve that end goal that the client came to us with saying that this is why we're hiring you. This is what we want. And if the answer to that question is no, that's where you don't need to be afraid to share your opinion, to voice what it is that you are thinking. Because again, they're the expert on their business, but you're the expert at what it is you do. So the client isn't necessarily going to come in and just be allowed to dictate everything that is going to happen with your job. So this is where I let them know what these changes while we can make these, what I'm afraid of is that these changes aren't going to help us get to this goal number 1 here that you set when you started working with us. And if we start working on these changes, not only is this going to cost more, because this isn't what we agreed upon. It's not going to help us achieve that goal in it's going to delay the project even further. So how about this? How about we finish up what we've talked about to make sure that we can go ahead and let's say you launch your website, get that going, track the results, see how that's working for you. And then let's come back and revisit these changes and see, do we still feel that they are necessary? And if so, then we can take a look at incorporating those. So see, these are ways to be able to remind them of that process. I don't wanna keep you on track, want to help you reach your goal. I want to do this on time. But this is really going to steer us in the opposite direction. So see when clients are reminded of the consequences of that, a lot of times they'll back off and say, Wow, Now that that's okay, that doesn't need done or, yeah, I want to revisit this down the road. Now another very important thing that I like to do is when asking for feedback, to ask for specific feedback. So I don't want to present a design to a client and then say, what do you think you'll like it? Don't like it. What don't you like? What would you want me to change? I don't want to ask for any general feedback because a client will pick that thing apart and there is no rhyme or reason other than they like it or they don't. They think some thing could be prettier or just different, but there's no purpose behind those actual changes. So as we are making a website, what we're essentially doing is looking at how is the way I'm putting this website together going to help the client again get more traffic or to be able to convert that traffic better to get them to take that, that next action step that that business ultimately once and to to call the phone number to fill out a request, a quote form to make an appointment. So that's where we want to make sure that we are keeping them focused on that. So one way that I like to do this is to present a design on a live call. That way I can share the design with them for the first time line. I can gauge their reaction by seeing them or by listening to them, but also walk them through and remind them that this is the reason why we put this site together. And then this is why we've structured this site in this way, because we believe that this is going to help you get that result from it. And so see, that's where we are keeping our conversation around what is most important and what they ultimately are paying for and less on. Well, do you like the size of this button and you like the color of this font or the size of the font or the actual font. And it keeps us away from all those little bitty detail. So that's why we want to ask specific questions to make sure that we are staying focused on that big goal. Now, if a client does ask for some changes and let's say they asked for a non time consuming task, just something small, change in a button color or something, you know, very small. It will literally take you a minute to go in and do. You can choose I'm saying this with a word of caution. You can choose to go in and make that quick change for them if you choose to do that. But you prepare that depending on who you work with, that that could lead them to, again, request additional changes. So I literally like that if you decide to do that, that you use that as a learning opportunity to remind them. Typically, these changes need to be made as part of our feedback process. The next time we are scheduled to do this is on x date. And we really want to make sure all of our changes are going to help us achieve X goal that you have. Anything outside of that. We really want to look at that separately once we've finished this initial work. So you see, this is really nothing massive that you need to get prepared for or to do in your business. But just by simply incorporating these thoughts here into your conversations by making sure that this is in your contract. I really just incorporating this in your conversations and the process that you have in your business ongoing. This is going to help you eliminate so many issues and help you to deal with any client requests that come up. 20. 22 client review and final testing: Azure are getting towards the end of your project. This is where you want to make sure to have scheduled a client's review. You want to make sure that you or your team is doing a final testing of the website. And you want to have the website approved by the client for lunch, which means that you'll need to have a launch date set as well, which we will talk about in a minute. So this is a final review for your client to just take a look at a website that you believe is ready for launch. This is typically where you're going to have that your team do the final testing. This is where you're gonna go in and do things like tests. All of the forms, do they actually work? Do they submit? Does the actual person receive an email address? Is it set to the right email address? Are you testing that the website works in different browsers and appears correctly in different browsers. The mobile-friendly version is working and any important features are working, like appointments, being able to be set, or products are able to you purchased and so forth. Now this is another opportunity to go into the client and be able to preferably present this live again, walk through the different pages with the client, have them take a look and be able to sign off her final approvals so you can go ahead and schedule the website to be launched if the client to ask for additional time beyond just that phone call, would like to give them 24 to 48 hours at absolute max. The reason for this is we want to make sure that we keep the project on time. We want to make sure that they are aware of the launch day and we need to have their feedback back in order for us to be able to have the time to spend to update anything if necessary. And also by keeping that feedback time down to 24 to 48 hours at max, it also minimizes the amount of feedback coming in. And so if for instance, I give a claim in 24 hours to send their feedback back to me, then they're usually going in and they're just looking at what are the big things? Is there anything big going on? And again, keeping us focused on their number one goal and getting it done on time. And then that way, I don't really want to spend more than 24 to 48 hours at most myself being able to implement the changes that they've passed over if there has been anything, but there shouldn't be anything big or alarming at this point as we've been continually keeping the client up-to-date and asking for specific feedback along the way. 21. 23 when to launch site: When it comes to launching a website, there are definitely better days to launch a website and then others, my recommendation is to launch a website on a Monday or even potentially a Tuesday as we start getting later in the week, that gives us less time to respond if anything happens or doesn't go according to plan. So if, for instance we wrap up a project on a Wednesday, we will typically wait until that following Monday in order to launch. If we were to go ahead and launch the website on a Thursday or Friday, and we happen to notice a major bug which didn't happen because we should be doing the final testing before lunch. But things can happen. And if things happen on a Friday afternoon, well, guess what? You're going to be stuck without a weekend. So in order to avoid that, what we wanna do is we of course, after final testing, just make sure that we are launching on a Monday if we can, preferably on a Monday, if not on a Tuesday, to give us all the time that we need to be able to correct anything. So always launch on a Monday or Tuesday. 22. 24 30 day website guarantee: One thing I like to do for clients is to offer them a free 30-day bug fix a guarantee. And what this is is if we launch a website from the actual date of launch and a 30 days, they're out that we will fix any bugs that come up for free. And if that's a little bit terrifying to you, like, Oh my goodness, all these things can happen. I'm responsible for them within 30 days. There of course are some caveats to that. The first is that if the client decides to go on their site and just start playing around and anything that happens because they were in there, they caused it. That of course is not included. What we are guaranteeing is our work, the work that we have done and we feel confident is bug-free. Now, I feel confident because at the end of a website project right before we go to lunch, this is where we do quality assurance. We're going through the website, we're testing everything out. We're looking at everything and making sure really that there aren't any bugs on the site. But if for some reason there was something to happen with a software or something that was outside of our control, outside of the client control. They didn't cause anything. Well, then we will go in there and fix that. I can count on one hand the number of times that that has happened in many, many, many years of doing this. So it is highly unlikely that this happens, but this does provide some reassurance to the client. And I think overall, it just a good thing to do to really guarantee your work, especially if you will feel confident in what you've put together. 23. 25 training clients on website: So now the website is in the client's hands. You have done the job, you have pass it over to the client and you're done. But what you wanna do here is really talked to the client about them up, deeming the website. And there really are two options that you have here. The first is to pass along a document with some instructions or to share with them how they can actually go out making changes on their website. Or more preferably, what you can do is offer to sign them up for a website maintenance plan that you offer. Now, I have a lot of thoughts on website mean is I'm that I'm going to share those coming up so I won't go too deep into that. But what I want to emphasize here is that I would encourage you not to do the in-between. And by that, I mean, I don't want to see you just do one off maintenance tasks. So this is where the client says that they're going to do it themselves. They don't want the website maintenance plan, but then they end up coming back and just asking old, could you do this little change? Oh, yeah. And could you do this little change over here? So you see what happens is then you end up with these five minute, 15 minute, 30 minute task here and there. And then you're trying to figure out how do I bill for the short periods of time and still be profitable for that? So there of course, are ways that you can do that, but with everything in your business, there's an opportunity cost. So anytime that you're being taken away for 15 minutes or 30 minutes on this task, which really ends up being more because you're emailing about it. You're looking for the clients login, you're getting into their site, you're doing the change or emailing them back. They'll email you back. It says whole deal for a short amount of work that you really aren't going to be getting paid a lot for. So definitely have some suggestions coming up on how to be able to handle that. But really, what we wanna do is we want the client to either take it on themselves and they accept full responsibility for maintaining their website or they're going to allow you to fully maintain their website. And the reason why I don't like you to do the in-between is because you're not maintaining their website at all. You are simply just collecting some updates here and there. So this is why I don't like to make changes for clients unless they are on my website maintenance plan because ultimately that is what is going to keep their website working really well. It's going to be a well oiled machine and it will work for them for a long time to come. So my goal here is to keep you profitable and not doing the in-between is one of the ways that you're going to stay as profitable as possible, while at the same time it's still doing what is in the best interests of your clients. 24. 26 sec 7 overview: Having clients who are happy with your business is obviously important. But I'm here to make sure that you know that you never need to sacrifice your own happiness or the enjoyment of your business just to make a client happy. So when we set things up correctly, both you and the client should be happy in really enjoyed this process. So in this section, we're going to look at exactly how to make that happen. 25. 27 secret to happy client: So let's find a balance for keeping you happy while at the same time making sure that your client stay happy as well. Now I like to keep things simple, so I am going to be sharing with you some tips and some extra things that you can do just to really make your clients happy. But I want to remind you that at the end of the day, if you wanted to keep this really simple, then here's all you have to do. One is just communicate with your clients, make sure that they feel heard. Make sure that they know when you will be available to speak to them when they're expecting an update, just make sure that the lines of communication are open. Does it mean that you need to allow them to call, text, and email you at all hours of the day and night, but at least provide a structure to that so they know what to expect and they feel there is a good communication right there. You're going to make them happier than a whole lot of other web designers out there. But at the end of the day, all you really need to do is to do what it is that you said you would do by when you said you would do it. And that's it. There are so many people these days who don't have great communication skills and don't follow through on exactly what they said. So just by doing that, you can make your clients happy. And all you've done is exactly what you said, what you really want to go beyond that. It's a wonderful thing, but you don't need to feel pressured to do this. But let me give you a few other things that you can do. One is you can come up with a quick freebie or some sort of upgrade. This could be giving them access to a premium software that they could add to their website that adds some sort of value. You could offer them a free 30 day trial to your website maintenance package if you wanted to, you could send them just a small free gift or even a hand-written card in the mail. All of these just small gestures can go along way. Now establishing boundaries with these clients is also very important, and saying no is equally important. So we talked about how to handle client requests. And sometimes the way we handle it is by saying no. And when you don't have a lot of clients saying no to the client, you do have feels really scary and I completely get that. But I want you to recognize that clients also do appreciate the process that you have. They feel good that you are guiding them through this process. They like your organization, and so don't feel that you are going to lose this client or the client will not be happy if you ever have to tell them no, that is just not true. And whatever you do, just don't change your process. We've talked about having a process that you go through with your clients, with your projects. Stick to that process. When you do that, you're going to remain happy and you are happiness really ties into the success of the project because you're much more likely to put in more effort into a project and just keep it going when you are enjoying the work. So make sure to stick to that process and help keep the clients in line with that too. So you see a lot of what you can do to make the client happy and keep yourself happy is just doing exactly what you said you would and not feeling that you are required to listen to every request of a client and just start going outside of exactly what you have agreed upon. 26. 28 how to establish boundaries: This is something that I really like to talk about because I never ever want to see an entrepreneur and not enjoying their own business and establishing boundaries is very important to just your overall enjoyment in your business. So if you are ever in the situation where you don't know if you can continue doing this long-term. You're finding clients to be difficult, to find them to be horrible and not fun and you're just not enjoying this process. That means there's something that you can do and this is something that you should look at. So if you have been feeling bad, if you've ever been feeling doubtful or unhappy, there are likely one of two things happening. The first of those is that you did not set boundaries with a client. So we've talked a number of times already about the importance of that upfront communication before a project ever begins having a process, making sure that client feels that they understand the process, they can follow along with it, they know when they're going to be communicated with. So really what I have been sharing with you is very intentional. I really want to make sure that I can help you eliminate a lot of the problems in your business. So if there are clients who are overall micro managing you, they are calling you multiple times, emailing you, sending feedback all over the place. Well, that's something where we really haven't established the boundaries. So every project that you have, especially in the beginning, I want you to look at this as a learning process. So at the end of the project, step back and say, what did I learn from this project? What is it that I can incorporate into my process to help that project go faster if I were to do that again, what could I do to better communicate with the client? So every time that we feel frustrated, That's where we kinda have to just step back, pull ourselves out of that situation for a moment, and look at what could I do differently? How can I communicate this differently with the client? How could I structure my process a little bit differently so that this doesn't happen again. So if it does, it's temporary and this is a great opportunity for you to step back and look at how to fix it. Now, the second reason is that you may not be charging enough. We start to feel this way where we're feeling bad or like this isn't worth it I don't want to do isn't fun when we don't feel that we're being compensated enough for our time. So this again is where you can look at, can I improve my process so that I can complete projects more efficiently? When you do that, well, then your projects become more profitable. And my actually charging enough, I've, I calculated out the amount of time that I have been spending and actually looking to see what this kind of project actually be profitable. And I'm making what I actually want to when I sit down and I calculate out the numbers when I look at the time spent. And do I need to actually increase my prices to make this worth it to me if you are doing any work on an hourly basis. This is also where you can look to increase, not necessarily just your hourly rate, certainly an option, but you can also look to increase your minimums. So if somebody sends you 15 minutes worth of work and you bill for 15 minutes worth of work. Well, that's where things start to feel like it's not worth it. So letting clients know that you have a minimum of one hour of work or two hours of work. So if they send you 15 minutes worth of work, well, they know that they're going to be charged for the full hour. This really helps them to make sure that they are pulling all of their updates together so they're not getting you five minutes here, 15 minutes here, ten minutes here. They're pulling that all together for you or they know that they're going to be billed for that full hour. So remember, this is your business, so this is your responsibility to run this in the way that you want it to run. And there will be clients who will be willing to work with you based on how you structure your business. So never do something simply just because you feel like that's what other clients would want. 27. 29 handle urgent requests: It's very possible at some point, clans are going to request work that is urgent. They want it done on the weekend or even a holiday. So it is best to make sure that you think ahead of time how you want to actually choose to handle these types of scenarios. Now the easiest way to handle any rush jobs, urgent weekend, holiday type of work is to don't you are under no obligation to handle these types of requests after all, these are the types of requests that are going to take you away from other plant work that you have agreed to do. It will take you away from your very much needed personal time, family time, fun time. So always remember that you are never obligated to do this type of work just because the client requests. Now if you choose to do this type of work, I want to give you a couple of tips on how to make sure that this is not only worth it for you, but also how to keep these types of requests to a minimum. The first tip is to charge a minimum amount of time. So by this, I mean, let's say a client says something has got to get up on the website, it's gotta get published means to happen this weekend. It'll only take you about 10 minutes to do well, you see that 10 minutes in in if it comes in the middle of a Saturday, let's say now I can undo the original plans that I wanted to do and I have to make sure that I am somewhere that has an Internet connection. I have to have my laptop or my computer setup there so that I'm able to make those changes. So I am not willing to rearrange my weekend for a 10 minute change. So for instance, this is where you can say on the weekends, the holidays, or whatever, I have a three hour minimum, so you can give me three hours of work or if you only want that 10-minute change, that's fine. I'll do it, but I'm going to build for three hours. Now, another thing that you can do is to increase your rate. So instead of, let's say just to keep numbers simple, $50 an hour. Now on the urgent requests, the weekend requests and so forth, you are going to charge 1.5 times your hourly rate, which now becomes $75, or now you charge it two times your hourly rate, which becomes $100. I have charged anywhere from 1.5 to three times my hourly rate. Now guess what happens when you apply just one of these tips, if not both of these well, those urgent requests, they become not so urgent anymore and those weekend or a holiday changes? Well, they did not being able to wait until the next business day. So this is going to eliminate a lot of those types of requests and really only keep them for the ones that actually are really urgent or really needs to happen at a certain time. But this also make sure that clients are preparing ahead of time so that they are getting the work done before, during the business week and preparation for what they have coming up versus asking you to interrupt your weekend. 28. 30 get repeat work: Just like with any business, being able to keep the client's IV already worked hard to get is so much easier. It's so much less expensive and so much less time-consuming. And it is to go out and find a brand new clients. So the whole theme of this course, we've been talking about having good customer service, haven't great communication with these clients. And so we want to keep that going because that right there is going to help you get repeat work from these clients. We've also talked about how just doing what you said you're going to do by when you said you're going to do it is also going to help you get that repeat work. But I wanted to gather some of the little things that we've mentioned here, along with several new things, just to have everything here together. So when you are looking for how are you going to go out and make sure that every client you get stays with you and that they are going to continue sending you work. This is going to give you all the ideas that you need. And most of these can be implemented with just a few minutes. There's nothing big or huge here for you to do, but something that when you know about you can put a little bit more effort into doing. So. The first thing is that we have already looked about the tactics to keep your clients happy. So I want you to go back and look at that section if you didn't take any notes there because that is really the best place to start is following through on what is going to make them happy and keep you happy throughout this process. The second is to look at what are some little things that you can do, wishes a little something extra, even if it takes you five minutes to do. This is going to help keep them happy. It just shows that you care, that you feel special and they feel good about having worked with you. The third is to have a referral program and not just put a page on your website. It says referral program and stick it in the footer of your website and hope someday somebody sees it. Actually make it known into asked for it. Because believe it or not, clients actually like to connect people that they know with someone who can help them. So if they've had a great experience, they've gotten great results and they know somebody else out, then they feel like they're helping you and they're helping that other contact of theirs out. And so that actually makes them feel good. So that is a good thing to do, whether or not you choose to compensate them or reward them in some way for doing that. Now of course, you want to complete your projects on time or at least ahead of schedule. And being able to respond quickly to clients, which doesn't mean that you have to answer every time that they call or respond to e-mails within five minutes, you have your dedicated time during the day where you respond to e-mails and phone calls, just make sure that you are doing it because that's what clients expect and you know that you're going to follow through with it. Number 6 is one that I really love and this is to find a way that you can support the clients business. This could be something as simple as sharing an upcoming event on your social media with those that you know, this could be, let's say if you have an author client and they launched a new book, purchasing a copy of their book, and even going as far as leaving a review for them on a platform of their choosing, you see these little things show that we really care about the success of their business. We care about them personally. And that goes a whole long way when it comes to getting repeat claims seven is to just be personable. I think so many times we forget that the person we're dealing with is well, just that a person. And so they have their own life, they have their own thoughts and opinions and interests. And so this is where we can get to know them a little bit. We don't have to necessarily become best friends with them. The find out about their interests, their hobbies, things that they've done, their family, what's coming up for them on this weekend. So just making sure that we are leaving a little bit at a time to be personable with them so that they actually get to know one line q and the same vice versa. Number eight is to not sugarcoat anything. I see a lot of entrepreneurs really tried to tell their clients what it is that they want to hear rather than what it is that they need to hear. So we don't really need to sugar coat things. And in fact, clients really appreciate when we just give it to him. And we don't try to sugar coat things just to make them not sound is bad or to make them sound better, we just give it to them exactly as it is. Number 9 is providing a frequent updates, so making sure that the client knows when to expect updates, making sure that we are going to them, giving them updates and not having them just sit there wondering, when are they going to get the next update and having to reach out to you in order to get that update. We can also offer free information. And by this, I mean, you can do something like send out an email which is educational and points to a blog post, perhaps it gives a fact, but this can be something that can be sent out to all of your clients, whether you have one client or you have a 100. This could be blogs that you wrote, but the Indies, you can also ask for any referrals as well, anything that you can do to remind clients that you want additional work. This is a great way to say and if you know anyone else who would find this information helpful, please share. See, when I first started sending newsletters, I was hooked very, very quickly. And the reason was because when the clients would read the information more times than not, they were responding because they wanted additional work done. You see, they haven't reached out to me. The reason I got work was because I reach out to them about something unrelated to the work that we're doing right now. But just because they got the email, it was easy for them to just type back, Hey, can you help me with this? And then that spurred additional work because I was right there in their inbox even though most of the time the work that they sent through wasn't actually about what it was I was sending, but this is a great way also that if you want to put additional offers in front of a client, you can give them something that is helpful for them to be able to take consume. They can take action on, or if they choose, they can turn around and they can have you implement what you discussed in that newsletter or blog post. And a Finally, number 11 is to follow up. So if you have a client, for instance, who you have wrapped up a web design project, this site is launch, you're done. Everything is good. Part of my process with the client is that I'm putting in my calendar dates after that project is done where I am then following back up with that client, just checking in, Hey, it's been 30 days since we have wrapped up the project or your site has launched, how are things going for us, everything going as expected, or do you have any questions that I could answer view you see just keeping the lines of communication open. That is what is going to get that repeat work. So don't expect that the client is always going to just contact you. There's things that you can do to just put yourself out there, not necessarily knocking on their door saying, Hey, do you have worked for me? Do you have work? I need some more work, please. Any projects but just putting yourself out there so that they can quickly respond to you if need be. You're continuing to provide value, show them that you care and they'll send you that additional work in exchange. 29. 31 sec 8 overview: At some point you will receive a client complaint. And in this section we're going to be looking at how to handle a client's complaint so that you can turn a complaining client into a happy, loyal clients. At the same time, we're also going to be looking at in what situations it is best to turn away a client or even fire a client, because we want to make sure that your business stays profitable. And at the same time, you're able to make a big impact on the businesses that you do, sir. 30. 32 handling client complaints: Now if you do receive a client complaint, just take a deep breath. Be calm and remember that just because you receive a client complaint doesn't mean that you're going to lose a client. So it's not receiving the complaint is how you choose to handle the complaint that determines whether or not you're going to get to keep this client. So I wouldn't look at six steps here that will help you turn this complaining client into a happy clients. You can keep them in, carry on. Just don't get upset if this happens because it can happen to anyone and if for any reason, and rather use this as an opportunity to be able to improve your business if there was something actually you that you could have done differently. So the first thing you wanna do when you receive a client complaint is listen, listen, listen, listen. Don't talk, don't interrupt. Don't even try to fix the problem yet. Just sit back and listen that way the client can get it off their chest. They can say everything that they need to stay and you can hear what it is that's going on. Now the second thing you wanna do is restate the problem in your own words. This is going to help them make sure that you actually heard them and it makes them feel that rather than you saying Yep. Okay, I got it. I'll take care of it. It just reassures them that you really did take the time to listen and you really understand the problem. And that right there helps a lot. But this also just make sure that you are clear. But speaking of being clear in step number three, you want to ask questions to clarify, okay, so don't make any assumption. And this is really where you want to step out of your shoes in, into theirs and try to see this from their perspective, because it's very easy to get defends at all and it shouldn't be a problem or this one happened if they had done this, tried to flip it and see it from their point of view as well. And that can give you a different perspective. But if there's anything that you're unsure of and you need clarity, don't hesitate to ask questions because the better you understand the problem, the better you are going to be able to fix it and make that client happy. Now step number four is to ask what it is that you can do to make it better. Maybe there is something that you can just go in, you can fix no big deal. And maybe there's something that well, once it's done, it's done and there really isn't anything you can do. So after allowing the client to talk and you're just listening, you've restated the problem. You've asked any questions that need be, the next thing you can do is ask them, what is it that I can do now to make this better? I really want to be able to work with you. I really want to be able to make this better. What is it that I can do? And listen again and see what it is that they have to say. Now number 5, if there is something that you can do to fix it, to go ahead and and fix it and take care of it as quickly as you can. Because that shows again that you care if there's a big issue and you gotta get effects. Let's just get on it right away so that the client sees that you are willing to be there when it's needed and take care of any issues that come up. That's how you start to turn them into a loyal client. And number six is, after everything has been taken, care of, everything has been followed up on is to follow up. So you this is where I like to check in like, okay, I just want to let you know that this is fixed. How does it look from your end or if there was nothing to fix? Hey, I just wanted to touch base and see how everything's been going since such and such happened. And then remind them, thank them for their feedback. This is where we're saying, you know, I really appreciate the time you took to Columbia up or to email me, whatever and let me know that this was going on. I really appreciate that so we can get right on it and take care of that for you. I just want to let you know how much I do appreciate that feedback using. So rather than say, oh, they had a complaint using that as feedback. So you when you Amy that feedback and allow us to just get on it. But it's also allowing us to even more improve our system. So you see that, that turns a client into, hey, well, when I have something that doesn't go exactly right, they are very responsive. They hear me, they take care of it and they follow up to make sure that I'm still happy. You bet that client is going to stick around. 31. 33 reasons to fire: At times then working with clients, there may be reasons why you actually just want to let a claim go and you want to break up with them, you want to fire them however you want to put it. But there are times where it can make very good business sense for you to end that relationship. And so what I want to talk about here is how you can go about doing that. What are some of the reasons why you would actually want to do this? Because again, at the end of the day, you are in business and you need to make sure that your business is profitable. And sometimes the best thing that we can do to remain profitable is to get rid of the client who are taking away from our profits, not really adding enough to our profit. So everything has an opportunity cost. Remember, if we are working with one client that is taking away time that we could be finding the right client or working with the right client. So we gotta gauge while what are we giving up by working with each and every client that we have? So let's look at some reasons why we may need to let some plenty and skull. One of those reasons is if they slow down your productivity. So remember, we're trying to build this to efficient system. We're developing a process as, as you grow in your business, your process is going to get more and more efficient so you'll be completing your projects faster and easier over time. And so the more productive we can meet, the better. But if you have clients who were just not following your process, you have done everything to make it very clear you've got near their agreement on that. Time and time again are just not following through on their part. That isn't very good reason to let them go, especially if you haven't tried to address this and it's just not getting fixed. And there's really, you just don't have a lot of options. This is where you may need to let them go so that you can fill that spot with a client who is going to follow your process and help to make your work more profitable. Clients who make your life difficult. This can be the delay work, billing, payment. They micro-manage. Those are all some red flags signs of some clients you definitely don't want to work with. Now this doesn't mean that if I ever see some of these red flags or a client delays one payment or are they delay some work that's going on? There's something that's just not working. I first tried to enforce the boundary that was already established from the beginning of our relationship and revert back to that. And also just to try to find out maybe where the client is coming from because sometimes they are thinking something or they've had a prior experience. Well, some of that can come up during the project. And so I like to try to get to the bottom of that and find out what is going on. But if this is something that we've tried to address and again, we're noticing a pattern is continuing to happen. Well, there's only going to be so much that you can continue to do so again, opportunity cost, can we fill in that slot with somebody else who's going to follow that process, stay on top of what we need to and keep our business more profitable. Now I do keep referring back to our own business and making sure that we're profitable. But at the end of the day, we not only want to be profitable, we really do want to help our clients. And so if we can help our clients, then we feel really good. And so what we want to do is make sure that our processes helping us do both of those be profitable and make an impact on the business as we serve. But if a client is constantly delaying things, micro-managing, making things difficult, we're not going to get them the results that they're after. And so that's not something I really want to work on now if we are doing our numbers for projects. So remember we're, we're looking at all the amount of time that we spent it, all the different paths within our process. And we are getting to that bottom line. It is not profitable or not profitable enough. Well then that's that opportunity costs for us. We got to look at Who else can we put in this slot or who could we open this slot for? That would be a better fit for our business and us a better fit for them so that we can both make that impact and be more profitable. And if you are ever in a situation where a client is insulting, they are constantly talking down to you. They are talking like they are better than you, they know it all. We can try to address that for a little bit. But sometimes, you know, you don't wanna take abused at any point really in your business. Because again, we're not going to ever sacrifice our own happiness just for some dollars, it is never worth it. And many clients who are like that are not going to change. Now, I hesitate a little bit and saying some of these things. And that's because I don't want you to think that going out there, you're going to run into all kinds of situations like this in all kinds of these horrible claims. And from my experience at V, vast majority of clients are not like this. And most of the time, and we have clients like this. These are the clients who really barely want to pay anything for your work. And so those kind of go hand-in-hand. Ultimately at the end of the day, I want you to do what you believe is best for your business. You have to put you and your business first and allow everything else to fall into place around that. So when it comes to actually letting the client go, Oh, we got to treat them with respect even if they're not treating you with respect because we don't want this to ever look bad on our business. And so the way that we do this is respectfully and professionally, and we leave it at that. Sometimes a client can be really, really frustrating and we know we got to fire, then we want to fire them. And we have all these thoughts about what we wish we could say, wish we could do. You just gotta let those stay in your head. And then when you present this to the client in ADA, come from a professional standpoint and present it respectfully. So this could be that you could no longer commit the amount of time that it's going to be needed in order to continue to serve them. Your business is going in a direction and starting to sort of different types of clients. There's been this agreement saying that there has been increasing disagreements about the work involved and that you feel that both parties deserve to work with someone who may be a better match for them, and then you can always refer them to someone else. And if all else fails, I don't mind putting this on myself and saying, you know, I just no longer feel that I am the best fit for your business. And I really believe that you should have someone who really feels that they are the best fit for their business. So if you want to give them a little bit of time in order to find somebody who can do that, but just make sure it has a hard end date. Other times just let it go immediately. But at anytime where the client has been abusive or insulting, well, we just cut that off immediately and let them go. 32. 34 sec 9 overview: All right, This is the fun part and what I know most people want to know, and that is, how do I get clients for my business? So that's what we're going to be talking about today. I'm going to be sharing with you in this section what it is that your agency website must have to start attracting clients. We're going to look at ways that you can attract new clients into your business, and also ways that you can go about up-selling those clients so that you can increase the revenue in your business. 33. 35 setting up your website: If you're working on as setting up your agency website, I want to talk about a couple of things because they see these websites set up incorrectly all the time. First thing that I cannot stress enough about an agency website is that it is not about you at all. That's right. It is about the ideal clients that you want to work with. Who is it that you want to attract into your business? And you want to make your entire agency website revolve around them. That's it. So when we start to panic about, well, what do I say about me and what do I say about what we do with every thing that we do on the agency website has to do with that ideal client. So what do we want to talk about? Well, you see, we now need to look at who is it that we're going to be serving, which we've talked about here. And then we look at what problems are those businesses typically facing when you talk to those business owners? What are they dealing with and talk about that too on your website and presented that you have a solution to help with those types of problems. So you're talking about who it is that you can help what problems they face. Speaking about potential solutions, even without having to go into the details necessarily of those solutions, let the clients know what it is that they can expect by working with you, you could even share some of what your processes. And most importantly, you want to talk about next steps. What is the action step that you want your visitors to take when they land on your website. So ideally, we want to get their contact information so we can continue to nurture them as Aleve. A lot of the traffic that comes to your site isn't just going to immediately pick up the phone or e-mail you. Yes. Yes. Let me hire you. I need to work with you. You see you, that's where the nurturing process comes in. And this is why it's very important to at least get their contact information. So you can start to follow up and you can nurture them as Aleve to take them from site visitor to lead to then pain client. So of course, there are other things that are important, like the design of the website, the copy on your website. All of these things are going to be a reflection of what they can expect for their own website as well. Even though, of course these are for different businesses. Now, I do want to mention and About Us section which is very common on these websites. And this is important, I think it's a good idea to have. But again, I want to stress that this should not be front and center. What should be front and center is this is who we serve and this is how we serve them. And that's it. That's what needs to be there. And then if they get passed on, they're like, Okay, they work with people like me and they can help me with this kind of problem. Let me find out more information about them. Then they're gonna go looking for your About page and find out a little bit more about you or your team, your company. So keep in mind, your agency website does not have to be this huge website. You don't need to start out on day one with this ten page site or to have all these blog posts right now, you can literally start with a one-page site. Keep it very simple and just give yourself enough to start going out there and working with these clients or at least speaking to them. And if you still don't know what to write, you can always head over to the part of entrepreneur website and pick up your own copy of done for you Agency website copy. 34. 37 upsell clients: We've talked about how to keep your clients happy so that they keep coming back for more. They continued to hire you and send you new work. Well, what I wanted to highlight here are some ways that you can also upsell your current clients. So if you have a new client coming in, you can always upsell them at the time that you are creating your proposal or after you finish the initial work, you can use that as an opportunity to lead into something else. So here I want to give you a number of options. Now this is not meant for you to just go in and start offering all of these. All of these are going to have different levels of profitability. Some of these may make more sense for certain types of clients were other options will make better sense for a different set of clients. So again, this is something for you to consider. How much time is involved, how easy something is, how profitable it is, and really less is more sometimes. But again, there are some easy upsells that you can offer that actually don't take a lot of time, but still at the same time can offer a lot of value to your clients. Now some of these I'm going to share and even some of these coming up, I'm going to go into more details and even show you exactly how to go about doing this later on in the course. So the first upsell that you can offer is website maintenance. This is something that you can do yourself. You can fully outsource, which I'll give you a contact for below in a later section. But this is very, very important for clients to be able to keep their websites up to date. That way they don't get their site hacked or have malware installed on their website, make sure everything is functioning properly and overall giving a positive user experience for all of it, their site visitors. The second Uppsala that you can offer is privacy policies. And this is something that a lot of web designers just don't even consider. It is very, very important for you to inform your clients about privacy policies. And if this is something that you're just like, I don't know anything about this. Well, everyone mostly is in the same boat as far as web designers. So I'm gonna give you some simple resources here within this course where you can find out more and just really get the basics just enough to be able to inform them and tell them what to do and be able to earn some money because of that. Now the third upsell that you can offer is a website hosting. So if you have clients that you want to actually be the host, you can purchase a reseller hosting account that actually allows you to host your client's website on them. And you can collect the difference between what you're paying for that account and what you are charging your clients. The fifth service or up-sell that you can offer is SEO. So these often go hand in hand. We have web design, we are now going to work to rank that website. So that can be an easy upsell for your clients as well, so long as that's how they are going to generate leads. So I have a separate course on how to actually perform SEO also how to run an SEO business there if you need more information. Email marketing is another upsell, and this allows you to create emails really to create a lead generation funnel for your clients to be able to send out regular newsletters for them all with helping them and generate more leads and sales coming into their business. To also down in a future section, I'll be sharing a tool that you can use to write copy actually automatically so that you can get that done for your clients even if you are not an expert copywriter, if you have any experience with paid ads, that is another option. And there's a variety of paid ads from Google AdWords to social media ads like YouTube or Facebook for example, and also website content. So if a client has a blog, but they're just not getting their blogs out on time. They don't know what to write about. Being able to even put a content calendar together for them being able to actually draft the blog posts. And again, if you don't know how to do that, I'll have a tool that I can share with you that will help you get that done. Now another thing you can do is promote affiliate offers. So let's say that you want to be able to connect to them, to a service or to a tool that their business could really use. But you don't necessarily need to be the one to actually buy that for them, then you can always be a part of an affiliate program. And especially if this is something that would really be helpful for all of your clients. It really can make sense. And then you can send out an email about that. You can tell each client about it as you begin to work with them and you can refer them to that service or to that tool and receive a commission when they sign up and pay. So as you can see, there are several ways to be able to up sell at your clients. So as you have every client coming in, of course, make sure you're focusing on the value that you are offering them. But then also take a look at what else could you do to add value to them? How can you continue to support them and see how you can increase the lifetime acclaimed value of every client that you're working with.