Beyond the Launch: How I Support My Clients

One of the questions I get when a new inquiry pops in my inbox is, “Do you offer any support after the launch of my site?” The answer is a resounding YES!

A sad but common story I hear from new clients is how their previous developer left them high and dry after taking their money with no training, no handoff, and no communication. It’s a bummer to hear this because it sets a bad tone for the industry. Plus it’s the complete opposite of how I handle my client service experience.

Once I launch my client’s website, they’re given a personalized Handoff Packet which includes video walkthroughs, curated links to tutorials, and how to reach out to their website provider for support. I also throw in a few launch graphics for social media, and they get an optional complimentary 1-hour training.

My goal with every project is to empower my clients to be able to do as much as they can themselves. However, I’m always available to support them as much or as little as they need. At bare minimum, I’m cheering them from the sidelines. 😉

Here’s a look at how my clients choose to work with me beyond the scope of their initial project.

Post-Launch Offerings

With over 20 years of experience in web and graphic design, I’m able to support my clients with a wide variety of needs beyond the lifecycle of their projects. My services include but are not limited to:

• Ongoing website maintenance and updates
• Blog management
• Content creation – blog posts, social media, email, etc.
• Graphic design for web, social, email, and print
• Business email set up
• Email marketing – set up, template design, campaign creation, etc.
• eCommerce integration
• Search Engine Optimization (SEO)
• Consulting, audits, + strategy
• And more!

I’m able to tackle just about anything they need. And if it’s not in my wheelhouse I do my best to connect them with another expert that can help. I don’t believe in gatekeeping resources, so I’m always happy to pass on a referral or recommendation.

⚠️ These services are reserved only for clients who have successfully completed a website project with me. Not only does it give me a chance to see how they work, but it allows me to give them dedicated one-on-one attention for their investment.

01. Hourly Rate: As-Needed

Most of my clients are very hands-on with their website and social media, so they’ll only need me for one-off things a few times a year. It usually consists of things they don’t know how to do themselves and would prefer me to handle or that they just don’t have the bandwidth for. Sometimes they’ll DIY something like a page or a graphic and then bring me in to polish it up. I have one client who simply has me create her promotional Instagram graphics for the year.

With my hourly rate, I bill in 15-minute increments, so if a task takes me 30 minutes then that’s what they’re charged, not the full hour. It’s a budget-friendly (and no-pressure) way for my clients to have an expert in their back pocket should they need it.

02. Retainer: Regular Ongoing Support

A few of my clients prefer to leave all the online stuff to me. They may pop in every so often to interact on social media, but for the most part, they’re hands-off. I have two clients who have never even touched the admin area of their website because they want me to handle it all.

These clients take advantage of my monthly retainers meaning they get a set amount of hours of work from me per month at a fixed, reduced hourly rate. If the tasks they need me to do go beyond their allotted hours then they can switch to my regular hourly rate or save the tasks until the following month.

What I Do For My Retainer Clients

My retainer clients primarily have me doing content creation. I’m basically their own in-house designer and digital marketer. They’ll write up a blog post in a Word doc and maybe include an image or two. Then, I’m responsible for not only posting it on their blog but turning it into emails and social posts. I make sure their posts are optimized for SEO and that their content follows best practices and is consistently branded across their various social platforms.

I have one client where I go so far as to create a monthly content planner which consists of blog post topics, fill-in-the-blank social prompts, and related holidays. All she has to do is fill it in with her words, and I take care of the editing, scheduling, and making it pretty. 😊

There are so many details and things to be aware of that come with content creation and website upkeep. It can be daunting to handle all of that on top of running a business. My clients know that when working with me I remove the mental load of these tasks so they can focus on what they do best.

Once you’re a client of mine, you’re a client for life. If you ever need help with your site, please always feel free to reach out.