Client Inductions for Website Projects (and Why We Can’t Live Without Them)

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web design chaosA long time ago, chaos ruled.

We were only a few years into building websites. And still figuring out the whole web design process.

Some things were working well. Some not so well. Throw in the added complexity of a client with their wants, desires and perception as to what the web design process should look like and life got “really interesting”.

And when I say “really interesting” I mean “poke me in the eyeball with a fork” interesting.

The team was stressed. Clients expectations were definitely not being met. It was chaotic. And it was all our fault.

The truth be told, we weren’t leading the process. Clients would do what they wanted, when they wanted. Change their minds at the drop of a hat. Not giving us what we needed when we need it. Reason being is… they didn’t know any better.

We had trained them to act this way.

Then, a few years back life improved dramatically. We started inducting our clients.

So what exactly is an client induction?

Ours looks like the following:

  • A 60 minute Zoom call where the key stakeholders are present on the call including:
    • Jon Hollenberg (Owner / Sales & Strategy)
    • Carla (Production Manager)
    • Jonnah (All round superstar)
  • The client can see our screen, see our faces & hear our voices
  • We get to know each other a little better and introduce the team and each of our key roles
  • We cover off on some housekeeping items such as:
    • Sharing a dropbox folder
    • Ensure the client is up to speed on communicating through our helpdesk
    • Billing information
  • We talk extensively about design including:
    • The client’s existing branding
    • Style guides
    • Photography & video
    • Any other assets we have to work with
  • We talk content creation including:
    • Confirming the structure of the proposed website
    • Who will be responsible for the creation of the content
    • Delivery of this content and ETA’s
  • We run through the project milestones in detail explaining:
    • How content needs to be collated
    • Design and how the prototypes will be presented
    • How the client can provide feedback on proposed design layouts
    • The exact steps we follow to get approval on artwork
    • What the development phase looks like
    • How the draft website will be presented
    • How to provide feedback on the draft website
    • Final approvals
    • Launch procedures & the ‘go live’ process
  • Answer any burning questions that the client may have

After we implemented this process, life improved DRAMATICALLY.

A 60 minute investment resulted in tens of hours saved.

Dwight D. Eisenhower said…

“Leadership is the art of getting someone else to do something you want done because he wants to do it.”

Clients want a site that will look great, be delivered on time & budget and ultimately get results. It is our job to ensure we efficiently lead the client through this process (not to simply take orders).

This is based on our 12+ years of experience & 1000’s of sites delivered.

Sticking to the process means a much happier client as the end result will be a great one!


About the author
Jon Hollenberg
With over 20 years experience within the web industry, Jon is an expert in online marketing and online growth strategies. Over the last ten years he has worked with iconic brands such as Qantas, Jeep and the Currumbin Wildlife Sanctuary plus hundreds of other businesses Australia wide. Jon is a published author of "Love at first site - How to build the website of your dreams".
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