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

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

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!


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Holly Turkington
Content Creation Genius

Holly started her career in Television production for Sky Sports in New Zealand, after completing her degree in Television and Journalism. After moving to the sunny Gold Coast 4 years ago, Holly branched out into the world of digital marketing and content creation.

Writing subjects were always Holly’s favourites through school and uni and when she

started working at Five By Five as an SEO copywriter, her Mum said she had “come back
to her roots”. With more than 200 blogs on every subject imaginable under her belt,
Holly is equipped to handle any client content thrown her way!

Holly is a big fan of reality television and our resident Kardashian expert.

Pre-Covid she was a bit of a jetsetter and would catch more than 30 flights a year. Her favourite thing in the world to do is eat, chat, share ideas and most of all, laugh!