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what's up everybody I'm Jesse Showalter today I'm gonna be talking about my client website handoff process everybody loves starting a website project there's so much excitement and it's so much fun but it's a little bit less fun usually to be finishing that same project there's been lots of emails iterations communication back and forth and you just want to be done [Music] before we get started this video is sponsored by Devon Mountain dev Mountain is a bootcamp experience that offers on campus and online programs for people who want to start a new career in design or development the tech field is booming right now and it's not gonna stop anytime soon so if you're interested in learning web development iOS development or UX design in an immersive 13 week program that will spit you out career ready then check out the link in the description and check out Deb mill the handoff process is really really important when you're dealing with clients it's not just the work that you've done but it's how you offer them the work how you prepare them and how you send them out the door as a happy customer imagine going into a retail store looking for a new shirt you find the shirt you want you can imagine yourself wearing it once you get outside and you're really excited about that end result but buying it was really awful and the way that they rang you up there were condescending and rude you're having a bad experience and it takes the fun out of buying that shirt that client experience will determine whether or not I'm going back to that store to buy that shirt again or whether I'm going to the store down the street the same thing goes for your handoff process it's a representation of who you are and the type of work that you do and the type of work that you want to continue to do after years of handing up websites in a really poor fashion I realized that something had to change and that something was someone and that someone was me I needed to change the way that I thought about client services in the way that I satisfy my clients and the handoff process was a huge piece of it I do want to say briefly that the goal of this video is not for you to copy my handoff process for Batum but it's for you to create your own handoff process and pick different pieces that work for you and for your clients with all that being said these are some of the core elements of my client handoff process part number one is training and education you spent so much time creating making designing developing it's worth it to spend a few extra hours preparing them to actually take hold of the keys take ownership and drive out successfully education and training should be not only for website handoffs but for any sort of creative work that you do for a client in doing that logo design project for a client they might not know what a dot AI file is or what an SVG is a lot of people don't know what these file extensions are so taking a moment and just explaining to them what they are what they might be used for now and in the future we'll just take their experience to like the next level if you are handing off a website project to a client you want to make sure that they understand how to maintain it how to make updates and change the content if you've built it into some sort of CMS or open source content management system it would be helpful to point them towards some tutorials or basic training on how to use that system what I actually like to do is create some custom video screencasts for all of my clients and all the projects that I hand off I upload those into a private playlist on YouTube and then I embed them on a private page on their website so they can just go to the you know.com slash help me or tutorial page and they can always go back and retrain themselves on how to do specific things for their specific site I think the biggest thing here is preparing them educating them training them and just helping them to take ownership over what's theirs ok point number two might sound a little bit cheesy but it's really about empowerment and encouragement for a lot of people this is their first experience working with a web designer or web developer and it might be their first time actually taking ownership of a custom build web site project they might feel a little bit intimidated and so you're gonna have to put on your hat of encourage or and friend and motivator and coach they're able they're ready they're they're skilled enough to do this that they just go back to the basics and do what they've been trained to do and they're gonna be okay you'd be surprised how many clients are actually afraid and they don't want to touch it and so therefore that beautiful project that you've spent so many hours pouring time and energy into never gets used they never blog like they planned on it they never changed the content or update the banners because they're terrified that they might break something empower them encourage them show them that they are able with that being said there's nothing more encouraging and empowering than having plan so number three is to have a maintenance plan in place before you hand off the website to your client how often is the site gonna go through regular maintenance how often are you gonna update the plugins and the content management system how often are you as the person who handed off to them going to come back and just kind of peek in and make sure that everything's still operating okay set up a plan for that set up a maintenance schedule let them know that you're gonna peek back in every two weeks or six weeks or twelve weeks or whatever it is just make sure they understand that there's a maintenance plan on your end but then there also should be a plan on their end following up on website maintenance is super important that's making sure the site is running smoothly that nothing's broken that's the technical side of things but what about the relational side of things well that's point number four that's what we call the follow-up or a post-mortem set a time a week to three weeks after the project has completed to check back in with your client and see how the entire experience went for them did they enjoy is there anything that you can improve or could have improved to help them enjoy the experience more you want to check in with them relationally and see how the project went see if you could have done anything better or you could have improve your services how you could have served them better it shows a level of kind of like relational care and it's just a helpful thing it's like walking back into that store where you were looking at that shirt and instead of finding a snotty employee that was snide to you it's it's like finding a person who remembers your name every time you walk into a store and somebody remembers your name that really blows your mind it shows that they care and so showing people that they care how is your business going how's your family doing how's how's the site is the site generating you money as didn't you know how could I have improved my offerings to is there anything you were you know like confused about that I could clear up for you all of those things are really really important to tackle in a follow-up or post mortem okay last one on the list is the re-engagement this comes not three weeks after but maybe two months or three months or four months after the project is all over you want to check in with them and see if there's anything else that you can do for them how's the project running how's everything working is there anything else you know I can do to help you in your current kind of business situation I work with a lot of small businesses and nonprofits and this is always really really helpful because after the project is done they're probably flying on cloud nine they're really really excited how the project went and they can't think of the next thing maybe sometimes they can but they can't really verbalize it or kind of get everything down in a really solidified way so checking back with them a month or two later and seeing if there's anything new that's happening any challenges that they're having in their business or in their nonprofit and and then the gears start turning they think actually just the other day I was thinking I have this problem maybe you could help us solve that and that's a really good thing to do is just occasionally check back in with them well that's it that's a look inside of my client website handoff process it may not be the perfect process but it's working out for me really really well clients are really really excited about how I interact with them and care for them and overall it's just a good feeling for them and for me to know that I've empowered them encouraged them prepared them trained them to really take ownership and really enjoy everything I've made for them but then also to enjoy working with me then and in the future thanks for watching I hope you enjoyed the video if you did make sure you leave a thumbs up and subscribe the channel I do lots of videos about design and development and freelancing just like this one so maybe stick around if you have any questions make sure to leave them down in the comments I'll get back to them as soon as I can I hope you guys are having an amazing week designing amazing things making amazing things and finishing your project strong I'll see you in the next one