Working With Clients

Before communicating with a client, understand client accounts and service level differences. Here are common definitions of our agency services:

1. Retainer "Flexible Package" Accounts:

   • A client with an active retainer package with a set number of hours for work delivery.

   • Includes large project work, smaller tasks, and limited support.

   • These accounts are common and valuable but require hands-on Account and Project management.

   • A "Flexible Package" is not an SLA and is not linked to any pre-agreed service agreement.

2. Active Project Accounts (non-Retainer):

   • A client expecting a deliverable project with a predefined scope and a clear start and end point.

   • Active Projects can span varying durations but will eventually come to an end.

3. Post-Project Accounts:

   • After an Active Project Account ends, the client is given the option to extend their service.

   • Options may include an ongoing hosting and support package or a Flexible Package (retainer) for on-demand support.

   • Some Post-Project customers may choose to manage their own hosting and support.

4. Hosting, no SLA:

   • Basic hosting without support or maintenance services.

   • This service does not include any maintenance updates to core WordPress and/or plugins.

   • All updates and requests for change require client sign-off and costing by an Account Manager.

   • Expected response times for support communication are not agreed upon, and responses should be treated as low-priority or as a "curtiosity" communication.

5. Hosting with SLA:

   • Expected response times for support communication are pre-agreed and variable depending on client SLAs.

   • Responses should be treated as high-priority for all customers of this type.

6. Support & SLA (including Maintenance):

   • Full-service customers with a defined and "custom" SLA (Service Level Agreement) that is contractually agreed upon.

   • Each SLA is custom per client, but a rough outline includes:

     • A set amount of hours per month available for use at any time

     • Agreements on response times for support tickets and delivery of work

     • Regular maintenance updates and management of project assets

     • Implementation of "disaster recovery" methods

     • etc...

The goal of this guide is to outline communication methods and basic workflow processes involving team members at Make Do and our clients.

Team Roles:

As a small team, members may assume multiple roles. Here are the roles and job titles used in this guide:

1. Account Manager:

   • Primary client contact, focusing on sales and strategic planning.

   • Collaborates with clients on long-term goals, project delivery, and support packages.

   • Understands clients' business objectives and provides cost and time estimates.

   • Has the freedom to communicate with clients on any subject matter.

2. Project Manager:

   • Similar to the Account Manager but focuses on executing pre-agreed deliverables.

   • Handles large projects and support tasks related to predefined support packages.

   • Balances team capacity and ensures high-quality work with proper reviews and tests.

   • Assigns tasks to the Engineering team and external support.

   • Has limited client communication freedom and should only liaise regarding predefined tasks and ongoing work.

   • Gathers information from other team members for client communication and review.

3. Engineer (Senior):

   • Responsible for technical scoping, leading, and guiding other Engineers.

   • Handles large projects, support-based tasks, and strategic sales tasks.

   • Serves as the front-line for communication between Account Management, Project Management, and other agency departments.

   • Has limited client communication freedoms and should work in tandem with a Project or Account Manager.

   • Can self-assign support tickets and is responsible for internal Code Reviews.

   • Should be available for meetings or calls when requested by a Project or Account Manager.

   • Should never set meetings or calls directly with clients without consulting an Account or Project Manager.

4. Engineer (Junior):

   • Protected from all client communication.

   • Has no client communication freedoms and should only do so when instructed by direct management.

   • Cannot self-assign support tickets.

   • Should be available for meetings or calls when requested.

   • Should never set meetings or calls directly with clients.

5. Support Resource:

   • All team members must provide a form of Support Resource as part of their role.

   • Support conversations are managed through a dedicated support desk system, which serves as a shared inbox for the team.

   • Assignment of support tasks is done by Project or Account managers, and only Senior Engineers can self-assign support tasks.

At our Support Desk, we aim to provide more than just technical solutions. Our approach is rooted in empowering clients, building trust, and delivering seamless WordPress and web development support.

This approach is guided by three key principles:

Recommend, Reassure, and Explain - we offer proactive advice, clear communication, and expert guidance. By doing so, we ensure clients feel confident, supported, and equipped to manage their online presence with ease.