1. At this point, we have done the 2 rounds of changes, When the changes are finished: Create an ‘admin’ account for the client and store details on the project under credentials.
   
   TASK LOGGING
   
   Log a new task called ‘FULL BACKUP’
   
   If client needs to check backend functions, give them credentials after backup is done so they can test.
   
   DELETE THEIR ACCOUNT AFTER TEST!
2. After they have tested (or after changes rounds are finished if no testing), now send them the ‘Website Approval Email’
   
   Once they approve, then move on to next step:
3. Send client the ‘Launch Confirmation Email’ which includes invoice which must be paid before launch.
   
   SAVE ALL DETAILS TO CREDENTIALS TAB
   
   To request this invoice – contact ‘[email protected]’ and request the invoice for this client.
   
   
4. After payment is received Accounts will inform you that payment is received – Wait until they confirm all options from previous email + Pay for their hosting plan – keep following up!
   
   
   
5. There are two options for hosting:
   
   Launch Project l – we are hosting the website (most normal)
   
   CULP – Client Upload Launch Protocol – client is hosting website.
   
   —-
   
   If Launch Project– then:

1. TASK LOGGING
   
   Log  a new ‘Launch Project’ type Project – put in all the necessary credentials in the credentials tab:
   
   Domain name – registrar details, etc
   
   Go to Launch Checklist and Edit the ‘Point Domain to the server (CLOUDFLARE? YES/NO)‘ task – check if using Cloudflare yes or no – If Client is using DNS for other systems, put NO, if they are not using DNS, put YES.
   
   TASK CHECKING
   
   Once all tasks and checklist are completed, the project will be moved to Finished stage by QC, then Send Client Welcome Email

——————————-

If CULP – we need to first warn the client that if they choose to upload they really need to have someone with expertise do it and that we can’t be responsible for the website not working/displaying correctly.

– If they are going ahead with CULP then:

TASK LOGGING

Log new TASK: Start CULP and message PM to alert them.

TASK CHECKING

Once TASK in Stage: FINISHED, the PM will alert you. Get the files out of the TASK and send to client and send them the Welcome PDF And Credentials. LAUNCH PROTOCOL ENDS HERE

1. If HLP,
   
   TASK CHECKING:
   
   PM will message you that TASK: Launch Debug Process is in Stage: FINISHED
   
   Now send Welcome Email + Welcome PDF and send client credentials.
   
   
2. Now request the monthly payment process to be set up for the client – to do this message ‘[email protected]’
   
   
3. If there are any client side issues after this point – bring it to top management before responding so we can make a decision as a team.

AM Quotation Protocol

If the client has requested extra features or work during the project, then do the following.

First of all, make sure that they’re not basic changes (these would be handled in the first round of review).

Make sure that this is extra functionality or changes that have NOT been agreed as part of the existing project.

1. First get all details from the client.
   
   
2. TASK LOGGING
   
   Create a new task with title starting as ‘ESTIMATION’ and assign R&D.
   
   Put all the details of the task.
   
   

TASK CHECKING

Once the task is estimated there will be a timeframe and any extra costs involved (buying plugins etc).

Multiply the hours needed by the hourly rate.

1. Send the monetary quotation to client and tell them it will take double the amount of time that was quoted by R&D.

AM Dealing With Problem Clients Protocol

The client may do the following things:

• Tell you that you agreed on things that you did not.
  
  
• Demand extra work and expect that it should be done.
  
  
• Be rude to you.
  
  
• Get stressed out for no reason or because they don’t understand what’s going on.
  
  
• Expect you to answer all their calls instantly.
  
  
• Expect you to meet deadlines that they have pulled out of thin air that were not agreed on.
  
  

How to deal with these issues:

1. First, take a step back from the situation and relax. Clients are going to be annoyed or hard to work with all the time, so you can’t let it stress you out. Just relax and assess the situation before you make any response.
   
   
2. Always be friendly and fully listen to the client’s concerns. Don’t tell them things like:
   
   You’re wrong
   You didn’t understand
   Anything rude.
   
   
3. Now that you have fully understood the concern just simply tell them:
   
   Thanks for raising this point, I’m going to discuss this with my team and get back to you ASAP.
   
   
   
4. Now talk to your manager and find out what to do with the situation.

 Specific Problems

Additional requests
Sending info – client doesn’t follow our protocols
Client

Additional requests:
– Extra pages
– Top or Sub menu items which imply additional pages
– Functionality the client thinks its small
– Expansion on an initial functionality
– Completely new functionality
– 50% or more Additional products (eCommerce)
– Copywriting services
– Translation services, having the website in a different language

Sending info – client doesn’t follow our protocols
– Non digital format (handwriting, phone pics, phone call, anything we can’t copy paste)
– Sending it in many batches instead of all at once
– Constantly making edits and going back on what they said, changes after sending content.
– Taking forever to send the info.
– Overly complicated or messy/confusing information that needs deciphering
– They don’t send the content (implying we need to create it)
– Information sent from many people in the same company, this conflicts and causes you to figure out whats the correct one

After website handover (1st, 2nd, publishing stage…)
– Requesting to add extra pages or functionalities
– Changing their mind they want different stuff now
– They don’t like the looks and feel of the site
– Backing out, lets call it a day, give me a full refund
– Not sticking to the 15 days review&testing windows

Unrealistic expectations
– Expecting you to be there at any time (including after working hours, weekends, etc.)
– Expecting you to be there instantly, as if they are your only client (picking up phone instantly, replying to an email within minutes…)

General Complaints
– Want to switch AM (foreign, dislike…)
– Not a local company
– Went to your office and no one was there
– Can we meet? We have to meet to do this

Payment issues
– Not sending the full payment (VAT missing)
– Not paying but wanting the project to continue

Profiles:
Manipulator
Beggar
Angry
Dreamer
Idiot
Overcomplicated
Corporate – doesn’t care about you, wants to get shit done and move on
Silent
Rambler/time waster
Nervous
Poor planner
Imploding concept (didn’t think of marketing, didn’t see competitors are Uber and Google, etc…)