What is your website design/building after sales support?

7 replies
For those selling web design/wordpress what do you do about aftercare such as support (if so for how long and is it free or fee based?), hosting, fixes and do you become a webmaster for them (if so, what does that entail, taking care of all that I've mentioned?
#design or building #sales #support #website
  • Profile picture of the author Voasi
    After we've completed what's in the scope of work on the contract, we charge an hourly rate for any additional changes, etc... unless they want a flat retainer each month. The hourly rate is in the contract, so they know that upfront.
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  • Profile picture of the author DesertSand
    I'm still in the process of ironing out details, but I believe that If I charge them 30/month for hosting, I will make any small tweaks they'd like. If they want huge changes, pages, etc, that will be an hourly or per job charge.

    I have to remind myself to charge people. I'm always trying to help to much. Lol
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  • Profile picture of the author Baadier Sydow
    I charge a hourly rate for any after sales work. I do however often give clients small 10 minute changes on the house in exchange for goodwill.
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  • Profile picture of the author SJJPFTW
    We charge a set hosting/housekeeping fee which entitles them to X amount of content changes per calendar month (defined in contract and depends on how much they pay per month).

    Content changes and support requests are logged by client on Zendesk and actioned within 48 hours (also defined in contract).
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  • Profile picture of the author Underground
    Thank you Gentlemen. Appreciate the responses. Helpful.
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  • Profile picture of the author paul nicholls
    I still help my clients after i have built them a site and handed it over but you do of course have to draw the line somewhere

    a phone call now and again is fine and would put you in a better position to get more business from your clients

    however, if your getting 20 phone calls a week asking for help then you may have to draw the line somewhere and limit each client to so many support calls per month or something otherwise you will never get any work done

    Paul
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    • Profile picture of the author Underground
      Originally Posted by paul nicholls View Post

      I still help my clients after i have built them a site and handed it over but you do of course have to draw the line somewhere

      a phone call now and again is fine and would put you in a better position to get more business from your clients

      however, if your getting 20 phone calls a week asking for help then you may have to draw the line somewhere and limit each client to so many support calls per month or something otherwise you will never get any work done

      Paul
      Thanks. That was a concern. How frequently clients would ring up or seek changes and how that would take up alot of time.

      I want to offer free support for a few months as a sales feature, then move to a paid solution like the other guys have mentioned, but was worried it getting it overwhelming the more customers you take on, and limiting the free support to a certain amount like you mentioned. Which seems like the ideal solution.
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