Create the WOW Factor with Drupal - Part 4 of 5

In yesterday's installment of this series we looked at adding some wow factor through the aesthetics of a project. Today's we'll look at:

Creating Wow - Service

Wowing your clients is not solely about the end product. The delivery of that product and its ongoing service and maintenance are just as important for the ongoing happiness of the client and therefore the bottom line.

Support

I work principally on providing support and ongoing agile development for existing sites. When you are asked to work on an issue, if you can turn that ticket around faster than expected, that will impress the client. Similarly, if there is an emergency, regardless of the cause/nature, if you can respond in a fast and effective manner, your client will be happy.

I find that quick, simple responses go a long way, even if you can't work on the issue right now. Simply tell your client when you will attend to it, and crucially, follow up on your promise and deliver. Nobody wants to hear "oh, sorry, I didn't get that done because I was doing work for someone else', but people do live in the real world. If you can manage expectations and make promises you can and do keep, then that will go a long way to wowing your client with solid, reliable service.

Security updates are an issue that causes many site owners alarm. People new to owning a website will be unaware of the need for updates, or the transient and continuously evolving nature of software, but it is a reality which must be embraced. You can turn this into a way to improve your service delivery by scheduling for security updates. Security advisory notices come out on a Wednesday evening, so they are easy to take in to account.

Similarly, API changes, typically in 3rd party applications and services is something to be aware of. You can be sure your client has not thought about Google Maps changing its API. They only know that their map has stopped working. If you, however, can warn them before the event and have a solution ready, you will be the hero of the hour.

Proactivity is king!

New Business

New business requires a slightly different approach. Obviously, with all the talk of wow, you can't ignore budgetary constraints, nor give away your shirt. Everyone has heard stories in the news of IT projects going wildly over budget and taking multiples of the expected timeframe. If you can deliver your project on time and on budget, that is wow factor right there. Couple that with consistent, solid, positive communication throughout the design and build process and you will have a client who wants to work with you again.

The next installment (to be published tomorrow) looks back at the various tactics for impressing your clients and offers some concrete ideas for transforming the ordinary into something special!

If you want to discuss Annertech helping you build an award-winning website, please feel free to contact us by phone on 01 524 0312, by email at hello@annertech.com, or using our contact form.