Nail your website workflow

Hi, I’m Holly Christie. I’m a website designer, founder, mentor, and podcast host, and I’m here to help you create an amazing website design business.

If you’re a website designer or developer hoping that this year will be the year you truly make something of your business, you’re in the right place. I’m here to help you get there.

Today, I want to talk about processes. As website designers, our processes are the most important part of our businesses. These processes come in many forms.

One is how we handle website builds—what days we work on the builds, how we run them, and how we keep clients informed. The other is how we run our business, particularly how we communicate with clients.

I’ve been a website designer for a very long time, and one of the most common complaints I hear from clients is that their previous designer ghosted them. Clients often feel they’re not getting the service or response they want, which leads to frustration. Some end up ditching the project altogether, while others see it through and then hire another designer to clean it up.

I’ve often been that designer brought in to clean up the mess. Sometimes the websites aren’t built well, but other times, the design and build are fine—it’s the designer’s processes that made the experience frustrating for the client.

Why Designers Ghost Clients

When clients say their designer ghosted them, it’s often due to a lack of organization on the designer’s part. Messages can easily fall to the bottom of the inbox, especially when we’re inundated with emails from SEO companies and website offers.

Another reason is poor boundaries. Many designers don’t have clear processes in place to communicate what they need from clients, when clients will hear from them, and what’s required to move the project forward.

This lack of organization is compounded when clients don’t prioritize their website builds. Designers often feel frustrated when clients drip-feed content—sending a homepage copy here, a few images there, and promising the rest later. This creates chaos.

The Importance of Planning

Clients often underestimate how big and committed a website build needs to be. I like to compare it to building a house. You wouldn’t give your builder just enough bricks for the kitchen and promise the rest later. You’d plan everything in advance, from materials to permissions.

Unfortunately, platforms like WordPress and Wix perpetuate the myth that building a website is quick and easy. While these tools are great, they can lead clients to believe they don’t need to plan properly.

As designers, it’s our job to guide clients through the process and help them understand what’s required.

What Designers Need from Clients

There are a few essentials we need from clients:

1. Branding
   We need proper branding files, preferably with brand guidelines. Canva-created logos often don’t work well on websites, so it’s best to have files from a branding designer.
2. Website Copy
   Good website copy influences the design and build. I always recommend using a copywriter, but if that’s not an option, clients can consider a copywriting power hour or a course. Writing for websites is a skill, and the right copy makes a huge difference.
3. Images
   Professional, high-quality images are crucial. I provide clients with image guidelines, including tips on negative space and avoiding low-quality phone images.
4. Links and Hosting Details
   Clients need to provide links to any external resources (calendars, blog posts, etc.) and details about their domain and hosting. Having this information upfront avoids delays later.

Setting Boundaries

To streamline the process, I provide clients with checklists or guidelines outlining everything they need to submit before we start. I also set a clear deadline for content submission, typically six weeks after booking.

A week or two before the deadline, I follow up to see how they’re doing. This helps keep them on track and gives us time to address any issues.

Working with the Right Clients

Not all clients are a good fit. I prefer to work with those who see their website as an investment and are excited about the process. Clients who aren’t engaged or view their website as a “nice-to-have” often cause more stress.

I also ask clients to submit all their content at once, using tools like WeTransfer. This prevents them from sneaking in additional pages or changes mid-project.

Communicating During the Build

Once the build starts, I keep clients updated weekly with video walkthroughs. These five-minute videos explain my design choices and progress. Clients appreciate the collaboration and feel more involved in the process.

This level of communication not only leads to a better experience for the client but also justifies higher rates and encourages referrals.

Final Thoughts

Good boundaries and robust processes are key to running a successful web design business. They ensure a smooth experience for both you and your clients.

If you’re struggling with boundaries or need resources, check out my contract packs and courses at courses.thisdemandinglife.com. They include everything from contracts to SEO guides and user journey strategies.

Thanks for listening! Until next time, go implement and enjoy. I’ll see you again soon.