What do customers want?

[rWagz]

I'm beginning to work with small businesses and I'm unsure what my standard operating procedures should be.

In the past I've mostly developed websites for myself or friends. As such, I was directly responsible for the continued maintenance of the website (content, design elements).

In general, does a small business client...
...want to manage their own content?
...are they willing to learn how to use a CMS to do so?
...or, do they expect you to make a custom "for dummies" interface?

[Reli4nt]

Every client is diddferent. You set the rules really.
1: They don't want to manage their own content if they can get you to do it cheaply. They do want control just not the hassle of the effort.
2: Some are wiling and some are not, others are incapable of learning how to use a cms
3: There should be NO expectations in business. If they want an interface they need to say so (and pay for it), more importantly, you need to ask them if they want one

[rWagz]

Thanks a lot for the advice, I'm going into this pretty much blind (as far as customer relations) so it's a bit daunting. I'm getting a lot of good information here in the Business Matters subforum!

[KDLA]

In general, does a small business client...
...want to manage their own content?
...are they willing to learn how to use a CMS to do so?
...or, do they expect you to make a custom "for dummies" interface?

Customers SHOULD manage their own content. No one knows their business like they do, and you shouldn't or couldn't presume to. Many times, they'll act like you should do it, but don't cater to that in order to "be nice."

CMS can put you, as a webmaster, out of a job unless you're a web host or CMS developer. Remember, the more you empower the client, the less you'll have to do, and to bill for. I'm not knocking CMS -- just warning you that you won't have as much to do.

They might ask for a custom interface, but most times just the fear of working with it will keep them from doing so, whether it is easy or not. Unless you've got a good feeling that the client is genuinely interested in interacting with the website, don't knock yourself out dumbing interfacing down. There's nothing more aggravating than customizing something, then having the client say "forget it." It's a good learning experience for you, but still aggravating.

[rWagz]

Customers SHOULD manage their own content. No one knows their business like they do, and you shouldn't or couldn't presume to. Many times, they'll act like you should do it, but don't cater to that in order to "be nice."
This is pretty much why I have these questions. It would seem to me that they would want control over it all.
CMS can put you, as a webmaster, out of a job unless you're a web host or CMS developer. Remember, the more you empower the client, the less you'll have to do, and to bill for. I'm not knocking CMS -- just warning you that you won't have as much to do.
This is the fear that caused me to ask. Charging to build a site then continuing to make revenue from it at an hourly rate is very desireable.
They might ask for a custom interface, but most times just the fear of working with it will keep them from doing so, whether it is easy or not. Unless you've got a good feeling that the client is genuinely interested in interacting with the website, don't knock yourself out dumbing interfacing down. There's nothing more aggravating than customizing something, then having the client say "forget it." It's a good learning experience for you, but still aggravating.
Heh, "forget it." I think I've heard that before. Yes, it was my last client. I was well into converting his website into Joomla when he realised that he was actually too lazy to update his own website, no matter how easy I made it for him.

Thanks a lot for the input. As a web designer I find it hard to believe that clients don't want to know how their own website works or how to edit content on their own.

However, when I tried to explain implementing a CMS to a recent prospective client, she exclaimed, "Oh, I already have Frontpage."
This makes me a believer.

[KDLA]

Heh, "forget it." I think I've heard that before. Yes, it was my last client. I was well into converting his website into Joomla when he realised that he was actually too lazy to update his own website, no matter how easy I made it for him.

Unless the client garners most of their business online, it's doubtful that they'll put a whole lot of interest in their website. I think part of it isn't laziness, but that clients don't know WHY they have a website; they just have one because (they think) everyone else does. When that's the case, they put it really low on the list of priorities.

Although these clients are "easy money" because they won't be too demanding and pretty much won't care about controlling the output at the onset, it can be pretty discouraging in the long run. These are the people that will keep a design for years, rarely update content, or won't invest in innovations. Then, they'll say that the website (and your work) are a waste of their time and money.

[rWagz]

You're quite right. I've tried to get that client interested in a redesign of his website and encountred lukewarm interest. I hadn't followed the chain of reasoning to your conclusion yet, but it only makes sense.

[pyoung@united]

I have sent you a PM in the hope that I can scam you, let me know what you think>