What actually happened was quite different. Anna started asking me questions about the service she had with her web maintenance person. "Shouldn't my web maintenance person be doing this? And that? Shouldn't they be contacting my host when these issues come up?" I was getting a lot of questions about a service that wasn't mine, and I didn't know that business either.

What does the paperwork say?

So I asked, "What does the paperwork say? Have you checked what the agreement says?"

It turns out that her web maintenance person didn't have access to her hosting. I was surprised since I would never take on a web care client if I couldn't have access to the hosting. When Anna asked what I meant, I explained that if I'm maintaining your website, I need access to your WordPress website as administrator AND I need access to your hosting. If anything goes wrong with your website or isn't how I think it should be, I want to be able to check your hosting settings and the error logs.

This surprised her. Her website had been designed by one company and then sold to another company. It was the new business that was maintaining her website, while the hosting was through a very well-known US company. I thought to myself: you don't know what you don't know.

You don’t know what you don’t know

When it comes to anything new, you don't know what you don't know, and you don't know the questions to ask. This applies to web maintenance just as much as any other service.

Know What Your Web Maintenance Professional Is Doing

Get Everything in Writing

Make sure you have an agreement in writing. Even if it's a simple email that you have replied to saying "yes, I agree to this," you want a list of service items so you know what they're going to do for you. This protects both you and the service provider.

If you wanted a gardener to look after your garden, you'd want to know what they were going to do, how often, and what the price would be. It's the same with your website.

Ask questions or receive a report

You need to understand what your web maintenance professional is actually doing. I'm not saying that my service is the best in the world - I've learned as I've gone along. But I often hear people ask, "How do I know what somebody's doing?"

In my service, I send out a monthly report which contains what has been updated, how many backups have been taken, how the website is performing, and an overview of Google Analytics. Do all my clients read them? No. Do the ones that want to know what's going on read them? Yes.

New clients may want some reassurance that you're doing what you say you're doing. Again, it's that "you don't know what you don't know" situation.

What I don’t know about - my car

I rarely know what questions to ask when my car's making a weird noise. I want questions that don't make me look dumb. I'm lucky that my husband is quite mechanically minded, so I can ask him what I need to ask the mechanic.

Recently I've found a really good mechanic. He's not just a technician - he's an old-style mechanic who knows cars. He can listen to a car engine and start diagnosing the issue. I would have no clue where to start. So I understand: you don't know what you don't know.

Choose a good fit for you

Do Your Research

Ask around, compare, and see what other services are offering. Ensure you understand what they're doing and what they're not doing. Know the boundaries of the service and whether something is extra to the service.

Know What You're Paying For

Yes, you have to ask questions, so ask questions. If they treat you like you're stupid because you ask questions, then you know this service provider is not for you. I had this happen to me when I was looking for a solar service to install solar panels. One guy laughed at me when I started asking questions. When I called him out on it, he tried to baffle me with BS. No, I didn't use that service.

Red Flags to Watch For

If a service provider talks down to you or disrespects you, that service isn't right for you. Simply look for another one and ask other businesses for recommendations.

How will you both communicate? 

Ask if they will have a phone or Zoom call with you. Find out: are these the people you want to work with? Do they share your values? Is the business going to last?

I'm assuming that your business is here for the long haul, and your website is there for the long haul too. Therefore, you want a business relationship that's going to work for you.

Need Help Knowing What to Ask?

Did you know I still do free calls?

You can book a free call with me simply to ask what questions you should be asking. I'm happy to answer your questions about what you need to be asking people.

I've created a free maintenance checklist - that's the minimum they should be doing for your website.

Let’s Talk—No Pressure, Just Support

Book a free call and ask me what you're worried about when it comes to WordPress website maintenance. We can talk it through. I promise this isn't going to be a sales pitch. This call is me answering your questions and pointing you in the right direction.

I understand you don't know what you don't know. I'm the same with my car.

Simply book a free 15 minute call. 

Tell me this is what you're concerned about, and I will give you the questions to ask a web maintenance person or a web designer.

Ask me, I'm happy to help.