Teagan Hub
Internal reference for the Private Referral Digital Partnership service. Not visible to clients. Keep this current as the process changes.
Business model and referral model
Conn Web Studio takes on this service by referral only, word of mouth from family, past clients, or trusted industry contacts, including introductions through Dad's network. There's no requirement to belong to any particular group or business, only that the person can genuinely be vouched for as a decent, paying customer. Nobody who refers a client is paid or employed by Conn Web Studio, the client always deals directly with me, signs my agreement, and pays me directly.
Package rules and pricing
There is now one package, Digital Partnership, not separate Foundations, Partner and Director tiers.
| Standard | Referral price (10% off) | |
|---|---|---|
| One time setup | $4,800 | $4,800 (setup is never discounted) |
| Ongoing, once live | $899/month | $809.10/month |
The Digital Partnership covers the domain, website, business email, Google accounts, Google Business Profile, social pages set up, basic security, forms and systems, and ongoing updates and support, all built then looked after for the life of the 12 month partnership. One time setup is invoiced on signing and paid before any work begins.
Note: if what a client actually needs is genuinely less than the full package, price a discounted rate to match, worked out together at their Discovery call, not off a fixed tier or a public price list. Note the reasoning against the client file so it's clear later why that client sits below the standard price.
Since this service is referral only, every client who comes through it receives the referral price automatically, 10% off the ongoing monthly fee plus priority service, nothing more. The 10% discount applies to the ongoing monthly fee only, the one time setup fee stays full price regardless of referral. There's no separate "standard" client on this page, the standard price is shown only for transparency on what's being saved. Do not extend a larger discount without a documented reason. Priority service means requests are queued ahead of general enquiries where reasonably possible, it does not mean guaranteed response times.
Social media: setting up a client's social pages is included in the package. Ongoing posting is not, that's quoted and added on separately if a client wants it, talked through at Discovery.
What's genuinely included, internal version: use the plain package description on the client page as the outer boundary. Anything involving a full rebuild, ecommerce, platform migration, content writing at volume, or after hours emergency response is always quoted separately, regardless of package.
Roles
Multi business clients: if one customer has more than one business entity, treat each as a separate agreement, separate invoice, and separate Digital Register, even if it's one relationship and one point of contact. Keeps scope and offboarding clean if one business changes while the other continues.
Client capacity
Realistic solo ceiling is roughly 20 to 30 active clients on the single Digital Partnership package. Review trigger point: at 20 signed clients, reassess pricing and whether to bring on help. A client whose expected workload runs materially above the standard package (roughly 8 to 12+ hours a month) is priced as a custom retainer, worked out at Discovery, not squeezed into the standard package.
Current client count: update this manually.
Support and response expectations
- Client requests checked at fixed points during the day, not continuously.
- No guaranteed response time promised to clients, referred clients are prioritised in the queue only.
- After hours contact is not part of any package.
Digital Setup Session
Booked only once the Digital Partnership Agreement is signed and the setup fee is paid, never before. Run it live, in person or on a screen share call, in one sitting, rather than sending a list of steps for a non technical client to work through alone. Ask them to have their payment card ready if anything being set up has its own signup cost (Squarespace, Google Workspace).
Account access and security
- Passwords are never stored in spreadsheets. Business password manager only, MFA enabled.
- Client retains ownership of every account. Individual user accounts wherever the platform allows it.
- Access principle: the client creates and owns the account wherever possible, then invites you in as a separate user under your own email. You build and hand over only when they genuinely have nothing to start from, and even then the account details belong to their business, not to Conn Web Studio.
- MFA on your own login for every account, using an authenticator app rather than SMS where the platform allows it.
- Digital Register records that access exists and what it's for, never the password itself.
- Access is removed as soon as it's no longer required, documented at the time, not left until offboarding.
- Insured: Professional Indemnity and Cyber Liability. Keep the certificate of currency on hand, a client may reasonably ask to see it.
Client file structure
01 Agreement, 02 Onboarding, 03 Digital Health Check, 04 Digital Register, 05 Website, 06 Google, 07 Email and Workspace, 08 Social, 09 Systems, 10 Quarterly Reviews, 11 Projects, 12 Offboarding. Identical structure for every client.
Quarterly review process
Scheduled from day one of the agreement. Covers what's changed, a quick health check across key areas, wins for the quarter, recommendations, and a check for scope creep before it becomes assumed as included work.
Renewal and offboarding
Renewal reminder 60 days before term end. If no response by 30 days out, follow up once more, then continue month to month until confirmed, as stated in the agreement.
Offboarding: confirm end date, full access handover and removal, final invoice, archive the client folder, warm closing message.
Escalation process
If something goes wrong or falls outside your expertise (for example a serious security incident), stop, document what you know, notify the client promptly and plainly, and bring in a specialist rather than attempting a fix outside your depth.
Client red flags
- Expects unlimited work for the monthly fee
- Constant emergencies that aren't genuinely urgent
- Doesn't respect communication boundaries
- Wants you to become the account owner instead of them
- Wants passwords handled insecurely
- Doesn't pay, or pays late repeatedly
- Constantly changes scope
- Expects round the clock availability
- Treats the package as unlimited IT support