Description:
In this episode, Matt shares the story behind a long-term client relationship that’s become a true partnership — one forged through fires, fixes, and four years of trust. What started as a quick WordPress rescue evolved into a deeply embedded role as the client's digital defense team, managing an e-commerce ecosystem that can’t afford to go down.
Matt walks through the systems, processes, and real-world challenges that come with maintaining a multi-million-dollar online store. From recovering a site after another agency's misstep to setting up access controls, staging environments, and SOPs, this episode breaks down what it really takes to build a service relationship that lasts.
If you’re an agency owner, freelancer, or service provider looking to create lasting value — this one’s for you.
🔑 Key Takeaways
- Long-term value is built, not pitched. Trust is earned over time by showing up, solving problems, and taking responsibility.
- Being a ‘defense team’ goes beyond code. True value lies in protecting a client’s digital infrastructure — even from their own rushed decisions.
- Processes protect revenue. Systems like staging, Git versioning, and role-based access aren’t nice-to-haves — they’re vital for uptime and growth.
- Sometimes the best work is invisible. Being the person who prevents problems is often more valuable than being the one who fixes them.
- Speed isn’t everything. Familiarity, strategy, and reliability often outperform quick turnaround promises from external teams.
- Trust makes you essential. When a client sees you as a guardian of their business, not just a vendor, you're no longer easily replaceable.
THE MEAT OF IT!
- The Origin of a 4-Year Partnership
- How the relationship started through a quick fix
- Transitioning from short-term solution to long-term partner
- Evolving into a critical piece of the client's infrastructure
- Building a Digital Defense System
- Establishing guardrails: roles, access controls, and SOPs
- Becoming the “checkpoint” for every major update or code change
- Why protecting the site is protecting the business
- Lessons from Outside Interference
- The Elementor episode: when an outside agency caused a site crash
- How the Unified team recovered fast and set new boundaries
- Proving value through prevention and fast response
- Strategic Value Beyond Maintenance
- Handling everything from plugin updates to payment systems
- The hidden complexity of managing e-commerce WordPress sites
- Why deep familiarity beats speed in high-stakes environments
- Trust Earned Over Time
- Acting as both a technical resource and strategic advisor
- What it means to be “family” in a client relationship
- The difference between being replaceable and essential
Click to See Episode Chapters and Timestamp
| Timestamp | Summary |
| 0:00 | Building Robust Defense Systems for Web Security |
| 2:50 | Building Client Relationships Through Quick Problem Solving |
| 6:40 | Resilience and Growth in a Web Design Agency |
| 19:10 | Managing E-Commerce Websites for Optimal Performance and Growth |
| 29:17 | Challenges and Solutions in Managing a Complex Codebase |
| 33:06 | The Role of a Development Team in Website Maintenance |
| 39:32 | Challenges of Integrating Elementor Into a Custom-Built Website |
| 44:51 | Unauthorized Code Changes Cause Website Downtime and Developer Apology |
| 47:55 | Building Trust and Managing E-Commerce Websites Effectively |
| 52:59 | The Importance of Recognizing and Valuing Team Efforts |
| 54:38 | The Importance of Consistent Website Management and Team Coordination |
| 1:00:20 | Building Long-Term Client Relationships Through Trust and Problem-Solving |
| 1:08:07 | Building Community Through Web Design and Podcast Engagement |
Check out these related Episodes:
- Episode 64: Week in the Life of an Agency: Unified Web Design, April 11-15, 2022
- Episode 115: The Art of Custom Web Design: Our Unique Approach & Process (and Why Go Custom?)
- Episode 155: Pete Mohr – Greatest Future Impact: The Art of Delivering Transformative Client Experiences
Web Developer, WordPress & JavaScript Nerd at Unified Web Design, LLC
Matt is the Founder & Web Designer at Unified Web Design, Owner of UnifiedPlugins.com, blogger at MattLevenhagen.com ( who else would be? 😉 ) AND host of this amazing podcast, The Builders!
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