Supporting a Client Through WordPress
📌 Background
Every website project is unique, not just because of the technical scope but also due to the human side—client needs, communication styles, and their personal circumstances. This case study highlights my interaction with cltisdale, a Fiverr client who initially wanted a WordPress template installed but faced unexpected challenges along the way.
🎯 The Client’s Request
The client approached me after purchasing a new domain and Hostinger hosting. Their main goal was simple:
- Install WordPress on their Hostinger server.
- Set up the Missouri template (they first mentioned Envato, but later clarified Missouri).
- Ensure the website looked like the demo with proper page setup.
They selected my Silver Package ($20) and added WordPress installation ($10), making it a $30 project with 1-day delivery.
⚙️ The Challenge
Although the request seemed straightforward, several issues surfaced:
- WordPress.com vs WordPress.org Confusion
The client initially tried logging into WordPress.com instead of their self-hosted WordPress through Hostinger. This created confusion about where the actual installation should happen. - Access and Permissions
I guided the client on how to grant limited access via Hostinger’s “Collaborators” feature. However, they faced difficulties navigating Hostinger’s dashboard and were unsure about granting permissions. - Health & Stress Factors
Midway through, the client shared that stress from technical processes affected their health, making it difficult for them to continue. They politely requested a refund for their well-being.
💡 My Approach
Despite the project’s hurdles, I focused on patience, empathy, and professionalism:
- Clear Step-by-Step Guidance: I explained the difference between WordPress.com and self-hosted WordPress, provided links to Hostinger documentation, and suggested alternatives like live screen-share support (though the client preferred text).
- Reassurance & Transparency: I assured the client that no domains could be “deleted” from Hostinger, only transferred. I clarified every technical detail to reduce their stress.
- Health First: When the client disclosed their disability and requested cancellation, I immediately prioritized their well-being. I reassured them that a refund would be issued and left the door open for future collaboration.
✅ The Outcome
- The order was canceled smoothly with Fiverr’s support to ensure no negative impact on my seller profile.
- The client received a full refund and appreciated the patience shown throughout the process.
- Although the project didn’t reach completion, the interaction demonstrated my ability to handle sensitive client situations with care.
📌 Key Takeaways
- Technical clarity is crucial: Many clients don’t understand the difference between hosting platforms (WordPress.com vs Hostinger’s WordPress). Educating them politely builds trust.
- Professionalism goes beyond delivery: Even when a project doesn’t complete, how you treat the client matters most.
- Health and empathy over money: Respecting a client’s personal challenges fosters long-term goodwill.
🏆 Final Thoughts
Not every client journey ends with a finished website—but every project is an opportunity to showcase professionalism, patience, and human understanding. This case shows that sometimes the best service you can provide is peace of mind.