By Whether they’re trying to raise brand awareness, generate leads, or sell online, SMBs need stable websites that can securely handle customer needs. Good web hosting managers oversee the infrastructure and tools that safeguard websites and keep them running, helping their clients’ businesses to thrive.
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This guide explores the essential ingredients needed to deliver a superior hosting experience. We’ll touch on how to satisfy the technical needs of your clients, set the foundation for productive working relationships, keep your pulse on industry trends and developments, and streamline your internal processes. We’ll also highlight tools that let you efficiently meet the requirements of all of your clients so your business grows alongside theirs.
1. Choose the right type of web hosting
A web hosting manager chooses the right setup for client websites to ensure that content transfers quickly and smoothly to users and customers can access the beautiful functionality built into the site. Site speed also affects search engine rankings, so it’s important to make sure websites are performing at their peak.
You have several choices for CMS website hosting, depending on the complexity of the sites. If you’re a WordPress hosting manager, for example, you can choose a framework that’s optimized for sites built on that platform.
Shared hosting
Shared hosting is just as it sounds—multiple websites sharing one server and its resources. This can be an affordable solution for small or static sites that don’t require advanced resources or customized operating systems.
If one site on the shared server consumes a significant amount of RAM, bandwidth, or processing power due to sudden surges, however, other sites can be affected. There’s also the possibility that a security breach on one website may make others on the server vulnerable.
VPS hosting
A virtual private server (VPS) mimics a private server on a shared one. Individual websites are given dedicated space on the server with their own resources so other sites don’t impact them.
With VPS, you can tailor your operating system and applications, and files are protected from other users on the server. This option is more cost-effective than using a dedicated server and can be a good solution for medium-traffic sites that require more customization and security than a traditional shared setup allows.
Dedicated hosting
With dedicated hosting, your client’s website is the only one on the server. This enables complete custom configuration of the hardware, operating system, and applications.
Dedicated WordPress hosting is a premium solution suitable for high-traffic, resource-heavy websites that require a flexible setup and huge amounts of processing power. However, there’s a hefty price tag for being the only occupant on a server.
Cloud hosting
Cloud hosting, such as that offered through AWS, uses a network of remote servers. Copies of a website are stored on the different servers, and users around the world are seamlessly directed to the one best able to handle the request at that moment.
Hosting a website on Google Cloud, for example, gives you the benefits of its vast global infrastructure. Multiple servers ensure speedy and reliable performance, and numerous layers of security help protect client data. Google Cloud offers pricing tiers to accommodate the needs of websites of all sizes, and facilitates scaling when your client is ready.
Managed hosting
With managed hosting, a provider selects, configures, and oversees the infrastructure needs of a website on a client’s behalf. This includes troubleshooting, handling outages, managing security, and providing technical support.
Managed hosting is an option for clients that want to entrust their website backend to a specialist. Some agencies also provide an all-in-one website design and hosting solution, creating sites on WordPress and hosting them to fully manage a client’s online presence.
2. Ensure websites are secure
In addition to choosing where a website will live, your agency needs to build a secure environment that protects sensitive client and customer data. If you’re exploring options for reselling hosting services, you need to be especially aware of the quality of security offered by your partner.
With a tool such as Website Pro, you can offer WordPress hosting for websites on Google Cloud. The trusted search engine’s top-notch infrastructure features regular malware scanning for peace of mind.
Types of website threats
Cyberthreats are very real, with ransomware attacks growing by 350 percent each year. The size of a business doesn’t matter either — more than four out of 10 cyberattacks impact small businesses (DataProt).
Web host managers should ensure websites are protected from common types of threats:
- Malware. Malicious software comes in many forms, including viruses, designed to steal financial data, personal information, and passwords. Malware can launch attacks on other networks or hijack your system in exchange for payment.
- Phishing. Hackers often try to extract payment information from unwitting customers by creating a page resembling that of a real business. Use an SSL certificate to encrypt user data, and remind customers to look for the padlock symbol in the browser as assurance that your site is authentic before they complete a shopping transaction.
- Cross-site scripting (XSS). With XSS, malicious code is inserted into a web page. When users access the page, the script may steal data or take over the session. As a webhost manager, you can guard against XSS by validating user inputs and disallowing special characters that could be part of malicious code.
- SQL injections. Similarly, SQL injections are scripts inserted on the server-side that attempt to gain access to database information. To prevent this threat, you need to place limits on the SQL commands.
Follow best practices
Web host managers have a responsibility to ensure integrity of client data. Below, we discuss ways to remove vulnerabilities and protect websites from unauthorized access.
Install patches and updates
Hackers try to exploit weak spots in software, so ensure your operating systems, applications, and plug-ins are up-to-date for best protection.
This is especially important for WordPress hosting. More than 38 million websites are built on this platform (BuiltWith), meaning hackers who find a vulnerability in one of the themes or plug-ins can gain access to numerous sites.
Use strong passwords
Compromised credentials are the most common cause of malicious attacks (WebTribunal). Use hard-to-crack combinations of upper and lowercase letters, numbers, and symbols, and change passwords frequently.
A password manager is helpful for remembering complex passwords. You may also want to add two-factor authentication for logins as additional protection.
Create a firewall
A firewall acts as a defensive barrier to your network by monitoring sources of traffic trying to access it as well as information leaving it. You can define the rules used by the firewall to allow access.
Restrict file permissions
Limit who can access different components of the server and network—not because you don’t trust your team, but to reduce the possibility of mistakes or compromise.
Ensure communications are secure
Enable HTTPS protocols and SSL certificates to encrypt data. If hackers breach your system, these measures provide an additional layer of protection to keep information confidential.
Backup website data
As a web host manager, you’re responsible for maintaining the servers that keep a website up and running. In the event a site is attacked or crashes, backup files enable you to restore the most recent version.
Monitor your site
Watch for and investigate unusual activity such as slow page loading, site crashes, or dramatic changes in traffic. Regularly scan your system for viruses and malware.
3. Communicate openly with clients
While your clients’ technical needs are at the heart of your hosting business, you also need to make sure they’re pleased with the services provided. By meeting or surpassing expectations, you’re more likely to retain their business, generate referrals, and build social proof.
Build good relationships
Cultivate a positive working relationship with your client. This starts with providing the best possible service, but you can also demonstrate your expertise and show you’re looking out for their best interests.
Take time to ask questions and understand your clients’ goals so you can choose the right technology for their business. Welcome your client’s questions and be available and patient when addressing their concerns. The more knowledgeable your client is, the better you can work together.
Communicate clearly
Clients are more likely to put their trust in you if you’re open and transparent. Always provide as much information as you can so they understand the reasoning behind your recommendations and decisions.
Follow up conversations with written communication to ensure you’re on the same page so you can refer back to these documents and emails in case of misunderstanding. Let clients know if problems arise before they find out another way, and explain how you’re resolving it.
Manage expectations
Even the most carefully nurtured relationships can fall apart if a client expects more than you’re delivering. When you manage expectations, you’re shaping your client’s understanding of what is realistic.
Be clear about the scope of work that you can provide within their timelines, the support they can expect, and limitations on what you can deliver. You should also have a frank discussion if you think any requests aren’t in their best interests—after all, they’re coming to you for your knowledge and expertise.
Come to an agreement on the scope of work and put it into writing. Provide regular status reports so clients always know where things stand.
Handle difficult clients with care
You’ll occasionally encounter clients who require more relationship management than others. Always respond politely and promptly to complaints, even if it’s to assure them that you’re looking into the situation and will get back to them soon.
It’s best to deal with escalating problems with a friendly, professional conversation than by email. Gather as much information as you can about why clients are unhappy, referring to previous written communications if you need to remind them why you’re doing things a certain way. Own up to errors and explain how you’ll remedy a situation. And, if conflicts persist even when you’ve done your best to improve the relationship, consider whether you should part ways with the client to focus your efforts elsewhere.
4. Stay up to date on industry trends
Technology is always changing, and you’ll need knowledge of the most up-to-date solutions to best serve your clients. Follow industry blogs and news sources on social media so you’re aware of current web hosting issues, technologies, and developments.
You can also participate in online forums or attend industry conferences to exchange ideas, network, and explore innovative solutions. Before you introduce new approaches to your clients, however, work out the bugs with test sites.
5. Boost client satisfaction with attention to detail
Now, it’s time to turn your attention to your internal processes. Use the tips below to create a framework that facilitates your success.
Account management tips
Gather contact and login information
Find out who your client’s contacts are for technical questions, payment problems, approvals, and emergencies. You should have a list of names, titles, email addresses, and phone numbers at your fingertips.
This is also a good time to obtain login credentials and passwords. Consider collecting all of this information at the same time so you don’t have to continually reach out to the client.
Fulfill your responsibilities
Once you’ve come to an agreement with the client about the scope of work, make sure you take action. Plan and schedule the work that needs to be done, such as installing plug-ins, implementing system updates, backing up data, protecting against security breaches, and monitoring site speed and access.
Provide stellar client support
Assign roles within your agency to help clients with technical support, billing assistance, or general website questions. Make sure your client knows who their point of contact is and that all staff handle enquiries quickly and efficiently.
Set up payment processes
Before you begin work, let your client know how you’ll bill them, the terms of payment, and acceptable payment methods. You may need to provide invoices or set up automatic monthly payment processing.
Streamlining workflow
You’ll deliver the best quality service to your clients when you take a methodical approach to your work. Implement a system for each aspect of your client’s journey, such as onboarding, technical implementation, and billing.
An ad hoc approach increases the chance that something will be overlooked. Instead, create a clear process where anyone in your agency can step in and understand what needs to be done.
Project management tools
The more clients your agency gets on board, the trickier it can be to balance their diverse needs. Make the most of available tools to execute your to-do list.
Project management tools are a savior when it comes to itemizing tasks, assigning roles, tracking website status, and managing deadlines. You can easily check in on specific clients and provide updates at a glance.
Automation
While some of your services are customized to your client’s needs, there are tasks that can be automated to save time and free up your resources.
Vendasta’s Website Admin Dashboard monitors updates on your behalf, for example. Use this tool to manage all your WordPress sites from one platform. You’re notified when a site requires action, and you can easily run updates with a click.
Monitoring
Your clients depend on you to ensure their sites are up and running so they don’t miss out on traffic or sales. Be proactive in identifying and managing issues before they escalate.
This requires consistent monitoring. Put processes in place to check for bugs that affect server performance. Make sure site speeds are up to par, data is secure, new installations are working as they should, and that users can seamlessly access the sites.
Frequently asked questions
What are the main responsibilities of a web hosting manager?
When you manage web hosting, you’re ensuring client websites perform at their technical best. A web hosting manager takes care of the technology and infrastructure on a website’s backend, choosing the most appropriate type of server, configuring hardware and software, implementing security measures to maintain integrity and confidentiality of data, performing maintenance and backups, providing disaster recovery, and ongoing technical support.
What are some common challenges when managing web hosting for clients?
The biggest challenge of web hosting is to fully understand your client’s needs and customizing appropriate solutions. You’ll need to maintain uptime, watch site speeds to prevent site abandonment, and protect data from breaches. You’ll also need to find a cost-effective option that allows your client’s website to scale. This ensures they won’t have the inconvenience of migrating a website from shared hosting to the cloud when they’ve outgrown the solution sooner than expected, for example.
