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.

SOR 935 Change Management Success