Client Management Guide

Effective client management is what separates a hobbyist hosting a few nodes from a professional provider running a sustainable business. Good client relationships drive retention, referrals, and long-term growth. This guide covers the full client lifecycle from onboarding to retention.

Client Onboarding Process

First impressions matter. A smooth onboarding process sets expectations, builds trust, and reduces early support tickets.

1. 1

   Welcome communication

   Send a welcome email or message within 1 hour of sign-up. Include next steps, expected timeline for node setup, and how to reach support.

2. 2

   Gather requirements

   Confirm the node tier, preferred data center region, payment method, and any special requirements (specific OS, monitoring preferences).

3. 3

   Collateral guidance

   Help the client understand collateral requirements. Guide them through SSP Wallet or Zelcore setup if needed. Verify the collateral transaction before proceeding.

4. 4

   Node provisioning

   Set up the server, install FluxOS, configure the node with the client's Zel ID. Run initial benchmarks to verify everything passes.

5. 5

   Client portal access

   Set up their account on your client portal. Walk them through how to check node status, view billing, and submit support tickets.

6. 6

   Documentation package

   Provide a short document covering: how to check their node status, what to expect for rewards, when billing happens, how to reach you, and your SLA terms.

Communication Best Practices

Consistent, proactive communication is the foundation of client trust. Clients who feel informed are far less likely to churn.

Regular Updates

• •Proactive maintenance notices — notify clients 48+ hours before any planned maintenance
• •Incident reports — if a node goes offline or fails a benchmark, notify the client before they discover it themselves
• •Network updates — share relevant Flux network news: upcoming updates, PNR changes, reward adjustments
• •Monthly summaries — send a brief monthly report: uptime percentage, rewards earned, any issues resolved

Support Channels

Offer multiple support channels to accommodate different client preferences:

Setting Expectations: SLA

A clear Service Level Agreement (SLA) protects both you and your clients by setting explicit expectations.

• •Uptime guarantee — typically 99.5-99.9% for Flux hosting (accounting for network-level events beyond your control)
• •Response times — define different tiers: critical (node offline → 1 hour), important (benchmark issues → 4 hours), general (billing questions → 24 hours)
• •Maintenance windows — specify when planned maintenance occurs (e.g., Tuesdays 02:00-06:00 UTC)
• •Compensation — define what happens if you miss your SLA targets (e.g., credit for the affected period)
• •Exclusions — clearly state what's outside your control: Flux network issues, blockchain forks, client-side wallet problems

Handling Issues & Complaints

Problems will happen — failed benchmarks, server outages, missed rewards. How you handle issues defines your reputation.

1. 1

   Acknowledge quickly

   Even if you don't have a solution yet, acknowledge the issue within minutes. "We're aware and investigating" goes a long way.

2. 2

   Be transparent

   Explain what happened in plain language. Clients understand that things break; they don't accept being left in the dark.

3. 3

   Provide updates

   For ongoing issues, update the client every 30-60 minutes until resolved. Silent gaps create anxiety and distrust.

4. 4

   Fix it properly

   Don't just patch — find the root cause. Document what you did and what preventive measures you're adding.

5. 5

   Follow up

   After resolution, follow up within 24 hours to confirm everything is stable. This shows you care beyond the immediate fix.

6. 6

   Compensate when appropriate

   If the issue was your fault, proactively offer a credit. It's cheaper than finding a new client.

Client Retention Strategies

Retaining existing clients is 5-10x cheaper than acquiring new ones. Focus on making clients feel valued:

• •Loyalty discounts — offer a 5% discount after 6 months, 10% after 12 months of continuous service
• •Referral program — give existing clients a credit (e.g., 1 month free) for every new client they refer
• •Priority support — long-term clients get faster response times
• •Free upgrades — proactively upgrade client hardware when better servers become available at the same cost
• •Annual reviews — schedule a call to discuss their needs, show performance trends, and discuss growth plans
• •Community building — create a private Discord/Telegram group for your clients to share tips and build a community

Growing Your Client Base

Once your operations are stable, focus on client acquisition:

• •Flux community presence — be active in the Flux Discord, forums, and social media. Help newcomers, share knowledge.
• •Provider profile optimization — keep your platform profile detailed, up-to-date, and showcase your strengths
• •Testimonials — ask satisfied clients for reviews and permission to share their feedback publicly
• •Content marketing — write guides, create videos about Flux node hosting, share on YouTube/X/blogs
• •Partnerships — partner with Flux influencers, YouTubers, or community leaders for referrals
• •Competitive offers — create limited-time onboarding offers (e.g., first month free, no setup fee) to attract new clients