The Best Practices in Customer Appreciation: Jayson Manship of inSourcecode


Kevin Price, Host of the Price of Business (M-F 7 am CST on Business Talk 1110 AM KTEK) interviewed Jayson Manship, who is the Owner/Lead Nerd at inSourceCode, one of the country’s top WordPress development shops. The company launched the first WordPress site inside the U.S. House of Representatives and helped launch the OpenGov Foundation. Jayson was named one of Indianapolis Business Journal’s 40 Under 40 this year.

Tell me about your firm (number of employees, location, type of companies you work with, etc.).

inSourceCode has 9 employees and is based out of the greater Indianapolis area with a remote office in Washington DC. The company works for a large variety of companies, individuals and organizations – from U.S. Congressmen to Professional Sports teams and everywhere in between. The company’s sites have been featured on the Today Show, FoxNews, CNN, MSNBC, TechCrunch and a multitude of other news organizations.

How do you demonstrate that your customers are appreciated?

inSourceCode builds relationships, not clients. The company shows appreciation with action by sending hand-written thank you notes to each and every client. Every Thursday, the company makes it a priority to send out thank you notes to individuals they may have worked with that past week. In addition, the company sends hand-packed gift baskets to clients once their site has launched to say, “Thank you for trusting us with your site!”

What do you do to make potential clients feel like they will be well taken care of if they hire your firm?

inSourceCode knows the best way to make a client feel they will be well taken care of is through great communication. Purposefully, inSourceCode works very diligently to screen all new potential clients to ensure that they are a good cultural fit and more importantly, that the inSourceCode team has the available bandwidth to give the client each and every ounce of attention their project deserves. “On more than one occasion, we’ve told a potential client “no” because we didn’t feel like we could best serve their needs based on our workloads. It’s not about bringing on as many clients as we can. It’s about making sure we’re serving our customers the best we can.” The company’s website puts it this way, “Bottom line: We want to be a trusted partner.”

How is your approach different than the competition?

In the technology industry, Jayson explains, the majority of companies are just interested in burn-and-churn. Faster cycles, more clients, bigger margins. Since web developers aren’t generally the most social characters, it is very easy to lock in, build out a great product and move on. That has caused an unfortunate misconception that all web development companies are arrogant or disinterested. inSourceCode is working to buck the stereotype by reminding people how much they appreciate the opportunity to work with them. This includes: employees, clients or vendors.

Contact information:

Jayson Manship, Owner/Lead Nerd