Back in 2018 I think it was, there was a problem with one of the websites. The membership site software had auto upgraded and wasn't doing what it was supposed to. You guys were on a family trip and were away for a couple of days at a weekend. So I thought I would try and dig into the issue and see if I could fix it myself.
I filed a ticket with the company that made the software, told them the issue, asked a couple of questions and waited for their answers so I could make some progress.
Their answer came totally out of left field. They said something like: "our membership software doesn't have that function you are talking about, so we're not sure how we can help you."
Now I KNEW that the function that I'd asked about worked on my site...because I'd been using it for two years. When you returned from your trip I got an email from you guys who said: they are kind of right, their software doesn't do that out of the box. But I wrote some code so it would. And the update wasn't recognizing that code, so I've updated it and everything is back to normal.
So if I've got website issues not only do I get solutions "out of the box" (i.e. as the software company intended) but I can also get custom solutions that don't require "from the ground up" software development with the commensurate costs in terms of both time and money.
That 'custom' approach also extends to purpose build plug-ins for various bits of additional WordPress functionality.
On top of that I never have major time problems despite the fact that we are as far apart in time zone terms as possible. For example the other day I foolishly ignored one of your cardinal pieces of advice ("Never touch the website when you've only just woken up and not had coffee!) and deleted a major piece of functionality that made most of my main website pages appear as nonsensical text strings. I sent an email explaining the issue and what I thought needed doing to fix the problem. And then I had to walk the dog. By the time I got back the issue was fixed and the website was working normally.
When I factor in that fast, reliable, no-fuss service I always get it makes using you guys for any website requirements I have an absolute no-brainer. I can't ever envisage using anyone else and if it got to the point where you got so mega busy that you needed to limit the client work you took on, I hope you'd tell me in good time so I could sign up on retainer