Navigating Client Domains: Best Practices for Kenyan Digital Agencies

In the fast-paced world of digital services, agencies in Kenya often act as the gatekeepers of their clients' online presence. Whether it's designing websites, setting up hosting, or registering domains, digital agencies play a crucial role in defining a client's digital footprint. But with this role comes responsibility.

Unfortunately, many agencies fall into the trap of controlling domains in ways that create long-term risks for both their clients and themselves. In this guide, we unpack domain management best practices that Kenyan digital agencies should adopt to ensure ethical, secure, and scalable client relationships.

Why Domain Management Matters for Agencies

A client's domain is more than a web address. It holds SEO equity, brand recognition, business email infrastructure, and often customer trust.

Mismanaging it can lead to:

  • Loss of trust and reputational damage
  • Legal disputes or regulatory claims
  • Project delays and cost overruns
  • Negative reviews or social backlash

Agencies who treat domains as strategic assets—rather than temporary deliverables—stand out in a crowded market.

Common Pitfalls Agencies Make

1. Registering Domains Under the Agency's Name

This is perhaps the most common issue. While it may seem efficient to register domains under the agency's profile, this causes major problems if the client wants to switch providers, scale independently, or experiences a breakdown in communication.

2. Failing to Transfer Ownership Post-Launch

Even when domains are initially registered on behalf of the client, failure to transfer credentials can leave agencies in a legal gray area—and clients in digital limbo

3. Using a Personal Email for Registration

Using an agency employee's Gmail or work email to register domains complicates recovery processes if that employee leaves.

4. Skipping Renewal Reminders or Management Plans

Without clear systems for renewals, client domains can expire, leading to email blackouts and SEO disasters.

5. Lack of Documentation

Agencies often fail to keep proper records—such as login credentials, registrar information, and transfer logs—leading to confusion and liability.

Best Practices for Ethical Domain Management

1. Always Register Domains in the Client's Name

If you’re handling the domain purchase, use the client’s business name and official email. This avoids future disputes and reflects professionalism.

2. Educate Clients About Their Assets

Host onboarding sessions to explain what a domain is, how it works, and why it matters. Provide a written handover of credentials and renewals policies.

3. Use Professional Dashboards

Tools like WHMCS, Zoho, or Google Workspace Admin Console allow you to manage multiple domains on behalf of clients while preserving transparency.

4. Set Up Auto-Renewals With Client Consent

Ensure all critical domains have auto-renewal activated. Bill clients accordingly, and send reminders of the renewal window in advance

5. Maintain a Shared Document Vault

Keep a password-protected Google Doc or Notion page with up-to-date domain data: registrar name, login email, recovery questions, DNS settings, and expiration dates.

6. Have a Clear Exit Strategy

Write clauses in your contracts about domain access during and after service delivery. Define when and how ownership transfers will occur.

Legal and Regulatory Considerations in Kenya

  • Kenyan domains (.ke) are governed by KeNIC, which supports an Alternative Domain Dispute Resolution Policy (ADRP).
  • Encourage clients to register trademarks with KIPI to protect their brand.
  • Keep proof of all domain transactions, including payment invoices and emails, for a minimum of five years.

Building Client Trust Through Transparency

A Kenyan agency that manages client assets ethically builds stronger relationships.

Consider these practices:

  • Issue quarterly digital asset reports
  • Offer optional domain monitoring or protection services
  • Encourage clients to ask questions and be involved
  • Provide exit documentation when contracts end

Final Thoughts

Your clients trust you with their digital identity. Don’t just build websites—build responsible infrastructure.

A domain lost is more than a project delayed; it's a blow to client confidence, brand integrity, and professional credibility.

Take action today:

  • Audit your agency’s current domain practices
  • Introduce ownership clarity in every client project
  • Educate your team and your clients
  • Professionalism starts with transparency. Domain management is no exception.