When the Web Design Process Goes Horribly Wrong
Thursday, October 15th, 2009
When a website goes live, it’s usually a day to celebrate. The proud new owner calls family and friends right away.
But, sometimes, the relationship between the business owner and the web designer goes downhill. They are not a good match. The website project is completed in the end, but not celebrated.
Worse than that, on rare occasions the owner is already looking for someone else to fix the new website the day it goes live. Undoubtedly, the web design process has gone horribly wrong.
Fixing a Broken Website
I was recently asked to fix broken links, wrong email addresses etc. the same day a website went online. It’s not because the other web design firm didn’t have the necessary skills. Somehow, both the owner and the firm reached the point where they couldn’t wait to get rid of one another. The business owner was so frustrated, he severed ties the day the site went live.
How can the web design process sink to this point?
It often comes down to customer service. If a web designer takes a personal approach, the client soon recognizes the individual care. A relationship develops naturally between them. On the other hand, if that business owner senses that his or her project lacks attention or worse, has been outsourced, the web project becomes a chore to complete, and may not reach a happy ending.
Word-of-Mouth Advertising
One of the best ways to learn about a company’s customer service is through word-of-mouth advertising.
In a recent experience of mine, a boutique owner in New London, New Hampshire discovered my web design services through word-of-mouth advertising. The camera store owner next door had recommended my studio.
But little did I know that on the morning I stopped in to say hello, I would become a word-of-mouth advertiser for the boutique owner. The friendly smile and warm greeting of an unfamiliar employee caught my attention. This same employee greeted the next customer with just as much enthusiasm. She easily struck up conversations and made everyone feel at ease in the boutique.
When I placed a pair of woolen mittens on the counter and flashed my 25 percent off coupon, she cheerfully announced my discounted price. The sales process was not only smooth, but enjoyable. I headed out the door with a bounce in my step, ready to share my shopping experience with family and friends.
Finding the Right Web Design Company
Referrals from other business owners are a great way to find the right web design company. Ask people you know about their experiences.
Were they treated as individuals with respect?
Did they feel cared about?
Did the web designer focus on them (not the sales)?
Customer Testimonials
Besides word-of-mouth advertising, online customer testimonials are a great way to investigate a web design company. A web marketing firm may promise search engine optimization, all-in-one solutions, increased sales etc. But are there any satisfied customers willing to sing their praises?
Personal Care versus Slick Marketing Campaigns
Poor customer service played a role in the web design process that went horribly wrong. The former company dazzled the client with a slick marketing campaign, promising great website analysis tools etc. But they didn’t deliver personal care, and unfortunately, the project eventually ended in a messy divorce. It was no surprise to find that there was only one client testimonial included in their website.
