One Bad Apple: What a Great Web Design Firm is… and Should Do… for You

Posted on August 13, 2007
Filed Under Ecommerce | Leave a Comment

We’ve been asked a lot of questions about our company, its practices, and its people. Some have been due diligence; some have been a shade invasive. But we know that we get asked these questions not because people are necessarily nosy…but because we’re going to work together on one of the most important things in their life: their business. And for many, their websites are still dreams in progress with an email address. But it’s something of value…and therefore, deserving of being handled professionally and respectfully by others.

Some of you may have read or heard about this article. Sad to say, but just about every size business owner has his or her own web design horror stories-and lots of them. But what’s really sad isn’t that so many people have lost time and money to the unscrupulous practices of the web’s “bad guys”…it’s that they’ve lost faith in us good guys as well.

The list of what a great web design firm is would take as many words as there are firms. Every good firm has its own approach to making magic happen; we certainly do. But what a great web design firm should do is more basic-and, of course, harder to explain. And while we can’t speak for everyone, at FastPivot what we think a great web firm (or any business) should do is captured in five values that drive every engagement, from design to development to deployment.

Our customers expect us to offer them innovative design and technology solutions. How specifically are we making that happen?
Our customers expect us to respect their budgets, but be transparent about what it really takes to execute their vision. How clearly are we explaining the options, costs, and trade-offs?
Our customers expect us to be responsive, regardless of whether it’s good or bad news. How considerately are we answering their questions and concerns?
Our customers expect us to offer observations, advice, and solutions. How proactively are we acting as a vendor, counselor, and partner?
Our customer expect us to honor their trust and keep our word. How have we done right today by both our businesses?

You have a right to expect the best from a business partner for a fair price. The best includes contracts with deliverables and timelines in writing and realistic itemized costs. The best includes an email and a phone number to someone who promises to acknowledge your call within 24 hours. The best includes candid discussions about what will and won’t work based on your budget. The best includes understanding what the competition has offered you and responding honestly to the challenge. The best includes being accountable for the who, what, where, why or how of anything associated with your business

Simply put, what a great web design firm is is subject to debate. But what a great web design firm should do is always acting in your …and your business’…best interests.