Do they give you the “warm and fuzzies”?

Don’t misunderstand and get the impression that you should just be on the lookout for someone with a kind smile. When I say “warm and fuzzies”, I’m talking about an overall good feeling that you’ve found a freelancer or web design agency that’s perfect for your needs.

There’s no doubt about it – it’s “buyer beware”!

That’s easier said than done, but there are definite ways that gaining your trust can be accomplished. The best web design freelancer or agency will ensure a few key things

They should spend the time to learn about you and your business – what drives you, what your goals and needs are, who your market is, and where your best opportunities lie. This discovery stage should be just as important to them as anything, or they’re not really serving your needs

They ought to be honest about what they can do for you. Anyone who guarantees a top Google ranking should be disqualified from the word “go”. Also, honesty about what they cannot do for you is important too. If you require an aggressive email marketing campaign, and they don’t offer that service, they should be up-front about it. A response of “Well, we can discuss that later” shouldn’t be acceptable. Dodgy behaviour should send up some red flags. Another thing that helps convey honesty is their willingness to provide a list of references. Testimonials posted on a website are fine, but being able to talk to a living and breathing client of theirs is even better. Above all things, you should be able to get a sense of what it was like to work with them from their previous customers.

Keep in mind that you should be hiring a professional. To some degree, you should really let them do the job you hired them to do. That being said, they should still include you in the process. True, they’re the web professionals, but the best web design companies understand that this is a relationship. Communication happens in two directions in successful relationships, and you shouldn’t be left to wonder if your web designer is still alive or not.

They should speak your language. Specifically, a human language. If your web contractor can’t relate all this technology mumbo-jumbo in understandable human terms, then they’re falling short in my opinion. You should end up with at least some working knowledge of what is going to be included at every step, especially if you want that knowledge. Some clients don’t want to know anything or have to sit through lengthy explanations. They just want the job to get done, and that’s fine too. But if you’re one of the folks who likes to be an informed buyers, your web pro should take the time to make you comfortable with what’s going to happen. After discussing your project, you should get a summary of what’s included in the price. Fees should be transparent. Preferably this will be in writing, but at least a verbal breakdown is a must, and don’t be afraid to ask for it in writing. Any web industry professional won’t need such prodding anyway. Basically, you should know at the outset if the price includes what you need to help avoid surprises later.

There are certainly many other things that can help you gauge whether or not you’re hiring the right web designer. These are some broad lines, and it should be a helpful starting point.

Don’t forget about gut instincts too. In the end, you should consider this a long-term relationship, so make sure you feel good about it.

In my own market of web designers in Windsor / Essex, Ontario, there are some firms and agencies that preach to clients – usually via their websites – about why web standards are important.

One particular Windsor web development company even features a lengthy article in which they discuss the importance of compliant HTML and CSS code. Ironically, the web page that holds that article has 17 HTML errors, and a whopping 45 CSS errors when put through the validator.

Unconscionable really, given that many consumers won’t know that everything their article discusses was largely ignored when that very page was built. Reading that sincerely authored article really ticks me off. What’s worse, is that it might even prompt an unsuspecting consumer to engage their services, even though that poor client likely won’t be getting what they believe they’re paying for.

You’ll notice that at the bottom of my website’s pages, there are two green checkmarks. They can be clicked so that you can check whether or not my code is clean, both for HTML and CSS. I take great pride in crafting flawless – or near-flawless code. Sometimes, a few “errors” are forgivable, especially if they don’t “break” the page, but enhance usability. After all, the web is for people. Web development can sometimes involve trade-offs, but selling your soul and taking blatant shortcuts is wrong.

Technology is moving at a speed that leaves many in the dust. Some can lag behind, and it’s perfectly acceptable. Our parents, for example, may have decided that they have no need for the internet. They still go about their days just as they always have, and are happy to do so. Web developers, however, can’t afford to rest on their laurels. We need to make the surfboards on which the rest of the world rides the wave of technology.

Living, eating, and breathing standards-compliant code

The back end “techie” stuff that makes web pages appear on your computer screen is always changing. Even when the standards don’t change for a short while, the browsers through which we visit web pages probably do. Even the types of devices we use to view the web are becoming more numerous. For all these reasons, you need a web developer that’s on top of it all.

In your search for someone to build your website, make sure to find someone who understands W3C standards. Hiring a company building websites that are at least “standards-friendly” to begin with should be your goal, for some very important reasons:

• Your website will be navigable by the widest possible audience
• Updating the code as the standards advance will be faster, thereby saving you money
• A site-wide redesign can be accomplished by changing the style sheet(s) alone, rather than every page, once again saving you money
• Browser makers are becoming increasingly diligent about their standards compatibility
• Search engines can more easily and accurately index your website

Beyond these reasons, the future of the web is not uncertain. It’s most certainly the way we access most of our information, and that practice is not going to slow or stop. The web is not a trend, or a fad. For better of for worse, it’s the world’s foremost method of connecting us all. You need someone knowledgeable in your corner, who can confidently help you take your business into what the web has to offer next.

How much do you charge for a website?

I’m asked this question all the time, so I just had to write about it. Without trying to be cheeky, the most truthful answer is, “it depends”, as it really does depend on a myriad of things. Don’t mistake that answer as an evasive maneuver on the part of a shady salesperson. It’s anything but that, and frankly, it should be expected.

Sometimes, the price of a web project has to change dramatically at the last minute. Of course, a good web professional will never spring this on you, and you should be helped to understand why it’s necessary. Before you holler something about how that should never happen, read my example of how it can happen in “Keep your friends close, but keep an egghead closer”.

How much does a new automobile cost?

Imagine asking an auto dealer a blanket question about price. Even if one did ask that type of open-ended question, most of us wouldn’t expect the sales rep to shoot us a number straight away. As a matter of fact, some of them might even answer that question with one of their own: “What are you looking to spend?”

We would actually have already considered pretty carefully what we might want in a car, and be ready for the ensuing questions. Chances are, the sales person will ask whether you’re looking for a sport sedan, a luxury sedan, a compact, an SUV, a cross-over, a truck, or a van – and we would already have an answer ready. After that, the questions would come fast and furious, ranging from colour preference to warranty choices. In most cases – if not, all – our answers would be predetermined. We’ve thought about this, maybe even a lot.

This makes sense, because we’ve driven a car before. We’ve also been in a passenger seat several times before. We’ve come to know what we enjoy, or loathe in an automobile. Answering a salesperson’s questions is therefore relatively easy.

Yeah, well, I’ve never driven a website smart guy!

Of course, when people begin their search for someone to create their web presence, one of the first things they do is price shop. The biggest pitfall with that, is that your average consumer won’t always be comparing apples to apples, and oranges to oranges. They’ll only be searching for a company that looks budget-friendly to them.

Another big problem with price shopping, as with most consumer goods, is that you get what you pay for. This couldn’t be more true than it is in the web industry.

Having your twelve-year-old nephew create your company’s new website only makes sense if your nephew is a professional web designer and developer. If he’s not, and you’re enlisting his help because he’ll do it for a new baseball glove, my guess is that you just don’t take your business seriously enough.

If that statement offends you, ask yourself why that same nephew isn’t allowed to interview prospective employees, execute your payroll disbursements, or do your company taxes every year. The answer is simple – he isn’t qualified!

Not everyone can afford a professionally-built website

My answer to this is that nobody can afford to be without a professionally-built website. I could go a step further, and discuss what “professionally-built” should mean to you, but that’s covered in my article entitled, “Is your web developer ready for next year and beyond?”

We are in the midst of another internet boom. More and more, people in business are coming to understand how integral the internet will be to everyday life for all of us. Those who put themselves in a position of strength now, will only get stronger, while the others will get winded just trying to catch up.

Mostly on faith (since I was just starting out), that good egg decided to entrust me with his project. I was able to reassure him that web development was my passion, and that even if for some crazy reason I was giving it up, I would make sure to house his files with a reputable company. I made it clear that I was committed to him as a customer, even if at some point I was going to stop being committed to the web industry.

Walk softly and carry an egg head

It’s a good idea to keep your web professional on a retainer. I offer this option to my clients at very reasonable base rates, and if that rate needs to be supplemented due to an inordinate amount of work one month, the client is informed before any extra jobs begin.

The point is, as the world becomes more and more connected via the internet, the more chummy you’ll want to be with your top nerd. When hiring a web contractor, you should both consider your arrangement to be a long-term relationship. It’s all about getting that “warm and fuzzy” feeling. If you don’t feel that a good working relationship is being forged, you probably have the wrong guy, or girl, or agency. You should see this as a partnership, and the geek you hire should have the same attitude. If you fear that your success is secondary to them, perhaps you’ll need to keep looking.

Keep the lines of communication open

It’s important for web folk to be detailed in their communications, but it’s just as important for clients to be clear about their needs and expectations. Given that we’re all just people, sometimes that clarity is lacking but it’s the consistent effort that’s important. Your web contractor should be clear about what products and services will be included for every dollar you’re spending.

Equally important is that web clients do their homework, and ask lots of questions. You should have a good understanding about what your paying for. You should also try to marry your expectations to that understanding.

Sometimes, breakdowns in communication can happen on both sides, and it can get…awkward.

Are we going to be able to do our own updates?

Here’s an example of “scope creep”, but really late in the game.

After discussing a website gig with a client, a detailed estimate was drafted and accepted. A design concept was created, and also accepted by the client. Details about functionality were discussed, determined, and agreed upon.

In this example, let’s say that it was a very simple, brochure-style website, that was really just informational, and included a small photo gallery of their work. The broad lines of what a site visitor might need to know about the company were represented on four or five relatively short web pages. The client didn’t really want or need anything more than that.

The launch is a success, the client is pleased. About a week after the site goes up, the client calls. This is completely normal and expected. Sometimes little issues involving content aren’t really problematic until the client has had some time to get cozy with their copy, as they read and re-read it on their computer screen. Unfortunately, this call doesn’t involve anything so simple.

Here it comes…the question that makes me squirm in my seat while I try to find a polite way of explaining a new price tag. The client wants to know if they can make simple content updates themselves.

This is where the web pro has to try to politely manage a client’s perceptions. Sure, these folks have composed emails before, maybe even built some very impressive Power-Point presentations for work. How difficult, then, can it really be to change the words on a web page? To do this involves a little more than a level of comfort with the graphic user interface offered by email software or a word processing suite.

Then the question comes about “that CMS stuff” I mentioned before. Sure, that would definitely make it possible to manage the content, but this site wasn’t built using a CMS! The client’s budget didn’t allow for that, so it was agreed that since changes would only be sporadic and fairly rare, they would pay a small fee when updates were necessary.

I’m all about “teaching a man to fish”, but converting a site to a Content Management System is a whole new round of web development work, and it’s going to cost.

If the option of doing their own updates is very important to the client – and it’s nailed down early, then it’s no problem. A discussion is then possible regarding the added price of development, and the training necessary to acquaint the client with the software.

Good communication: the onus is on everybody!

This is why web clients really need to do their homework and ask lots of questions. They need to ensure that they’ll be getting what they need, and what they pay for.

Web freelancers and agencies also need to ask, confirm, and re-confirm a client’s requests in the beginning stages. It may sound like badgering, but getting a client to be clear about the same things over and over again can work wonders. They may hear you asking the same questions multiple times, but they’ll also hear themselves answering the same way again and again.

Even in a case where communication is very clear on all sides, it’s still a good idea to keep an egghead in your back pocket. Even if you’re doing your own minor content updates, anything beyond that should be left to a professional. Just as you shouldn’t try to cut your own hair, nor should you try to overhaul your own website. Technology is just going to keep streaking along, and you’ll need someone who can help you navigate it. While you’re busy keeping up with innovations and changes in your own industry, your egg head partner can be keeping up with the world wide web so that you don’t have to.