Companies get into business with the best intentions and they have a goal to provide top-notch service. But then they miss out on the most simple opportunities to please customers/clients and prospective new business partners.
I have always tried to respond to requests and inquiries the same day. You would be shocked how slow some companies respond. In fact, I get a lot of new business from companies who are tired of being ignored and for slow service. I have heard from companies that many companies actually can take up to two weeks to make a simple text edit. We at RooSites many times respond within minutes. I don’t put things off, and it makes clients happy. This seems so elementary, right? Yes it does, and that is why I say responsive is the keyword you need to remember.
I recently had an inquiry from company looking for a specific service. I wrote to a guy I did business with many years ago to see if he be interested as he was perfect for the job. Unfortunately I didn’t hear back for days. I also left a voicemail and I texted him. It is beyond me why somebody looking to give you business would be ignored. These are the same people that complain to you how tough it is in business these days. I always find it intriguing that people aren’t responsive yet whine about a a lack of business.
Now this works both ways. Sometimes I’ll get a question from a prospective customer and reply right away. Sometimes I won’t hear back at all, even when I follow up. This too is not OK as this leaves a bad taste in someone’s mouth and they’ll probably never hire you or refer you, which is so important in today’s business world.
I had a former colleague tell me that they thought I replied too quickly and I set a bar too high, and people would always expect such great service.
It is funny, when companies leave me which doesn’t happen too often thankfully they’re always expecting a new provider to give the same service.
I recently had a nonprofit decide move to a provider offering cheaper hosting and support services. They were just trying to save money and went with the cheapest possible hosting solution. I won’t name the company, but you know the one; They put 50,000 sites on the server and then people wonder why the performance is terrible and it crashes all the time. Well within three days of transferring, I went to the site to make sure it was up and running and what do you know, it had crashed. White screen of death. Now as it was a WordPress site, I know exactly what happened. Updates came in and they made them without backing up the site and it crashed. Now with my hosting solution, I back up every single day so even if this happens I can get the site back up and running within 30 seconds. As it has now been over five days, I know they’re having trouble. Sad, but cheap does not always equate to good! They do a good job of covering how price isn’t always the best deal in the Forbes Magazine article When The Lowest Price Is Not The Best Deal.
I would just like to reiterate that it can be very simple to please customers/clients. Respond quickly, NEVER ignore inquiries. When asked for your support, put yourself in the shoes of your customer, get the work down. This will help your company grow and succeed. Everyone likes to recommend companies that provide good service. Be That Company!!
I recently had a friend connect with me on LinkedIn. I hadn’t talked to this person in quite a few years and naturally (as I tend to do) took a peek at his companies’ website. I won’t say what his organization does, as that will give it away and I don’t want to hurt anyone’s feelings, but I will tell you I was shocked at what I found.
While I can’t point to the URL, I will tell you what I discovered and how this may apply to you and your business. We will examine Design, Content & Security.
Their website looks like something we were building in the mid to late 90s, or as I like to say the early days of the web. The amazing thing is that this organization serves tens of thousands of members and is collecting huge fees (which isn’t going to their technology 😉 ).
The website was not responsively designed, and therefore looks terrible on mobile devices and even pads. The website screamed, I don’t care what anyone thinks, and I don’t even care if anyone uses this site. It was a disgrace and so out of date from a technology standpoint, using outdated platform like cold fusion. (who knew that was still around…)
As with most sites built in the 90s, it is very boxy with gradients and a logo which is using beveling, a drop shadow, a glow and other outdated design elements. The site is easy to navigate with a simple main menu, which most time would be a real benefit. Unfortunately as most of the content is out of date you just easily navigate to outdated and in many cases irrelevant information. The biggest design no no is the fact that a site doesn’t function on mobile devices. This is a disgrace in 2020.
From a content standpoint, most information was 5+ years old, though they had a few new links to articles. I took a look at their photo gallery they had photos from 2007 – 2010 which shows you they aren’t adding too many pictures. Their video gallery was just as bad with the latest videos being from 2013. Their call to action it’s a video to entice you to join which dates back to 2011!! So from a content, and SEO standpoint, the site fails miserably.
Although this site has people sign up on it, the site is not secure and pages are not encrypted. This of course is a real no-no in 2020. But this site seems to not only have an outdated design, they seem to be using security measures from the 90s, basically none at all!
This site is terrible, and has a look and feel from the 90s. I don’t think anyone viewing the site would argue my point. The saddest part is it wouldn’t take very much to get this website in shape. You could do a redesign and throw the content into a content management system with a stylish, responsive theme. I would review and remove outdated content and advise they get onto a schedule of adding more current, relevant information to their website.
If you look at your website and it looks terribly out of date and at very least it isn’t mobile friendly, it is time for you to make a change, quickly! Well over 50% of the people visiting your website will be on mobile devices, so if your site is a mobile friendly you will lose them, and lose them fast. The same goes with your content. If you have content that is old and stale, you have a problem. If someone comes to your site and see this, chances are they think that either of you are out of business or you’re just not very good at what you do. Outdated content shows a severe lack of pride. Remember: Your website is your window to the world and outdated site says to people, you don’t care if they look inside.