I’ve Had A Bad Experience With A Web Design Agency

I’m genuinely sorry to know that. But I hope you won’t paint all web designers with the same brush. We’re not all the same. Some of us actually care – about our work, our clients, our reputation, the AFC/NFC rivalry. Important things.

If you keep an open mind, you’ll concede that the negative experience you’re referring to is just an unfortunate experience, but not enough to prevent you from trying again, right? That is, unless you just don’t care about moving your business online.

Still, I get it. There’s a natural uneasiness when people don’t know what to expect, especially in light of bad experiences.

Getting Past The Bad Stuff

Assuming that you want to be online, what would it take for you to get there? Are you waiting for the right time to research web designers on your own, or are you waiting ‘til one of them knocks on your door?

Maybe, in a step of faith and a nudge from me, take a chance and reach out to a different web designer (doesn’t have to be MapleFishWeb) and find out how they’re different. Use your negative experience as a benchmark for asking them hard questions (with kindness) and don’t be afraid to get into specifics.

One of those questions should be to request a sample of the documentation they provide when the project is complete and control of the website is handed over to the website owner (you). They may not give you anything (under the guise of revealing proprietary information) but they might also surprise you and have a template that they’re willing to share. This would be a good sign because it indicates that they want to empower their clients with ownership and the confidence to move forward when the project is complete.

To give you an idea of what’s common amongst conscientious web designers, I provide a comprehensive PDF that includes all 3rd-party account information, mandatory maintenance recommendations, tutorials from prominent (reputable) YouTube experts, and other essential information including client pricing for an optional monthly maintenance plan. Depending on the contract, there might even be a couple hours of pro bono troubleshooting. (This isn’t a promo; this is the kind of information that every website client should expect to receive after any website build.)

Ask The Right Questions

Make the effort to meet your designer before hiring them. (An online meeting is a good way to learn how savvy they are in communicating online. This is important since there should be an expectation of doing this regularly anyway.) A “Discovery Meeting” will answer Qs that you both have.

Business-Related Qs

1. How will you conduct research for my business/industry/competitors?
2. Have you worked in my industry before? (Not a deal-breaker especially if they’re confident with their answer)
3. How familiar are you with industry-related resources and how my business can incorporate them into my business model?
4. What marketing strategies will you incorporate into my website?
   Not all web designers are marketing afficionados so pay attention to this answer.
5. What’s involved in building an ecommerce site?
   (eg. inventory, taxes, checkout options, payment options, fulfillment, refunds, commerce policies, automations, in-person POS, currencies, processing fees, etc.)
6. What time zone are you in? / What is your response time with clients?

Website-Related Qs

1. How will you audit my existing website? What information can I expect to learn? Do you provide a report of the results?
2. Are you able to copy/paste existing content or do you need me to provide this?
3. If I need new content, who will write it? How will you ensure that it keeps in line with my existing writing tone?
4. How will you source images? Will they be licensed or public domain?
5. How will existing content be affected by the makeover? (Hint: you want them to tell you that the links won’t change or they’ll incorporate 301 redirect links)
6. Will my domain authority be affected? (As long as you keep the same domain URL, no)
7. How long will it take to complete my website? Can I count on that?
8. What do you need from me to start the project?
9. What access will you have to my website upon completion?

10. Will you purchase all resources for my website in my business name or your agency?
11. Will I own all content (copy, graphics, domain) upon completion?
12. What support can I expect after the project?
13. How do you ensure compliance with CPPA (Canada), ADPPA (US) and GDPR (EU)?

Personal Qs

1. Who will be my point of contact? How often will we be connecting? What are the rules of engagement?
2. Does it matter how we connect? (eg. email, phone, zoom, online management app)
3. What other services do you offer? (eg. copywriting, graphic design, SEO, paid ads, marketing consulting, video, social media, course creation, lead generation)
4. Are all of your services provided in-house or do you outsource anything
   (FYI: outsourcing will be a hidden expense to you)
5. What does your design process look like? (What does your contribution to proofing look like?)
6. Will I be able to access the development of my website live? (Live access is more common and a sign that your web designer is current with the tech)
7. Where can I view your portfolio? (Keep an open mind, they may not keep one)
8. Where can I find testimonials? / Can I speak to any of your clients?

Moving On

There really isn’t anything consoling I can say about negative experiences except to remember what went sideways and be aware of any future flags that might relate to the experience that you can prevent from reoccurring. 

Remember that not all web designers take advantage of people, and talking to another one would be helpful in differentiating them/us.