8
Sep
2016

The Lost Art of Customer Service

by Joe LaPenna, President/CEO
Client Experience Design Topics News & Notes Website Design
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Rogue Web Developers

Is it just me, or are more people/businesses losing the art of customer service? It’s disappointing to me when more and more clients come to us feeling jaded about website developers because they’ve had a horrible experience in the past. These people have spent their hard earned money to have a website built for them and then, all of a sudden, the person they are working with goes rogue on them. This leaves me with a potential client approaching our company with a bitter taste in their mouth, a tight budget, and a very guarded disposition (and rightly so).

Delivering On a Promise

Another issue I run into regarding potential clients is that their previous developer did not deliver what they promised. How can this be? Is it laziness? Lack of understanding? Maybe the client is asking too much? I just don’t think it’s fair to leave a client hanging, especially if they have invested money up front. It really isn’t hard to pick up the phone or type a quick email to keep your client in the loop especially if you’re not meeting the deadline on a project. My goal is when clients come to Drum Creative, they feel well cared for and valued by our company no matter how big or how small their business might be.

It is my belief that “every day we start over with our clients.” It only takes one failure to lose a client, especially if you don’t shoot straight with them. Clients appreciate when I admit our failures, and I tell them what we are going to do to fix the problem if one arises. Our clients are hiring us as professionals to do what they can’t. Some clients have great marketers for their business and they just need a great design team to support their vision. Some clients don’t even know where to begin and need marketing support as well as design support.

Going The Extra Mile

In my opinion, Drum is the premier Web Design developer in Greenville, SC. We go to great lengths to listen to your goals, understand your brand, and help you build the right website for your customers. We also want to understand your budget to better meet your needs. We focus on building quality customized websites which result in a higher return on investment.

Many web developers build their websites using themes. These themes end up being filled with tons of extra code that slow down the load speed of the site and limit your options for updating the site. If you are particular about the design and functionality of your website and how it reflect your brand, a theme will definitely feel limiting. We have done a lot of research on theme development in order to become competitive in this space, and we want our clients to understand these limitations before we build a website for them. Let us our team design your next website.