Angry man shouting through the handset of a traditional phone.

ROI Focused Websites Part 3: The Trouble with Web Developers - 5 Pain Points most clients need resolved

14 Jan 2019

Barry Fisher - Technical Director

Written by
Barry Fisher
Technical Director

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Did you know?

Pivale used to be known as Real Life Digital, and before that Real Life Design. This article contains references to Real Life Digital or Real Life Design which are names we traded as before becoming Pivale . You can read more about our rebrand here.

It’s a sad but true fact that far too many new customers come to us because they have thrown significant time and money at a project which, for various reasons, their chosen developer has failed them.

Frustrated, behind schedule and out of pocket, they have been sent in our direction and we set about unpicking the damage, understanding their needs and delivering a fit for purpose solution.

Often, there are five common pain points that these clients share.

5 Pain Points most clients need resolved

1. Lack of a proactive developer

There’s a very good reason why you engage a professional to help you. It’s because you need a level of expertise that you are unable to resource from within your business.

However, far too often, we hear about developers who blindly do what the client asks them to do without taking the time to understand the drivers behind the request. The problem with this is that unless they get under the surface of their client’s requirements, how can they understand how the website contributes to the wider aims of the business and what it needs to do now – and in the future – to help you achieve your business goals.

2. Inconsistent approach

Web development is a creative process but that doesn’t mean there shouldn’t be processes in place too. A common complaint we hear is that, depending who they talk to they get a different answer about the project’s progress. Similarly, if staff turnover is a factor in the agency you choose, you need to consider how that will impact on your project.

In this article about picking Winning Web Design Team I talk about why consistency matters.

Without stifling creativity, the Pivale team have a clear process that is applied to projects. This ensures that the potential problems mentioned above don’t happen to you when you work with us!

3. Loss of control / poor communications

The previous point is a convenient segue into the broader issue of project control and communication. Stereotypes suggest that web developers are either techy geeks or arty creatives both with a startling inability to communicate effectively with their clients.

Sadly, that stereotype exists for a reason and we frequently hear that clients have felt a loss of control over their projects or that they’ve simply had no meaningful communication from their developer.

Whilst your developer may be the expert resource on your website project, clear communication and project controls are vital in order for your project to succeed.

4. Ongoing Maintenance

The project is complete, the website has launched and you’ve paid your invoice.

A little while later it becomes apparent that there are problems with the website. Some of the functionality isn’t working as you thought it would. Or perhaps you are getting reports of high levels of downtime.

It’s not unusual to go back to the company who built your site and discover that ad-hoc or ongoing maintenance is not something they offer. Or if they do, it comes with a hefty price tag. This can leave you in a sticky situation with a malfunctioning website that is potentially damaging to your reputation, that can’t be fixed within your budget.

Resolving this can be costly so checking the after-care options would be highly recommended.

5. No service level agreement

Even those who have been wise enough to consider the after-care arrangements can come unstuck if there’s not service level agreement in place. Without this, client’s find themselves at the mercy of their provider when repairs or updates are needed. Often the only way to secure a prompt service is to pay extra for it!

Now for the good news

It’s not all doom and gloom, because it doesn’t have to be like this!

The Pivale ethos has always been about solving your web-based problems in the most down-to-earth and effective manner possible. We achieve this by eliminating the time-consuming project management layer often used by large creative agencies.

Clients tell us that we have found a formula that works for them and which means that they like working with us.

Our clients speak directly with our creative and technical team, leading to quicker turnaround times. Efficient and direct communication makes our clients lives as simple as possible when they work with us.

The Pivale team work across disciplines, are fluent in project management and are great communicators.

Even today, that is quite a unique offering in our industry.

Barry Fisher - Director

Get in touch about your project

Give us a call or send us an email to talk through your project

telephone+44 (0) 203 743 0887

emailbarry.fisher@pivale.co

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