We recently said goodbye to one of our longtime clients. They said they could not afford our services any longer, but really appreciated all the work we had done in the past, and would look forward to working with Bullsprig in the future, once the economy picked-up.
Looking back at our relationship, one thing kept eating away at me. You see, they decided to go with another marketing service provider (yes, one that was cheaper). That’s fine and good--we get, it every penny counts--except this other company isn’t providing a better service (in my opinion). So why would they bail on us?
The answer is plain and simple: lack of communication. On our part. Period. Our mistake, we will learn from it.
Our goal as a web design agency is to have all of our clients trust us and keep the communication lines open. It’s important that we deliver the very best service at a reasonable price. We want our clients to rave about our services and the results we deliver... recommend us to colleagues and friends.
I think it gets back to trust. Inspiring trust is a critical component to business, especially a service business like website design and development. I am a believer now that trust comes from communication. People will not recognize Bullsprig as a leader unless they trust us. People need to be convinced that we know what we’re doing and that we can deliver.
Recently, we have started having weekly conversations with our clients. These conversations are generally not long and take place over the phone. But, what we’ve noticed with these conversations, is that our clients are coming to us for more and more services. They are asking us more questions, keeping the conversation going.
These conversations have also given us an opportunity to talk about all the other services we provide, in addition to web design and development.
With the ever-changing economy and strains on your business, we need to know where you stand today. What your current business goals are (they change frequently), and how we can deliver ROI. What are your key business indicators? How can we leverage your website and online marketing initiatives to achieve these goals?
Our services should ALWAYS help you move your business forward and be worth the investment; otherwise, it is time to talk and revisit goals and deliverables.