Think of me as a friend who looks after your website
Stick the kettle on, I'll be round in ten
Scheduled, overly formal communication can form a barrier between me and my clients.
I don't want to pencil you in for meetings or conference with you at a time organised a week in advance. Dispense with that, ring me for a chat anytime. If we can't sort something out on the phone, I'll pop round on my motorbike. I take mine with milk and one sugar.
I take your satisfaction seriously, and I'm not just saying that
I won't be happy until you're happy. I'm dedicated to addressing any concerns you have and if it's not right, I'm not afraid of a lot of work to fix it.
To prevent a project getting too far off track I carefully advance through a published set of stages - 'The Process'. There are multiple points to evaluate and choose what you like before we move on. Once we've settled on a final design, I'll need you to sign-off on it before I crack on and build it.
If in rare circumstances anything goes wrong that's my fault, I promise to be completely upfront about my error and will immediately go about correcting the matter - volunteering as much overtime as I can offer to avoid the project getting behind schedule.
Picky, pedantic perfection
Mistakes such as spelling errors, typos and poor grammar just aren't acceptable in a professional website. Even though a website is instantly editable at all times of the day and it's easy to fix mistakes, they should never make it to public view.
I believe a website shouldn't be treated any less carefully than a printed brochure or any other piece of business literature. I use a detailed programme of "pre-flight checks" and validation steps that I run everything through which involves not only automatic error-flagging but plenty of good old-fashioned 'reading-through' too.
