Laura Writes – Case Study

There are times when mistakes are made in business – human error, technological error, communication problems. Sometimes, not everything goes to plan and a customer becomes upset or irritated. But that doesn’t mean that we cannot make amends and learn from what happens.?“It’s not what happens that counts, it’s how you react.” – Bruce Lee.?When an unhappy customer reaches out, the best thing to do is communicate with your customer and find a way to move forward.?

Laura Allen?experienced some issues during the process of her website build. But following conversations with both Jon and Brian, these problems were identified and discussed. So, in this case study, we will talk you through Laura’s journey – problems and all.?

Laura is a content and copywriter and had previously created her own WordPress website. It had served its purpose in the beginning, but as Laura’s business grew and it became clear which direction she was headed, she realised that she did not have the time or the knowledge to dedicate to her website. So, Laura enlisted the help of The Web Guys.?

Laura had come across The Web Guys through her part-time work at a marketing agency. So she reached out to Brian to find out more. Having previously been quoted ￡5000 for a simple website, Laura was looking for something more affordable – but with the same high-quality finish – The Web Guys offer exactly that.?

Initially, Laura found the process really easy to follow. The Zoom calls with Jon really helped Laura to shape her thoughts and bring her website vision to life. Laura also really liked the fact that she could send her website copy directly to the designer, in one document, for them to work through.?

During the process, there were times that Laura became frustrated with the progress. Working in marketing herself, providing copy and content for websites on a regular basis. Laura felt that there were times when important things were missed and attention to detail was overlooked. Laura became frustrated with the progress of her website and felt that she was chasing to see the next draft. So, after raising her concerns and speaking with Jon, he took over and the build progressed much quicker from there.?

Laura had one major issue, during the new website build. During the transfer of blog posts from her old website to the new one, some content did not successfully transfer. Laura could only see a few of her blog posts, but assumed that the others were in the background, ready to be uploaded when the website build was complete. However, these blog posts were no longer there and the content had been lost.?

As soon as Brian found out about the issues that Laura had experienced, he arranged a call with her to discuss the problems. He followed up with Laura to ensure that the issues were rectified. Laura said, “Both my calls with Jon have been great and the phone call I received from Brian when he heard I had some issues was brilliant too. I love the fact that you create graphics announcing the launch of your clients’ new sites, which we can use on our own personal channels. I cannot fault your customer service.”

Following their conversation, Laura agreed to participate in the case study for our website. Although we always strive to give our customers the best possible customer experience, sometimes there are issues that arise. However, we believe it is how you deal with those issues that matters.?

Laura is happy with her finished website, it functions well, has all of the little quirks that she wanted and is attractive. She has already had her first organic query through the website too!?

Despite some of the problems faced during the course of the website build, Laura is happy with her website, the customer service and believes her website is doing a great job. Laura has no intentions of moving away from The Web Guys any time soon.?

We hope that you got value from our blog post to help with your business. If you are looking to create a new website or your current site need updating then contact our director of business development Gary on?[email protected]?to take your online presence to the next level.

If you need help and assistance with a brand new website, then why not?schedule a 1-2-1 chat?with our Web Guy Jon? He can talk you through all the ways you can make your website work.

We can help you to create a top-quality website that you can use to sell your products or services – we will help you to get your website up and running and advise you on how to really make the most of your website >>>?Get started today.