You are without a piece of paper … or the stories of our facaps with customers when developing websites

You are without a piece of paper … or the stories of our facaps with customers when developing websites

Raise your hands, those who have never mowed in their lives. Forest of hands. Exactly. Each of us has done something wrong at least once, including us and the agency: wrong contract, work with a prehistoric book, miscalculations… and this is only a small part. Therefore, we are not ashamed to talk about it openly. Read more about each facap inside.

Greeting! Dmytro Shestakov and my colleague Anastasia Malenok are on the phone. We will talk about what they usually try to hide in the farthest box… about facaps.

How wonderful that we are not on Instagram, otherwise we would have to tell about how a team of 25 people drank smoothies at 5 in the morning, ran 10 km and developed the most successful sites in the universe!

Instead, we will tell you what problems we face on projects and how we get out of it. Don’t trust any swamp, only experience.

Facap number one time. Bureaucracy vs. Free creators or leadership as an example to confirm the phrase “without a piece of paper you…”

We have a project on metal rolling. The customer is tough, the tasks are interesting. Let’s get to work and be happy.

Happiness was fleeting.

The sales manager drew up the contract and its annex. He was so impressed with the deal that he forgot to include a programmer in the development of the site. Accordingly, neither money nor hours were invested in it.

A programmer it’s not khukhry-mukhry. He wants bread not only with oil, but also with sausage.

Fortunately, we have a full-time programmer of the SEO department (spoiler, the SEO department not only adjusts ads well, but also sharpens knives).

All efforts are devoted to the implementation of the project. Scheduled tasks are pushed aside and begin to burn.

Have you ever seen a planning board where all the tasks are red? Yes, we are. And we do not plan to repeat this again.

Thanks to this experience, we completely rebuilt the document flow and calculated the following points:

Before that, he communicates with the development department; specifies the customer’s requirements; answers all the necessary questions.

Only he knows how many hours and money the task will require; how to implement the functionality; where and which button leads … all this is described in detail in the technical task for specialists and the application for customers.

At this meeting, the manager presents the contract in detail; pays attention to those moments that are not done.

Spoiler: the manager checks to see if the customer has reneged on the contract (remember how you usually do this).

“It’s all in the details” or how to make a catalog of 5,000 items from the pantry?

Do you love writing detailed TK as much as we do? Now so…

Who would have thought that in the digitalized 21st century, a customer would store his catalog in a “pantry”? So we are gone. And in fact it turned out to be in vain.

And after we asked for a catalog for the preparation of content on a project in the field of pipelines and shut-off valves – we even believed in the end of the world.

Come– we heard.

The 200 hours of the content manager smoothly turned into 600, and not only him, but also the content manager, project manager, content manager of the SEO department, business assistant, etc.

And yet we passed the project. In time. Unfortunately, not in the budget.

Only after such a situation did we review the process of setting up applications and TK.

No more vague wording. We prescribe each job in terms of appearance and hours. All additional “wishes” are issued with a new document and paid for with a new invoice.

Yes, at first they went into the negative, but they took some pluses out of it:

  • for the customer – the expected result of specific works;

  • for us – the absence of different interpretations and unforeseen revisions.

Development and SEO are like two Twix sticks

Sitecraft is a full-cycle agency. Each product goes through all stages of preparation and testing before the world sees it. But this is not always the case.

Somehow in the cold winter season a customer from the sale of rolled metal came to us. He asked to make a good website. Who are we to refuse this?

We clarified whether they plan to promote SEO and received a negative answer. Okay, the SEO specialist will not be involved, let’s go for a walk.

We have developed structure, user-friendly design, conversion elements; downloaded the catalog; tested and successfully commissioned.

Within a few weeks, this customer turned to us for SEO promotion.

We were surprised, happy and… depressed.

In the process of analysis, the SEO specialist found out that it is necessary to make the n-th number of improvements that were taken into account at the development stage.

Okay, never be surprised. They worked.

Everyone makes mistakes. Unlike others, we learn from this. That’s why we now have a check list that every site goes through from now on.

check sheet

Product or process: How have we learned to clarify business requirements before co-operation?

Yes, we have many cones on this matter. Therefore, let’s talk about two examples:

Application for uniqueness

We have a customer in the metal rolling niche. The tasks are familiar and understandable.

We know which site will give the most conversion among the target audience and, accordingly, bring profit.

The company wanted to stand out from its competitors. Well, the owner is Mr. The only problem is that the task was to improve the design.

We tried to convey that his CA is interested in the ease of use of the site, the convenience of creating an application and the speed of its processing.

– No, we need something unique and beautiful! Banners, animations, transitions, what happens there?

In conclusion:

Then we came to the understanding that mutual understanding of the business goal is the primary basis of cooperation.

First of all, first of all site,
and sellers, sellers

We had a customer for ship steel and rolled metal. We took up the development of the site.

A huge number of positions (which are not there, but tomorrow will be).

An amazing project that made it possible to earn a lot.

The problem was that due to the lack of product positions and an excess of leads, there was confusion.

The sales department was not ready for such an influx … you need to count quickly, react quickly, sell quickly … what is not there.

Accordingly, the conversion from leads to sales did not increase and aggravated the situation. We could not build a business process inside the customer’s company, we had to stop the context.

Could the situation have been prevented? So.

At the negotiation stage, we had to clarify what the customer should expect; clarify priority positions that are available. But the matter is done.

It taught us not only to ask the question “What do you want?” and “Why do you want it?”. They became the basis of the nascent product approach in the agency.

Everyone makes mistakes, and those who don’t make mistakes just hide it well.

We are used to being open: with colleagues, with customers, with readers.

We want to believe that someone will learn from our mistakes.

Share in the comments what facaps happened to you, how they were solved and what you learned in the future?

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