Web Design Blog : Toolkit Websites

Web Design Blog

We Hate Bad Customer Service!

We don't know about you, but the Toolkit Team hate bad customer service. There's nothing worse when you're trying to get a problem sorted. Reviewing our experiences of other companies, we've put together a list of things that really get us riled:

1. When someone doesn't give you their full attention.

Kitty, one of our project managers, hates it when you're out shopping and the shop assistants carry on their conversation whilst they serve you. How rude! In fact, she dislikes this so intensely that she's made sure we stick to our appointments system in the office to ensure our clients get our undivided attention when we call them, or they call us.

2. When you get transferred and have to explain yourself over and over to each new person on the phone.

We've all experienced being in a queue on the phone, or being passed from one department to another as no one seems to quite know how to deal with your query, but doesn't want to admit it. It's inefficient, and time consuming and boring. We've tried to work on this for our clients by being as transparent as possible. If the person who answers your call can't help you with your query directly, we'll tell you honestly, and then go and find the person who can. If they're not around, we'll make sure they know you called. In fact, that's why if you're a Toolkit Websites client, you might have noticed that we sometimes ask to put you on hold more than on calls to other clients. Our support team is probably running round the office or instant messaging your project manager to make sure they give you the most up to date information.

3. Being a number, not a name.

It's really important to Alex, our senior project manager that she gets to know the clients she's working with, because she really doesn't like it when she gets a newsletter or some direct marketing addressed to "Dear Customer" or "Dear Occupier". We get that we need to relate to you on a personal level to do a great job for your business.

So each client has their dedicated project manager like Alex to make sure there's always someone who understands your vision for your website and your business, and can keep control of the overall project.

4. Missed or delayed appointments.

Isn't it annoying when you turn up for your dentist or doctors appointment and have to wait, sometimes for hours for your slot? Or when you've waited in for a delivery and they never show up? Tristen, our Operations Manager has spent alot of time developing a system to make sure the Toolkit Websites team is always organised and on time. Our clever appointments system even emails us every morning with our calls for the day! We don't want our clients to be waiting for us.

5. Not being able to call a company

Sometimes, when you've got a query, you just want to talk to a real person. You look and look around a company website, but you just can't find a phone number and they're not getting back to your emails. It's just not on! We moved a long time ago to having a local rate number, because we actually want to hear from our clients. Some things are just easier to explain over the phone!

If you're currently working on a website, make sure you put that phone number somewhere prominent too!
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How Long Does It Take to Get Ranked by Google?

The short answer? It depends! We've seen it happen in anything from 8 weeks to 8 months. Millions and millions of new websites go live every day, and it takes the search engines along time to notice a new one!

A new website is considered unpopular, because other websites do not link to it. That is if no other website links to your new website, Google usually will not index it. They may view it every now and again, but they won't include it in search results. This makes perfect sense for two reasons:

1. If nobody except you considers your website useful enough to link to, why should it be important enough to appear in search results?
2. Due to all the spam search engines have to shift through, many new sites will not appear in listings due to a probation period which can last 6 months, a year, or even longer. The only way out is through optimisation and reputation building.

Getting Up There.
As a small business, competing in in the marketplace, you have either be more original than your competitors or spend more on marketing than they do. You need to have high quality original material on your website, and spend time building your brand online.

Find out how competitive your chosen keywords are by searching for them. If the number of results is low, with lots of hard work you should be able to get listed in a couple of months.

If it's a high number, you're going to have to work even harder. As a brand new website owner, you need to see how old your competitors websites are. If they are years old, you're going to have to work at your SEO for a few years if you want to usurp them from that top spot because search engines rate older websites as being more authoritative and rank them more highly.

If the number one slots for your keywords are large corporations, you're not going to be able to outrank them with your new website, simply because they have so much more money to spend on SEO than you. Time to think about what's unique and special about your business, and get a new set of keywords.

We've put together a guide on how you can add your chosen keywords to as many different part of your website as possible using the Toolkit, and how to choose your keywords.

Get Links
It's really important to list your site in a few quality business directories, and add your website address to listings with trade organisations. This provide clean links that link back to your website helping to build credibility with the search engines. You can find links to business directories on our support site.

It's also worth doing a search for business directories in your business area, to see if there are directories that specialise in your sector. For example, we've registered with a number of directories having searched for "web design directories".

Get RegionalAs a UK business owner, you've already got one weapon in your arsenal when it comes to getting picked up on Google. You're not a US business! It's much easier to optimise your website and get ranked for keyword phrases that include a UK location. Get a Google Local listing, and link to your website from that too. You can add your business to Google Local here

So How Long Does It Take Again?
Like we said, no one knows for sure. But if you've optimised your website, got some good links from trade organisations and business directories, and ensured you've got local keywords in your website, we'd expect to see you appearing in the listings about 8 weeks after publication.

Find out more about Toolkit Websites, Web Design in Southampton, Hampshire, UK and how they can help your business grow.

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Microsoft Telling Users to Consider Other Browsers

Here at Toolkit Websites we have always advocated using Firefox as your primary web browser. Now it seems Microsoft is joining us. Millions of Microsoft users across Europe are going to be offered a choice of browsers.

This is part of Microsoft's ongoing legal case with the European Commission in which they were accused of abusing their position as market leaders by pre-bundling Internet Explorer with their operating systems.

Users will see a message giving them a choice of browsers if they currently have IE set as their default browser.

We heartily welcome this move! As web designers, we find Internet Explorer extremely troublesome as it's not very standards compliant, and some times displays elements of websites in very odd ways. So if you see the message from Microsoft asking you if you want to switch browsers, we advise - Go for Firefox! We use Firefox here in the office, day in and day out and it's faster and less buggy than Internet Explorer. Click on the button to download it. We think you'll thank us!

Find out more about Toolkit Websites, Web Design in Southampton, Hampshire, UK and how they can help your business grow.
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