really, really nice plan

It is important to us that you are aware and comfortable up-front with our communication processes and methodology. 

The first steps of setting up a web site or communication system for a business can be a confusing process with lots of new stuff to deal with.  We like to manage most of this for you so you don't need to "sweat the small stuff", but we want you to be in control, and feel like you are.

First Contact: Don't be shy

Getting in touch with us is easy.  You can do so initially by phone, web or email.  The details and methods are right there on our contact page.  From the start, you will be assigned a consultant who will be with you right through your project and onwards.

By Phone

We are a little uneasy about it, because we like the personal touch, but it is important that you are aware that we do not employ a receptionist.  At this point in time, that would be a waste of money - both ours and yours.  Having said that, we try to answer your call when we can, but sometimes our consultants are busy working with other people, just like yourself, and prefer not to be interrupted.  The upshot of this of is that you will receive the same undivided attention when it is your turn.

If we cannot take your call, you will be given the option of leaving just a number so that we can call you right back, or to leave a recorded message.  Either of these are actually sent directly to a consultant via email and text message, so you can be assured that they will truly get back to you as soon as possible.  You may be suprised at how quickly they do.

From the very first time you call your number is noted, so from then on, assuming you call from the same number, you will always be put through directly to your assigned consultant or their voicemail.  No menu-mazes to get through.

Other methods

If you contact us via email or the web, you can choose how we get back to you.  Whichever way you choose, we will get back to you very soon, and we will continue to communicate with you in whichever way you feel comfortable.  We have built entire web sites via only email and instant messaging, and others without electronic communication at all.

Consultation: Your needs come first

Once we start talking with you, we are going to try our darndest to get to know you and your business.  We like to get inside your head and to understand thouroughly what you wish to achieve and how you plan to get there.

The best way of doing this is to meet you.  Face to face in a coffee house, your premises, or a business center if circumstances allow, or via phone, a series of emails, instant messaging or text messaging.  Whatever works best for you, but we will be persistant.

We believe that unless we understand your goals completely, then we will fail to deliver the best solution for your needs.

Once we think we have gathered enough information, then we prepare a brief report of our recommendations for building and marketing your project, from the beginning to the very end.  We then throw you a ballbark figure and begin working with you to shape and mould an end solution to fit your budget.  Remember this - it is our commitment to provide you with the best solution your money can buy, no matter what your budget.

Did we mention that up to this point we don't charge you a cent?  Nada!

Oh, and if you are concerned about keeping your special ideas a secret, then we are more than happy to sign a non-disclosure agreement.  We have one ready to sign, if you don't.

Phase 2: The plan

Once you are settled on a rough budget, then we get to work on the nitty gritty.  It is important that you take ownership of the project plan to ensure that you get exactly what you want.  After we have given you the ballpark above, you should be equipped enough to draw up some of your own plans with an idea of what your dreaming will cost you.

Of course, we can also prepare these plans on your behalf, if your budget allows.  And if you really want a hands off approach, we can go on to build the project based on only the project brief and what is in our heads - but you'd need to be prepared to be flexible with the results.

Contributions from you and us up to this point are put together into what we call the 'Online Project Development Plan'.  This is the basis for your project, and with it we will give you a firm quotation.  You sign it, and a simple agreement, and away we go!

Phase 3: Design

We believe in simple, clean design that is created specifically for the web and targeted towards your audience.  But our tastes may not be the same as yours, so our design process is highly interactive with plenty of to-and-fro.

We allow plenty of opportunity for you to choose and decide along the way.  Because one step is built apon another, we ask you at points through the design (which continues through the entire build) to unofficially 'sign-off' on various stages along the way.  You need to be aware of the importance of this, as it is sometimes not simple to take a backwards step, and it may end up costing you.

The design process generally follows:

Note that unless you have asked us to draw up some plans earlier, this is the first point that we will ask you for money.  It will be either the value of the work done to this point, or a minimum of 25% of the total quote.  Not only does it seal the deal, but it also serves as a sign of approval of the work up to this point.

It also gives our team motivation to make sure you are 100% happy with the results.

Phase 4: Build it baby

We can't be specific here, because that depends on what we are building for you.  But generally, we write lot's of code that we are really good at understanding and writing, but would bewilder most.  Most importantly, out pops a top-notch, built to order web site or [insert solution here], utilising the latest in tech-wizardry to get the best results for you.

Phase 5: Get it right (testing & correcting)

Generally it is more cost effective for you to arrange staff, friends and family to give the project a real good test run.  While we are very, very careful to test our work as we build, it is not cost effective for you to have us test every possible scenario.  It's unfortunate that we have to admit this, but we aren't perfect, and there will most likely be bugs in your project.  This is true with any developer.  The good news is however that unlike some, we are secure enough to take the criticism, and proactive in discovering and correcting issues rather than trying to cover them up, which serves only to cause more problems in the long run.

We do not move on from here unless you are completely happy and are comfortable in going live.  We will correct every bug that is discovered, and at no extra charge.

Phase 6: Into the wild (release & marketing)

Please note that we usually expect payment in full prior to going live.  Let's be upfront - we are not a 'virtual' finance agency, and we ask for your sake that you do not enter into an agreement on the hopes that you will make enough money in the first weeks to pay for it.  It is our experience that clients with this attitude do not succeed in their goals because of the financial pressure it creates.

We say this because during the first few weeks of your site being live, it is important to think about other things, such as building links, placing ads, and creating a community... Steps that we want to and are well equipped to help you with.

At some point after release, we will want to sit down with you again for another consult, to debrief and discuss how the outcomes are working for you.

And for 6 months we will continue to monitor your project and correct any issues as they occur - free of charge, and probably before anyone else notices them.

The onward journey

We prefer to think of all of our projects as living entities - they are built to continually grow organically, as long as they receive the right amount of attention and resource.  If you will allow us to, we prefer to keep in touch and share ideas with you as you move on towards your goals.

So. back to the first step.  Go on, contact us!