Answer the Question They Are Asking

At SiteCrafting, we get hundreds of questions every day from clients. People's worries range from "how do I set up email?", to "how do I understand Google Analytics?" to "how can our website be used to grow our business?". One of the biggest mistakes we can make is to dismiss these questions and not look to the deeper meaning.  I'd like you to watch the short video below (maybe more than once) and then figure out how WE can collectively answer the real questions people are asking more effectively. It has poor video/audio quality, but the message is not.

The key point here is not "What time does the 3:00 parade start?" The question(s) they are really asking are - "How does this affect me?" "What do you recommend that I do?" If we look at the questions above in this light, our answers will undoubtedly be more thorough, more personal, more in-line with the "Trusted Guide" we are striving to be.

The Ps Have It

When asked what kind of company we wanted to have, I would often say, "I want to run into my clients at Safeway and not have to hide behind the oranges" I wanted a partnership between SiteCrafting and the client built on mutual respect. A relationship where both sides were genuinely appreciative of the partnership. 

We have a lot of words around partnership - included are words like communication, collaboration, and respect, but I think the three P's below add up to the "Capital P" in Partnership

People

Do we have the right team on the bus? Are we a group of doers or just empty words? I also have told potential clients and existing clients that "SiteCrafting is the team you want with you during a knife fight". What does that even mean?

It means we stand by our word, our friends, and our partners. We don't run and we don't make excuses. When we are wrong, we admit it and we don't gloat in being right. 

A company is only as good as its people. 

Performance

"SiteCrafting does what it says it will do, every time." - Les Johnson North Coast Electric

The right people means that we don't take the easy way. Each of us work together to keep each other accountable and firmly pointed toward the goal. Our new brand book reminds us that we don't settle - "good enough" is never, ever good enough. 

Products

Do we have a set of solutions that will make the world, or at least the web world a better place for our clients. Absolutely. We have some of the most powerful tools, best designs, and forward thinking solutions around. Customers love the ease of use, thoughtful process, and one stop shop for hosting, development and design. 

Each of these Ps make up the legs of a stool, without one, it all falls apart. I am convinced that if we take the extra time to treat our partners in the way we'd expect to be treated by our service providers the final P - Profitability will take care of itself.