choosing the right partner for your website project
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CHOOSING THE RIGHTPARTNER FOR YOUR
WEBSITE PROJECT
• Cutting Corners May Lead to Costly Mistakes
• What Type of Web Developer Is Right for Your
Business?
• Things every Company Must Do Before
Hiring a Web Developer
ROI = RESULTS ON INTERNET
Andrew Kucheriavy
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
Choosing the Right Partner
A successful website can literally turn your business around. It can help
boost sales, build awareness, enhance customer experience, reduce costs,
improve workow, and grow your business beyond your wildest dreamsand expectations. On the other hand, a poorly designed website can cost
your company more than your initial investment. It can cost you your job
or lead to your business’s failure.
No one person can successfully achieve all aspects of planning, design,
development and maintenance of a modern business website. Having a
reliable and experienced web development company by your side is critical
to the success of your business. You want someone who is experienced,
dependable and vested in your success. You want a reliable partner who
will work hard as an extension of your team.
Finding the right company to build and manage a successful business
website may not be easy, but if you invest the time and follow the advice
laid out in Results On Internet, the eorts and research you employ
initially will save you from headaches, disappointments and nanciallosses down the road.
Cutting Corners May Lead to Costly Mistakes
A web development company is one of the most important vendors you
will ever hire for your business. Selecting the wrong web developer isan expensive, time-consuming and sometimes irreparable mistake.
Businesses often underestimate the potential consequences of choosing
the wrong web development partner. Worse, many settle for mediocre
results. Consider this example:
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
Meet John and Jen. They work in the same industry and in similarly sized
companies. They were each responsible for their respective company’s
website. A year ago, it became clear to the business management of both
companies that their websites were underperforming and were ineective
in generating leads and in converting visitors into customers. John and Jen
were each tasked with having their websites redesigned.
After six months, Jen’s new website had generated $500K in additional
sales, where John’s had generated an extra $10K. The dierence in their
website-generated sales was due to the sales and marketing performance
of the websites. Remember, Jen took the time and eort to select the right
web developer and worked hard with them to design an eective website
that targeted John’s ideal customer base. John used a hands-o approach,
deferring completely to his sub-standard web developer, who gave him
a generic, template-based website, which ultimately did not deliver
expected results.
Jen took the time and followed the
steps fully explained in this book
to hire the best web developer
her company could aord. After
creating a comprehensive plan,
Jen’s company retained a webdeveloper for $100K and worked
closely with the team to build
and market a website that was
specically designed to increase
the company’s sales within six
months following its launch.
John took a dierent approach.
Without doing his homework, he
quickly looked at a couple of rms
and selected a developer who
oered a “simpler” solution at the
lowest price of $10K. John thoughtthe web developer he selected
was adequate to achieve expected
results.
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
At rst glance, after spending $10K for the website it might appear that
John broke even. In reality, John’s company suered a signicant loss.
When Jon’s lost sales are brought into the calculation and the cost of
redesign by a better website developer, the actual loss is clear in the
analysis below:
At this point Jen is enjoying a $400K return on investment, where John’s
haste has cost her company $140K. The dierence in their bottom lines is
a staggering $1 million. Beyond the monetary loss, John has realized an
irretrievable loss of time, reputation, his company’s stunted growth, and
countless lost business opportunities.
Jen John
Initial Investment (Cost) ($100,000) ($10,000)
Website-Generated Sales (Gross Revenue) $500,000 $10,000
Return on Investment (ROI) $400,000 $0
Cost of John's Lost Opportunity ($490,000)
Cost of John’s New Website Upgrade ($100,000)
Net Profit (Loss) $400,000 ($590,000)
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
What Type of Web Developer Is Right for Your Business?
Throughout the book I will be referring to your website partner
as a “web developer”. While terms “web developer” and “web
designer” are often used interchangeably, there is a subtlebut important dierence between these roles. Web designers
traditionally focus on the design and visual aspects of the
website, where web developers also focus on the underlying
technology in addition to web design. Often web designers come
to web developers to help turn their vision into a technical
reality. Since most websites today are complex systems that
require a great deal of technical skill, I prefer the term “web
developer” as a more encompassing description of the right
vendor for your website.
Before you start your search for a web developer, it is important that you
understand the fundamental dierences among types of rms. If you
don’t understand how web developers are designed to operate, you risk
hiring a rm that is not compatible with your project’s needs. If you hire
the wrong web developer, the company will not meet your expectations,and you will incur additional overhead — bridging gaps in qualications
and communication.
It is important to understand that there is no right or wrong web
developer style or type. Your decision in selecting a company should
be based on a number of factors, including the skill set and capabilities
your business requires to reach its objectives, budget, and compatibility
between the main contact of this rm and your project manager.
Let’s compare types of web developers so that you can determine which
one is the best match for your project:
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
Freelancers vs. Full-Service Agencies
Building a world-class website requires a team of experts with many
areas of expertise. One person simply cannot do it all (or cannot excel
in all areas). Why? Here is an example. Would you hire just one person
to build an entire house for you from the ground up: obtaining permits,architectural design, foundation, plumbing, electrical, roong, painting
and decorating? Can you imagine the nished home at the hand of one
individual attempting to fulll all these elements of construction?
A world-class website, the kind of website that can actually
achieve your business goals, is not a one-man job. It takes a
small army of professionals, each with their specialty, workingcompatibly over an extended amount of time.
Successful business websites require business-minded project managers
who can delegate projects eectively. They work with market research
professionals who study the needs of your customers. The team often
includes copywriters, who design customer-centric messaging based on
conducted research. Usability experts create user-centric experiences.
Following this phase, art directors and designers transform these plans
into eective designs. Coders and programmers convert designs into a
functional website, which, in turn, is tested by quality assurance teams.
Driving trac to a website is the job of Search Engine Optimization (SEO)
and Social Media Optimization (SMO) specialists. System administrators
ensure the website is fully operational around the clock, and account
executives manage client communications. Some projects may require
additional services from photographers, illustrators, videographers, voice-over artists, post-production specialists, animators, data entry personnel,
mobile marketers, IT strategists and security experts. The list of specialists
grows depending on the complexity of the project.
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
Similar to building a house, building a world-class website requires at least
a dozen professionals, each hand picked for their expertise. Most projects
require even more skill sets and resources. While it is feasible that one
person can be functional in all of these areas, it is unlikely that this person
will be an expert in all and able to multi-task eectively and eciently.
Professionals devote their careers perfecting one skill, and when they are
placed in a team, the collective talents of these world-class skills blend
into a world-class website creation.
A classic conundrum is a company trying to improve its website
by tasking an in-house “all-around website expert,” who will be
responsible for the entire website. Let’s call him “Bob.” Bob is
tasked with all aspects of project management from inception tocompletion with little or no assistance from other sta or outside
professionals. Would you trust Bob with all the vital functions of
your business? Many businesses make this mistake.
It is wise to hire outside professionals for the expertise you
don’t have in-house, but don’t do it blindly or hastily. Ensure
clarity on courses of action in all phases of project management
and full skill sets of all parties involved, including vendors and
subcontractors.
Your website’s production is only as strong as its weakest link. If you hire
a single individual to complete your entire project, it is likely they will
have to outsource some of the tasks. If they focus strictly on cost-eective
measures and cut corners on talent and resources, the unfavorable result
will fall on your shoulders. You may nd yourself managing eorts in anindustry where you lack expertise.
Unlike freelancers, agencies are full-service strategic communication
rms that employ a range of professionals with top-notch levels of
expertise to achieve a successful website. A full-service agency should
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
capably manage all your site development needs, allowing you the time to
manage your company operations.
Working with an agency is typically more expensive. An agency has
employees and a greater overhead, so more expense is incurred, but in
doing so, you are hiring a managed and controlled team of professionalswho should deliver professional results. Because agencies typically oer
the greatest depth and range of experience in multiple disciplines, it is
well worth the investment.
There is a third course of action. You may choose to act as the project
manager of several freelancers. In this scenario, you will hire, supervise
and trouble-shoot all aspects of the process. Project Management is askill itself and requires sound communication, resource management and
technical expertise.
The bottom line: Many brilliant people possess the above-mentioned
skills, but cannot eectively create a world-class website on their
own. If you want spectacular results, you must insist on stellarqualications in all aspects of your web project. When Intechnic
was in the start-up phase, I was building websites from ground up.
I had skills in design and programming, and created websites from
inception to launch, but I quickly learned that there were subject
matter experts who were better qualied in specic areas. I started to
delegate some phases of the process in order to grow with continued
success. I had to nd and retain these experts and then manage their
eorts. As a result, our collective body of work has thrived, we have
grown exponentially, and each new endeavor produces websites that
deliver business results. The most important advice I can oer is to
acquire an experienced team, where all members possess empirically
superior skills.
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
Graphic Designers vs. Technology Firms
Have you ever heard people say they are more right-brain or left-brain
thinkers? The theory of right-brain/left-brain dominance was presented
in 1981 by Nobel Prize winner, Roger W. Sperry. His theory 1 claims that
creativity, communication and marketing tend to be right-brain activities,while technology, analytical thinking, and programming are more left-
brain functions.
Although the theory was recently debunked 2, many professionals in
the industry state that they are “more creative” or “more technical”.
The same applies to cultures within web development rms. There
are “creative” companies that specialize in design, marketing andcommunications and “technical” companies that specialize in
programming and technology implementation. This is largely due to
companies expanding their teams by hiring people who think and
perform like their leaders.
My company, Intechnic, began as a strictly “technical”
company. As we expanded, we hired right-brain thinkers to
improve our design and marketing capabilities.
Let me begin with creative companies for the following reason: with the
growth of the Internet, many design rms that traditionally specialized
in print became web designers overnight. Designing for print versus
designing for the Web are quite dierent. What looks great on paper does
not necessarily look and function well on a website. This is especially true
for websites that require interactive, advanced functionality. Becauseof their extensive experience designing for static media (paper), many
graphic designers struggle to master working with dynamic media (the
Internet). They often lack the fundamentals for creating online interfaces
1 http://www.nobelprize.org/educational/medicine/split-brain/background.html
2 http://healthcare.utah.edu/publicafairs/news/current/08-14-2013_brain_personality_traits.php
“ ”
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
and the technical skills required to create what cannot be done on paper.
For example, a website designed with the “print” ideology may appear
great on the graphic designer’s printouts but will not display well on smart
phones and tablets, and conversely, an e-commerce store might take on the
appearance of a paper catalog. You can often identify such companies by
their own websites. They focus on design and marketing and look more like
online brochures as opposed to having interactive functionality.
The dirty little industry secret is that technical work is often
outsourced to freelancers or partnering technology rms outside
their clients’ knowledge. Although a graphic design rm might
fully understand the marketing and communication aspects of a
website, behind the scenes the technical implementation may beoutsourced.
The technology-oriented companies often have the opposite problem.
These companies usually specialize in the implementation of IT
strategies, infrastructure and software development. IT companies
have strong backgrounds in technology and programming, and unlike
design companies, they are quick to incorporate the latest and greatest
technology, but they are lacking in design and marketing skills. If a website
was designed by a programmer (left-brain dominance), the website will
function awlessly but will not provide results in operational growth
or increased revenue. You can recognize such companies by their own
websites; they understand the functionality, but they don’t know how to
make the visceral or emotional connection with the visitor.
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
Technology companies also try to compensate for what they lack by
outsourcing their design and marketing work to creative rms. The
problem with this approach (and the converse as well) is that two separate
teams work on your project, and the end result is directly related to how
well these entities communicated. Unfortunately, communication is often
lost in the abyss. Sometimes right-brain and left-brain dierences are
so vast that teams don’t even understand each other, let alone produce
eectively as a cohesive team.
Consider this analogy. Imagine having an artist
(Susan) and a rocket scientist (Frank) working on
John’s new website. Jen tells the team she wants a
world-class website. There is only one problem —Susan and Frank have dierent pictures of a world-
class website. Susan is inspired by the opportunity
to create a masterpiece. She already has visuals and
contemplates styles, colors and aesthetics for a true
work of art website. Meanwhile, Frank is thinking
horsepower. His website must be powered by the
latest propulsion system — exactly what will makeit world-class in his opinion. Frank needs room for
his big engine and is annoyed by Susan’s “artsy
stu” bogging down his speed. They both want to do
a good job for John, but their visions are polarized,
and they struggle to nd common ground. Susan’s
arguments are not well received by Frank because
he insists the website should be powerful and
functional (like NASA’s rockets). Susan perceives
the visitor’s experience as joyful and aesthetically
rich (like a museum piece). Eventually Susan or
Frank will have to bridge this chasm, but, will
compromise on both sides produce a website that is
ugly or dysfunctional…or both?
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Choosing The Right Partner for Your Website Project
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Many creative and technology company partnerships do succeed. They
establish eective lines of communication and deliver eective results.
This level of communication often comes at a price, which is ultimately
transferred to you. Prepare to pay for redundancies like multiple project
managers and account executives on both sides. You will have two sets of
managers working on the same phases of production, and the challenge
of merging their work results in an additional expense because of these
duplicated eorts.
Full service agencies have left-brain/right-brain issues as well, but they
are on the same team and under the same management. They follow
the same procedures and protocols, which facilitate cost-eective
management and produces better results. In fact, that’s the whole ideaabout full-service agencies. They specialize in cohesively managing
creative and technical people under the same roof.
Local vs. Remote
The obvious benet of a local vendor is that you can meet face-to-face
with their team. Some people prefer to do business locally. It promotes a
sense of condence in the project to be able to view the on-site operation
and meet sta.
There is added benet to shopping for a vendor out of your geographical
area in that the pool of candidates is virtually limitless. There may not
be a web developer of the right caliber in your area. Do not settle for a
company because it is geographically convenient. Websites are tools that
allow your business to communicate with customers internationally.Website developers need to be specialists in communicating eectively.
They must have online systems for project management, le sharing,
customer feedback and project delivery, so close proximity to your
company is not an issue.
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Choosing The Right Partner for Your Website Project
© 1997-2015, Intechnic Corporation. All Rights Reserved
While many prefer doing business face-to-face, the savvy business owner
must make a choice based on the caliber of the developer he selects.
Peace of mind is directly proportionate to the eectiveness of the team
you select, regardless of location. My agency, for example, has experience
delivering results throughout the U.S. and internationally, with no
compromise in product or service quality.
If face-to-face communication is required, international travel is well
worth the investment of both time and money.
Out of Country and Oshore Development
If your business is in North America, hire a developer in the U.S. or
Canada. There is also great work done for U.S. rms by web developers in
the U.K. and Australia.
When working with companies overseas, consider the following
important factors: a rm in India may oer top-notch talent and a
phenomenal price for your project, but these savings may accompany
signicant risks. Cultural dierences are vast. If your target market is a
customer base in Mumbai, an Indian rm would best serve your needs.
Can a web developer in Mumbai create an experience that will cater to
customers in Boston, New York, or Chicago? Do they fully understand the
nuances of connecting with customers across cultures? The price of that
question can be the cost of missed sales opportunities. Great websites
are created by overseas companies that conform to the very letter of the
contract, but depending on the product or service, they may not make aconnection with American customers.
Another important issue often overlooked is legal protection. In the U.S.
your company’s interests are represented by the contract you sign, and
you are protected by state and federal laws. If a legal matter arises in the
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Choosing The Right Partner for Your Website Project
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business relationship, you have the option to defend your interests in
court. This may not be feasible or aordable in another country. While
there are services that oer international mediations, if litigation cannot
be avoided, favorable settlement can be challenging.
When communicating internationally, there is the inconvenience of timezones. It can mean a wait of several hours to get responses or feedback.
Finally, language barriers and cultural dierences can pose a problem
in communication and writing style. If your website developer speaks
English as a second language, it is imperative that the copy be written by
an expert writer with a full command of English grammar and sentence
structure. Stilted or awkwardly composed text clearly shows the readerthat the copywriter does not have command of the English language.
Poorly written copy (even the slightest nuance of incorrect wording)
kills the credibility of the website, and worse, may oend or mislead the
reader.
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Choosing The Right Partner for Your Website Project
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Ten Things Every Company Must Do Before Hiringa Web Developer
Listed below are solutions that address common mistakes that people
make when starting their web developer search. Identifying these pitfallsbefore embarking on your research is key to your success:
1. Research several companies. Many companies rush into hiring the
rst web developer they nd without due diligence. Sucient time
and eort must be invested in the beginning of the project to insure
against lost time and money in the end.
2. Dene clear and specic business website objectives. A businessowner needs to be fully cognizant of what is expected from the website,
or it will fail. “Building a better-designed website” is not a specic
objective. Website objectives must always be specic and measurable.
3. Create a thorough written RFP. A request for proposal (RFP) helps
you dene and outline your business objectives. It communicates
your objectives to prospective vendors and provides a benchmark forselecting the appropriate web developer. If an RFP is not in place, the
selection process may be more time-consuming and less eective.
4. Establish a full understanding of your web developer’s methods
of operation (freelancer vs. agency, creative vs. technical, local vs.
out of area). There must be a clear understanding of the variables in
web developers and details showing how these variables may aect
all aspects of the project. If clarity is lacking on this level, the resultsmay not be cost-eective and ecient, and may cause additional
recuperative overhead.
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Choosing The Right Partner for Your Website Project
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5. Retain a developer with a full range of qualications and expertise.
Building a successful business website requires a team of experts
across multiple elds. Your website is only as strong as its weakest
link. Hiring someone who lacks the proper expertise or experience
will result in either the project’s failure or additional resources and
time in reparation.
6. Invest sucient time and research in making this important decision
after fully determining all qualication criteria. Making a decision
purely on a proposal while overlooking other important factors (such
as web developer’s own website or recommendations) may result in
hiring a rm that is not the best match for your project. You should
always set your own criteria for objective evaluation and an eectivedecision making process.
7. Hire a company that has a broad range of specialties. Beware of a web
development company that specializes in just one or two industries and
builds canned and generic websites. Many such companies are “one-
trick ponies” that use templates and oer cookie-cutter solutions.
8. Ask for recommendations. How can you be sure that the experience
promised in the presentation will be the same after the contract is
signed? Your prospective web developer’s previous clients will agree
to provide references if their experience went well.
9. Get it in writing. A written contract protects both parties and helps
ensure there are no surprises or potential disasters as you embark on
this working relationship. A contract is necessary to prevent exposureto risks.
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10. Budget appropriately to your expectations. While the budget is a
major concern, it should not be the main criterion for selecting your
web developer. The old adage is true: “You get what you pay for.” Do
not make your decision solely on price, but hire the best professional
within the constraints of your budget.
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Recommended Further Readings:
How to Dene and
Communicate WebsiteRequirementshttp://resources.intechnic.com/requirements
How to Find the Best WebDeveloper for Your Websitehttp://resources.intechnic.com/search
How to Objectively EvaluateWeb Developers & WebsiteProposalshttp://resources.intechnic.com/choose
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WE ARE INTECHNICIntechnic is a full a service Web Development company oering an
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team is at the forefront of pioneering results-driven Internet business
solutions and technologies.
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For more than fteen years, Intechnic has been
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