Friday, 23 April 2010

Customer Service Golden Rules

More & more I am winning clients because other web designers have 'let them down'. I have heard stories of clients being stood up, advised that the agreed mock up was impossible to build & web designers going AWOL... 


Coming from the client side I know what my expectations were of agencies & their account management practices... quite simply their attitude towards customer service could make or break a competitive pitch.

SO I thought I would voice my Customer Service Golden Rules:

  1. Do what you say you will do... it is that simple
  2. Listen to the client – it doesn’t hurt to clarify objectives to make sure you are on the same page.
  3. Be honest... don’t try and create sub standard work that is outside of your remit just for a quick & dirty buck!
  4. COMMUNICATE. By this I mean, ask questions, give progress updates... an unexpected courtesy call goes a long way.
  5. Dont use jargon!
I found this quote:
“To my customer: I may not have the answer, but I'll find it. I may not have the time, but I'll make it. I may not be the biggest, but I'll be the most committed to your success.”
So, rant over. I feel better now!

Does anyone have any customer service gems that they can share?

Tuesday, 9 March 2010

The 4th The 5th

I am excited to be developing a brand new website for up and coming indie/folk rock/acoustic band 'The 4th the 5th' who have just been confirmed to play guildfest this year.

If you want to have a listen please visit: COMING SOON!

Saturday, 20 February 2010

CHECK MY Pension

I recently compiled a Corporate Identity document for CHECK MY Pension; then acted as a creative consultant throughout their website build which was completed internally.

Clarifying the look of all communications from the logo, to font, colours & image styles really helped to guide the development of their new site.

I highly recommend setting yourself some simple design rules/guidelines before embarking on any new business. This will ensure that over time clients/customers won’t even need to see your logo - they should instinctively know it is you from the look & feel of the message.



I have been happily copywriting for an online fashion store specialising in Australian footwear (EMU, Holster & Souls brands). Focusing on brand overviews & then writing concise ordering, delivery & returns processes.

The website is still being constructed but as soon as it is live I will post a link to the site - Big brands, little prices.

Tuesday, 16 February 2010

The Harmony Room

The Harmony room site is now live.
For holistic therapies in the Frome, Somerset area please visit

Sunday, 31 January 2010

Busy Bee

The Topiary Salon website is now live! Take a look

I have been working on the first e-newsletter for Blue Iris Films, this will be sent out to their mailing list in the next few days. Visit

I have recently pitched to put together a Corporate Identity & Brand Guidelines document for a financial advice company... watch this space!

I am waiting for the OK on an SEO campaign proposal for the Pensarn Hall Website...I have found the most helpful software for monitoring SEO success through Google/Yahoo rankings in relation to specified keywords.. take a look at: Advanced Web Ranking.

AND FINALLY... UK2 web host provider = nightmare!

Wednesday, 13 January 2010


Downloading high-res images couldn't be easier. Typeface Creative often requires images whether for use on a website or brochure, Dreamstime offers fantastically high quality images at a great price. I am yet to be disappointed; just search what you are looking for & be prepared to scroll through pages of options!