Please introduce your company and give a brief about your role within the organization.
We are a web design and digital marketing company. As a 1 year start-up, my role is everything, from speaking with prospects to figuring out why a certain web widget isn’t working the way it should.
What is the story behind starting this company?
I always wanted to be an entrepreneur and run a business a certain way.
I’ve worked with many other small and medium-sized businesses in the past and read a few books on what makes a company GREAT.
I always had a passion for helping others and being my own boss gives me more flexibility to do so.
What are your company’s business model–in house team or third party vendors/ outsourcing?
We are currently in a start-up phase, so third-party vendors and outsourcing are our way to go to price ourselves very competitively, with me being at the head to QC all outputs.
How does your company differentiate itself from the competition?
We are the next stepping stone for small and medium-sized companies that have enough traction, a steady cash flow and are ready to take it to the next level. Most of our clients don’t want to spend US$20,000 on a new website or have a large marketing budget to see what sticks. So we’re the first step for an affordable website upgrade and to get their foot wet with reliable online marketing strategies.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
eLearning for self-improvement, health professionals, and beauty salons.
Most of my clients start with 1 project and then we end up working an additional 2-3 more minimum.
Currently, 30% of our customers are repeating, and 50% are first-time projects. We’ve also had 1 dissatisfied customer where we gave a discretionary refund. That customer is still working with us on other projects.
Please share some of the services that you offer for which clients approach you the most for?
At the moment, 90% are for web design and rebranding.
The other 10% are for direct marketing such as landing pages and Facebook Ads.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
So far I had 1 dissatisfying project, everyone else seems to be quite happy.
All clients have a direct line with me and I am crystal clear in all my communications, whether it’s good news or bad news.
Any inquiries get a response within the hour. If it’s a fix that’s needed, it gets done usually within 12 hours.
We also go through an in-depth onboarding and strategy call to make sure our goals and visions are aligned.
I ask my clients to give honest feedback so that everything is communicated out in the open, with no sugar coating.
We also have a process to take invaluable feedback.
What kind of support system do you offer to your clients for catering to their queries and issues?
As solo entrepreneur, they have access to my personal Whatsapp for any troubleshooting or issues.
Issues so far have been resolved under 1-2 hours, or max 2 days if it’s a big issue.
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
It’s usually 50% to start the project, then 50% upon delivery for web design.
For marketing campaigns, it’s the same 50/50 for our portion of the work. Any ads they pay themselves through their own ad account.
For both web and marketing projects, there’s a fixed cost range that usually encompasses everything they need. Any additional work that we believe is needed and would improve the user experience, we would add it without much fuss.
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
Yes, our web design minimum requirement starts at US$2,000.
For online marketing including ads, the cost is US$8,000 for 3 months.
What is the price range (min and max) of the projects that you catered to in 2021?
Some clients only need minor setups or fixes, which we often do for free. So there’s no minimum to start a project.
Where do you see your company in the next 10 years?
Running the agency with 20-30 in-house employees, helping 100s of ethically-run businesses monthly to grow their sales.
