Sent client cancellation warning email that features would be removed from the site. He thought I am trying to stop him from taking the site. Aside from accounting issues (did not bring this up as there was never a past due before yesterday).
He went through point by point as to what each feature was and how come we never disclose information to him. Explained each and overall mentioned if he was interested we were only a phone call away. We will continue to consult if he has questions.
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Closing portion of his email:
Belinda, I had a very rough start with your company as I was initially unimpressed with the first site that was built for me. I then working with Desirae to build a new site which is better. I feel there has been a lack of communication from your company as to how I can improve my site and as a client this is very concerning. When I initially decided to work with you I was promised a “high-end, custom dental website that was completely owned by myself and this I could do whatever I pleased with after it was completed”. My last communication from your office was on May 9th, if all of the features you have indicated are being offered to my site, where are the discussions or analysis to make the site better. If you feel your company can continue to help me improve my online performance why have I not received any phone calls or emails indicating what can be done to accomplish this. From the lack of communication my understanding was that your company just built the site and that is there total involvement. Please call me at your earliest convenience to discuss further. If all of these features are being provided to me I would like to have a conversation to find out how the site can be improved. If your company can show me active involvement in improving my sites performance and look aside from me calling in changes I would love to continue to work together, but I cannot just pay you a monthly rate without seeing return on the investment.
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MY EMAIL RESPONSE:
Hello Dr. Bunin,
The list of services are generally what’s included in your website. Once the website is canceled, these services will stop. Of course we will ensure that you have the appropriate files on your end prior to canceling. But it is required that we disclose this similar to any cancelation with any company.
We are not witholding your website if your account is paid in full. You have purchased ownership as a part of your package, there is no problem in sending files. I am simply letting you know that your next webmaster should have knowledge in WordPress, server and mySQL management to properly install the site.
However, to answer your questions in detail:
Why should I have to configure the files from the website? According to my initial conversations when I started with the company I was told the website could be easily transferred from server to server.
Yes, the files can be taken and placed onto the next server, however server configurations are different with different companies. Additionally, there are three parts: 1) server files 2) database files 3) connecting the two. It is fairly simple if the webmaster understands WordPress.
All appointment forms on my site are owned by myself (they were just copied from the old site). What forms need to be coded?
Forms located on the Appointment and Testimonials page are activated as a service we provide. Your next webmaster can rebuild the form and functionality from your new server.
We have no videos on our website. This would have been a great addition but was never offered by your company.
If videos were purchased in your original agreement, they would appear on your website. If not, please disregard this point.
I have never seen any reports or google analytics so if they are being run on the site I am not being kept in the loop.
For every website we install statistics directly onto the site as well as apply a separate Google Analytics account in event our client would like to access. I can send this separately if you are interested.
Again I have never seen any statistics on my site. I don’t know how useful statistics on the site are if they are not being continuously reviewed for discussions as to how we can make the site better, and again as the client I have never seen these statistics.
If you are interested in additional marketing for your website, we have options available. Looking at analytics and deciphering what’s best for your practice depends on your goals, location, and competition. When reviewing stats, they are not all the same for every website therefore if you were interested, Danny is always available to consult and recommend strategies.
I’m not sure what these are, but any links on the website should be transferable with the files that you send me. I’m not sure why any links on the page would break as long as the site is transferred as a whole.
301 Page Directs are something that happens outside of your website. All links within your current site will remain in tact (as long as the webmaster uploads files correct). If you had a website prior to starting with us, we would gather all the links available from the old site and ensure that they are properly forwarded to a new location. Again, this is something that happens outside of your website and is gathered manually from us.
The email setup is part of the website and should also be owned by myself. Why would this stop working?
If you have set up email with us previously, this would be discontinued. Email hosting is just like website hosting. It is a separate product (included in your package with us) and would have to be purchased through your next server.
What plugins are running on my site?
Wordfence Security, Firewall, Jetpack Statistics, Image Optimization, 301 Redirects – I understand you may not understand the scope of these plugins; hence the reason why we install specific items to help and build your website.
Aside from me sending in fixes to the site, I don’t feel I have had any Training or Consulting on how to improve either the performance of the site or any SEO discussions.
If you are interested in any of these items, we would be happy to consult on different marketing options and/or website information. Please feel free to set up a call if there are any questions you may have.
Another service that you say is running but I have never heard of nor seen any data on this.
All websites are run through uptime monitoring via domain and website a few times daily. The report would show different areas of the world where your website is tested. The information is almost irrelevant unless the website was offline. I’m sure your schedule is reserved for patients rather than test results. If you’d like a screenshot, I can share that with you.
My website has dropped from the first spot on the google search when searching “Sterling dental” to the second page of google since I have built the site. I have never seen any information about google rankings, had any discussions about SEO or have been told anything about how to improve the rankings or SEO of my site. If this is being provided it is not being communicated with me.
Our on-site SEO services included in every website include meta tags, interlinking, sitemaps, site submission, image tags, custom content and other back-end items. These services do not guarantee any placement (as no other company can offer the same). As a client, we offer consulting per your request.
I made sure to include your account manager in this email to ensure we are all on the same page. I am simply preparing you and your webmaster for a site transfer so that he/she may address the mentioned items if you were interested. As a website company, there are many items on the backend that are managed therefore we simply forewarn clients to ensure smooth transitioning.
Mark called, mentioned the Jotforms were down. Sent him the Jotform credentials for Dr. Bunin's account.
2017-12-08 | catherine.c
U: kevinbunin
P: 360_bunin
2017-12-08 | catherine.c
emailed login to kevinmbunin@gmail.com
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