Hiring someone to build your website is a bit like hiring any tradesperson. Most are honest and good at what they do. But it pays to ask the right questions before you agree to anything, so there are no surprises later.
Here are the questions worth asking, and what a good answer sounds like.
1. Who owns the domain and the website?
This is the most important question on the list.
Your domain is your web address, such as yourbusiness.co.uk. It should be registered in your name or your business's name. The website itself, including the words, photos and design built for you, should also belong to you.
Some providers keep the domain in their own name, or build the site on a system that only they can access. That can make it very hard to move if you ever want to.
A good answer: "The domain, the site, the content and your data are yours."
2. What exactly is included?
Prices for websites vary hugely, and it is often because different things are included. Ask for a clear list.
Useful things to check:
- How many pages are included
- Whether they write the words or you do
- Whether the site works well on a phone
- Whether there is a contact form and where enquiries go
- Whether it is set up for Google
- How many rounds of changes you get before it goes live
A good answer: a written list, in plain English, with no vague phrases like "full digital package".
3. What are the ongoing costs?
A website almost always has some ongoing costs, even if the build is a one-off payment. These might include:
- Hosting. The server space that keeps your website online.
- Domain renewal. Paying to keep your web address.
- SSL certificate. The security that shows a padlock in the browser and keeps form details safe.
- Updates and backups. Keeping the site secure and having a copy if anything goes wrong.
Ask what these cost, how often you pay and whether prices can go up.
A good answer: a clear monthly or yearly figure, and a straight answer about what it covers.
4. How are changes handled after launch?
Your business will change. You might add a service, update prices or want new photos. Ask how that works.
- Can you make small changes yourself?
- Are some changes included in a monthly fee?
- If not, how are they charged?
- How quickly are they usually done?
A good answer: a simple explanation of what is included, what costs extra and roughly how long you will wait.
5. Who do I call when it breaks?
Websites occasionally have problems. A form stops sending, a page will not load or something looks wrong on a certain phone.
Ask who you contact, how you contact them and how quickly they reply. Find out whether you will speak to a real person or be sent to a ticket system.
A good answer: a named person or a clear contact route, and a realistic response time.
6. How long is the contract?
Many web providers, especially those offering low upfront prices, ask for a minimum contract. That is not necessarily a bad thing. It is often how the build cost is spread out. But you need to know the terms.
Ask:
- How long is the minimum term?
- What happens when it ends? Does it roll on monthly?
- How much notice do I need to give to cancel?
- Are there any exit fees?
A good answer: clear terms you can read before you sign, with no hidden extras.
7. Can I see examples of your work?
Ask to see websites they have built, or designs they have created. Look at them on your phone, since that is how most of your customers will see your site.
Check whether they load quickly, whether the phone number is easy to find and whether you can easily send an enquiry.
If the provider is new, they may not have a long list of past clients yet. That is not a reason to rule them out. In that case, ask whether you can see a design for your own business before committing.
A good answer: real examples, or a willingness to show you something before you pay.
8. What happens if I want to leave?
Nobody likes to think about this at the start, but it is worth asking. Your circumstances might change, or you may simply want to try someone else.
Ask:
- Can I take my domain with me?
- Can I take a copy of the website and content?
- Will you help move it, or is there a charge?
A good answer: "Yes, you can take everything with you," along with a clear explanation of any conditions.
How we answer these questions
Since we have written this list, it is only fair to answer it ourselves. At We are Graft, the site, domain, content and data belong to you, and you can take them with you once the 12-month minimum is complete. That minimum is how the build costs £99, as the build cost is spread across the first year. Our monthly plans cover hosting, security, backups and a real person to talk to, and you can see exactly what each one includes on our pricing page. Answers to other common questions are on our FAQ page.
The short version
A good web designer will be happy to answer all of these questions clearly. If the answers are vague, or you feel pressured to sign before you get them, take that as a sign to slow down.
If you would like to put these questions to us, or see a free design for your business before deciding anything, get in touch.