Standard & Premium Site + Photoshoot Review Call Guide
Greeting
Hi, this is [your name] from GoDaddy Website Design Services. Is [customer name] available? [PAUSE for response] How are you today?
I’m calling for us to review your website together. It should take us 45 minutes. [PAUSE for response]
And you’re near a computer, right? You’ll need it in a few minutes.
By the way, before we get into things, I want to let you know that this call will be recorded and retained for quality and training purposes.
Ok, in order for me to open up your account, I’ll just need your PIN. [PAUSE for response]
[If the customer has filled out the midway survey make sure to address that here. If they LOVE the site call that out, if they don't reassure them that is what this call is for, to adjust any items they would like to change]
[If the customer has NOT filled out the midway survey continue with the following] Have you had a chance to look at the site? What are your thoughts about the look & feel of it? [PAUSE for response]
[If customer’s shoot has happened, but photos are not on the site:] I see that you’ve had your photo shoot, but we haven’t gotten the photos on your website yet. I think it’s still important that we review your website together today, and then we’ll schedule another call to go through it one final time once we’ve made any changes and added your photos. How does that sound?
[If customer wants to delay to review with photos, schedule a new review call for once the photos will be added to their site, and set expectation we’ll resend preview link. End call.]
Use the navigation guidance in the review call checklist on the left to get started.
Customer sent minor revisions via email
[If customer only purchased a website]
So, I saw that you had a chance to review your website and send in your revisions.
That’s great — it’ll save us some time today. So let’s go through those now.
[If customer purchased a website and logo]
So, I saw that you had a chance to review your website and logo and send in your revisions.
That’s great — it’ll save us some time today. So let’s go through those now.
First off, what’d you think of your photos? I think they look great!
[If customer has feedback about photos, show them how to access My Media Library and select new photos.] Let’s screenshare now, and I’ll show you where we’ll store your photos so you can grab them any time you want them.
Continue to “Wrap up for non-publishing customers” [ 1 ]
[If a customer would like to use a video or asks about using a video on the homepage]
A video on a homepage can negatively affect its performance, so we strongly advise against it, especially for when people are on their phones trying to load your website -- a video loading makes it harder to load the homepage, and speed is crucial for mobile.
That said, we can add a video to interior pages! I recommend placing [name of video] on [name of webpage] -- what do you think? [PAUSE for response]
(See Performance Fact Sheet - for reference if needed)
[Walk through website to confirm video placement on Zoom]
Great, let’s confirm you want [name of video] to go on [name of webpage], is that correct? [PAUSE for response]
[If yes to adding video to interior page: Ask the customer to send in link to video, so it can be added, or they can upload to Photo Library. Ask any specific design questions: Does it need additional copy? Is the video coming from a video streaming platform like YouTube or Vimeo, etc.?]
Now, for the hero image, on the homepage, do you have an image in mind or would you like for our builder to choose something for you? [PAUSE for response]
[If no to interior page option for video: customer still wants to use video on homepage]
Alright, we’ll add the video to the homepage on the desktop (computer) view of your website, and for the mobile (phone) version, your visitors will see the image in the Hero section. This way, your mobile visitors can quickly load your website on their phone. Will this work for you? [PAUSE for response]
Must do step: if customer chooses to use video for desktop and still image on mobile -- include this request in builder note.
[If yes to use video for desktop and still image for mobile]
Great, I’ll make a note to our builder, so they know you’d like your video to be used for the desktop design, and we’ll use an image for your mobile design.
Speaking of, do you have an image you would like to use for the hero image for mobile or would you like for us to choose something for you? [PAUSE for response]
[If no: customer is adamant about using video on mobile and desktop version]
I understand that your video is important to your homepage. We definitely want to incorporate your video the way you want it.
I’ll make a note to our builder that you’ll want to include [name of video] on the homepage, and that we discussed how adding video to your homepage will impact your website’s performance, and you understand that it will take your website longer to load on mobile. Sound good? [PAUSE for response]
Must do step: if customer chooses not to take our recommendation about video placement on homepage of website. Please include this mention in builder note.
[Add note to builder that customer is requesting video on homepage, even after knowing this can impact their website performance]
Continue to “Wrap up for non-publishing customers” [ 1 ]
For Premium Sites Only: Additional Website Functionality
[If a customer needs help with website functionality or wants to talk through what they’re looking for their website to do]
I’m here to help you figure out what you need. What’s something you want your visitors’ to be able to do on your website? [PAUSE for response]
[You’ll have a better idea of what their website might be missing or could help them meet their online business goals based on the information they gave us in the initial consult or profile]
I’d recommend adding [a calendar so your visitors can book appointments or see events, etc.]
How does that sound? [PAUSE for response]
[If yes to website functionality recommendations]
Ok, great! I’ll make a note to our builder team that you’re looking to add these functionalities [list of web functions back to customer] to your website. They’ll choose the best options that are the most compatible for your website design and performance.
Must do step: capture customer’s website functionality requests in the plugin worksheet. The builder team will choose the plugins that are the most compatible for the customer’s website design project.
[If a customer has a particular website functionality in mind, “I want a calendar that shows events,” “I need a way to book appointments,” I want a chatbot, etc.” We want to capture those functionality requests in this initial consult call.]
I’ve got what you’re looking for functionality-wise, and your website builder will recommend the best plugin options to fit that need, while aiming for it to be compatible to your overall website’s design, and performance.
We go over this together in our review call. Sound good? [PAUSE for response]
Must do step: capture customer’s website functionality requests in plugin worksheet. The builder team will choose the plugins that are the most compatible for the customer’s website design project.
[If a customer changes their mind about a website functionality]
We can get this [name of functionality] swapped out for you. What would you like your visitors to be able to do, instead? [PAUSE for response]
Must do step: capture customer’s website functionality requests in plugin worksheet. The builder team will choose the plugins that are the most compatible for the customer’s website design project.
I’ll make a note to your website builder to recommend the best plugin option to fit that need, while aiming for it to be compatible to your overall website’s design, and performance.
In the next website preview link, you’ll see these functionalities added, along with the other changes to your website, and you can let know by email or on our next review call, if you like it or not. Sound good? [PAUSE for response]
[If a customer needs more functionality than what is included within our WDS core plugins we can recommend additional plugins, if they're available. Refer to WDS Feature Gallery for more guidance, if needed.]
It’s sounds like you’re specifically looking to include [list the functionalities the customer is looking for to confirm it]. Is that correct? [PAUSE for response]
I'll let your website builder know what you’re looking to add to your site, and they’ll recommend the best options, if they’re available. Sound good? [PAUSE for response]
Must do step: capture customer’s website functionality requests in the plugin worksheet. The builder team will recommend plugins that are the most compatible for the customer’s website design project.
Keep in mind that a few of these additional functionalities can decrease your website’s performance, but they may be the only options, so your website functions the way you want it.
We only recommend using these options, if it’s critical to your website’s functionality. Does that make sense? [PAUSE for response]
Ok, in the next website preview link, you’ll see these functionalities added, along with the other changes to your website, and you can let know by email or on our next review call, if you like it or not. Sound good? [PAUSE for response]
[If customer knows what plugins they want, verify how the plugins rate on WDS Feature Gallery - Plugin Demo page.]
Important note: If plugin scores 3,4 or 5 on rating system, it’s okay, but if a customer says one that is ranked low, we must tell them why this may not be the best option, and we can make note of this customer’s request, so the builders know how to best fulfill this desired need.
[If customer wants a plugin(s) that’s low performance on the ranking system]
Ok, I know you want to use [name of plugin(s)], but I strongly do not recommend using this/these plugin/plugins on your website because they’ll make your website slow and lower your website’s overall performance, on desktop, and especially, on mobile.
[name of plugin/plugins] scores low in performance, but I understand it’s important for your website to function the way you want it. Are you sure you still want use this/these plugin/plugins, or would you like for your website builder to recommend a better option(s)? [PAUSE for response]
[If yes, the customer wants help selecting the right plugin]
Ok, I’ll make a note to your website builder to recommend the best plugin option to fit that need/these needs, while aiming for it to be compatible to your overall website’s design, and performance.
You’ll see those updates on the next website preview link, and you can let me know if you like it or not. How does that sound? [PAUSE for response]
[If no: customer is persistent about using a plugin(s) that is ranked low on the rating system]
Alright, I’ll make a note to the builder that you want this/these [name of plugin(s)], is/are important for your website to function the way you want it, and that you understand how these plugins will lower your website’s overall performance, on both mobile and desktop. Is that correct? [PAUSE for response]
Must do: If customer chooses a low-ranking plugin(s) or gives a name of a plugin/plugins they want, include it in plugin worksheet. Good to include this is exactly what the customer’s wants, regardless of how this impacts their website.
Customer Sent Revisions + Expressed Overall Dissatisfaction via email
I’m sorry to hear we weren’t on the same page there, but we can look at this as a draft and work on fine tuning it now. I think I mentioned on our last call that our goal is to get a website built that gets you out there and gets you business, and we’ve found that that happens a lot faster if we go ahead and design something that we can review and edit together. So, this doesn’t have to be the final product.
[If customer expresses overall dissatisfaction with their photo shoot:] I’m sorry to hear that. Let’s talk about what exactly you don’t love about your photos, and what we can do to make them work better for your site. Our designers chose the best photos for your website design, but we have a lot of other options, and ultimately you’re the expert, so let’s take a look at the rest of your photos.
[If you and the customer aren’t able to find better photos in My Media Library:] I’m sorry to hear that your photo shoot didn’t turn out how you were hoping – we always want it to be a great experience. I think our best bet here is to replace the photos on your website with stock photography so that we can move on with your website design, and I’m going to talk with our photo team about what we can do about your photos, ok? For now, let’s keep working on your edits, and we can select some stock photos as placeholders on your site. Does that sound ok?
[If Marketing Services customer]
That’s also why you have Marketing Services so we can make updates for you any time.
[If customer has specific edits, either in the email or that they’ve expressed verbally]
What we can do now, if you’re ok with this, is walk through page by page I’ll note those edits.
[If YES]
Ok, great, so we’re going to screenshare again so that you can see my screen while we walk through these edits.
[If customer has feedback about photos, show them how to access My Media Library and select new photos.] I’ll show you where we’ll store your photos, and we can choose some to swap out with the ones on your site.
[If customer purchased a website and logo]
First, let’s look at your logo Options. We sent you three samples - which do you like best? [Gather feedback on ONE option only]
[PAUSE for response/discussion]
[If they aren’t happy with the logo]
Ok, is this not the color/image/overall feel you were going for? [PAUSE for response/discussion]
Is there a color/image/font/overall feel you think would better represent you? [PAUSE for response/discussion]
Should we take a look at some examples to get a better idea of the new direction? [PAUSE for response/discussion]
Continue to “Wrap up for non-publishing customers” [ 1 ]
[If customer has overall edits]
Would you like to talk more about any overall feedback you have for the site or specific changes you want to make?
Determine if their photo shoot is a point of dissatisfaction. If so:
Customer has specific edits:
Customer has overall edits:
Customer Hasn’t Sent Revisions In Advance
Have you had a chance to take a look at your website yet? [PAUSE for response]
[If customer has looked at the email, but has no changes]
No changes? So, are you ready to go through some steps to publish it? [PAUSE for response]
That’s great! We can do that right now!
[If customer hasn’t had a chance to look at the site yet OR they have but haven’t sent in edits]
No worries, we can walk through it now and see if we need to make any edits.
First off, what’d you think of your photos? I think they look great!
[If customer has feedback about photos, show them how to access My Media Library and select new photos.] Let’s screenshare now, and I’ll show you where we’ll store your photos so you can grab them any time you want them.
Wrap up for non-publishing customers [ 1 ]
Ok, unless you have anything else you want to talk about, we can go ahead and get into next steps and wrap up for today! [PAUSE for response]
[If customer has extensive revisions and/or is unhappy with site, set expectations that we’ll do another round of revisions and then publish:]
Ok, so it sounds like we may need more than one round of edits to your site. Let’s go ahead and schedule your next call to review your website again, after our team’s revised it for you. If you have any additional small edits at that time, we can submit a ticket for you. [PAUSE for response]
[If customer doesn’t have additional materials to send]
Great, so I’m going to send your changes to our design team, and it’ll take them 3 business days to update everything. At that point, we’ll send your site back to you, and give you a day to review before we have another call. Sound good?
[If customer hasn’t deferred their photo shoot and needs to provide dates:] And did you have those dates for your photo shoot ready to go? If we can get that done soon, we can make sure those photos are on your site before we publish it. [If YES:]
[If NO:] Ok, just get those to me as soon as you can, ok?
So, we’ll give our design team time to update your site, give you a day to review it, and that means we’re looking at [today + 4 days if not scheduling shoot and today + 6 days + a few extra days if scheduling shoot soon] for our next call. Does that work for you?
[PAUSE for response]
[If customer has additional materials to send in for revisions]
Great, so I’m going to give you a few days to send in those [materials], and after that I’ll send all of these changes to our design team. It’ll take them 3 business days to update everything. If you’re not able to send me your [materials] by [today + 2 days], we’ll go ahead and make the changes we can, and revisit on our next call. Sound good?
[If customer hasn’t deferred their photo shoot and needs to provide dates:] And did you have those dates for your photo shoot ready to go? If we can get that done soon, we can make sure those photos are on your site before we publish it.
[If YES:]
[If NO:] Ok, just get those to me as soon as you can, ok?
So, we’ll give you time to send in your [materials] and give our design team time to update your site. Then I want to make sure you have a day to review it, and that means we’re looking at [today + 8 days if not scheduling shoot and today + 8 days + a few days if scheduling shoot soon] for our next call. Does that work for you?
[PAUSE for response]
[If customer has minor edits, and is generally happy with their site, set expectations that we’ll publish next:]
Ok, so the next time we talk, we’ll work on publishing your website! After we publish, if you have any small edits to make, you won't need to make another appointment with me. Instead, I can submit a ticket for the changes and our team of specialists will follow up with you if anything else is needed after that. I'll walk you through how that works on our next call if you need it, but hopefully your site will be good to go! Does that sound ok?[PAUSE for response]
You’ll also receive a separate email containing all of your logo files, so be on the lookout for that, too. It’ll have some information on the types of files included as well, but we’ll send you everything you need to use your logo wherever you want.
Great, let’s set your appointment to make your website live, and we’ll go from there.
Customer hasn’t published
Wrap up for non-publishing customers - Propose Marketing Services
[If you did not propose Marketing Services on the Initial Consultation AND customer is on Standard or Premium plan:]
Before we wrap up today, I wanted to mention your options for updating and maintaining your site once’s it’s finished. One option is where you can do it yourself, using our free resources that show you how to make updates to your site. If you want to take the do-it-yourself route, we’ll send you all those resources once we’re ready to publish your site.
The other option, which you may have heard about, is our Marketing Services plan, where we make updates for you. It’s a subscription service where you basically have us on retainer, and we make updates whenever you need them. The most cost-effective plan is the 2-year subscription where you do pay more up front, but then you’re covered for any updates you’d need for 2 years. We also have options for a 1-year plan, and some shorter term options if you just want to make a handful of updates at once.
[Confirm customer’s interest before moving on:]
Does our do-it-for-you option sound like something you’d be interested in? [PAUSE for response]
[If YES]
Great! I can tell you exactly what each option would cost and we can talk a little more about how it works.
[If NO]
Ok, no problem. If you ever want to add that, just let me know, and I’ll remind you about it when we’re publishing your website.
[Continue to the rest of the call:]
Ok, so that does it for our call today! Just like before, if you’re ready to publish your site when you see it, let me know, and we can do that. Otherwise, we’ll do that together on our next call.
Was there anything else you wanted to talk about today? [PAUSE for response]
Awesome! Look out for an email recap from me, and we’ll talk soon!
Customer hasn’t published
Customer Has No Edits: Publish Site [ 2 ]
[If customer is ready to publish once the latest changes are complete]
Would you like to publish your website once all the latest changes are complete instead of waiting for the Publish call? [PAUSE for response]
[If YES]
Awesome! Once revisions are complete, I will go ahead and publish your website for you. You’ll then get an email letting you know the site has been published and you’ll have information on how to make changes to your website in the future.
(Proceed to wrap up section)
[If NO]
Ok, no problem! We’ll keep our publish call as scheduled. If you should change your mind between now and our next call, just send me over a message and we can get you published before that time. Sound good? [PAUSE for response]
(Proceed to wrap up section)
My Setup to Go Live - Action Needed
[If site is able to be made live immediately]
Ok, it’s live! Now there are some steps that you need to take to make sure your site is secure and that your store is functioning.
[If site needs 72 hours prop time]
Since we need to publish your new site to an existing domain, it may take up to 72 hours for it to be live, but that’ll happen automatically.
And don’t worry, I’m going to send you an email with all of these links and instructions but let’s walk through some things now.
[If customer has an existing live site:]
Do you have an SSL certificate that you’re paying for on your current site?
[If customer needs explanation]
You know when you visit a site and you get a warning that it’s not secure? That’s because that site’s SSL certificate is expired. This makes sure visitors to your site won’t see that.
[If customer does have an active SSL Certificate:]
We do offer a free automatic SSL activation, so if you want to take advantage of that, all you’ll need to do is cancel the auto-renewal of your current SSL and the free one will take effect.
[If customer doesn’t have an existing SSL Certificate:]
With your website plan, the SSL Certificate is automatically activated so that your site is secure. So you don’t need to take any action for that to happen.
[If customer needs explanation (same as above):]
You know when you visit a site and you get a warning that it’s not secure? That’s because that site’s SSL certificate is expired. This makes sure visitors to your site won’t see that.
[If Marketing Services Customer]
And since you have our Marketing Services plan, I’ll also walk you through that setup and show you how to request updates when you need, ok?
[Only for Standard and Premium builds:]
[If customer doesn’t have Marketing Services]
Now that your website is published, I wanted to remind you of our subscription plan where we’re available to make any updates you may need. Are you still on board to take over updating your website yourself?
[If customer doesn’t want to hear about Marketing Services:]
Ok, great I’ll send you our training resources in a follow-up email, and if you ever want to purchase Marketing Services, just give us a call!
[If customer would like to hear about Website Marketing Services again]
Great! I can tell you exactly what it would cost and we can talk a little more about how it works.
Wrap up for published customers
[If customer is publishing without completing their photo shoot:] Since we’re going ahead and publishing your website without completing your photo shoot, I want to let you know our next steps for getting your photos done.
[If customer has provided follow-up date for deferred photo shoot:] We’ll follow up with you via email on the date we decided that we’d reach back out to try to get your shoot scheduled. If we’re able to gather some dates then, we’ll do your shoot, update your site, and call you as soon as it’s done to review the changes with you. If you would like to make any edits at that point, we’ll complete those for you, and then your website will be totally finished! And if you’re ready to schedule something before you hear from us again, just give us a call, ok?
[If customer hasn’t deferred shoot, but is still unable to provide dates:] As soon, as you can get those dates in to us, and we’ll go ahead and schedule your shoot. In the meantime, we’ll send out a few reminder emails with the phone number to call when you’re ready to schedule your shoot. Once we complete your photo shoot, we’ll update your website with your new photos and give you a call to review it. If you have any changes at that point, we’ll make those updates and email you when your website is complete.
Ok, unless there’s anything else you wanted to talk about today, that does it! [PAUSE for response]
It’s been a pleasure working with you, [customer name] — your site looks great! Again, my email will include what we talked about today, a checklist of next steps and other resources. In 3 days you’ll also be sent a link to a short survey about your experience during the design. It would be great to hear your feedback. Take care!
Customer has published