Std & Prem WP Initial Call Checklist

    Greeting Jump to Section

  • Greets the customer using the appropriate opening call script
  • Sets phone call time frame expectation
  • MUST READ: State call recording disclaimer
  • MUST READ: Validate account

    • Business Consultation Jump to Section

  • Starts Zoom share with customer before reviewing the DCT
  • Reviews if customer has an existing website and consults as needed
  • Confirms customer CYOA preference
  • Reviews business details
  • Confirms customer product/service offerings on DCT and asks lead pass questions

    • Design References Jump to Section

  • Completes Business Personality Quiz unless cloning old site

    • Website Design Jump to Section

  • Review logo
  • Review site elements

    • Content Jump to Section

  • Asks the customer about the content they want to include on their site
  • Offers copywriting and follows process
  • Discusses stock images library and confirms image keywords

    • DCT Jump to Section

  • DCT instructions are clear and free of conflicting/confusing instructions

    • Time Frames Jump to Section

  • Set build time frame expectation
  • Explains overall time frame

    • Next Steps + Wrap Up Jump to Section

  • Reviews Marketing Services
  • Reviews Website Design Hub
  • Schedules follow-up call
  • Send follow-up email

    • Account Notes Jump to Section

  • Took proper account notes

Standard & Premium Initial Call Guide

Introduction

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 you for your website consultation.
  • Our call today should take us about [call time here] minutes.
  • Are you near a computer? You’ll need it in a few minutes.

[All website specialists must say this before starting a call

  • Before we get into things, I want to let you know that this call will be recorded and retained for quality and training purposes.
  • I need to validate into your account.  Do you have your 4 digit PIN?  [PAUSE for response]
  • I want to thank you for working with us! We’re excited to be working with you and bringing your website to life.
    [PAUSE for response]

[Verify main point of contact's information]

  • [Customer name], I want to make sure I have your correct phone number and email address for our communication during this project.
  • I have your phone number as [say phone number] and your email address as [say email address].
  • Is this all still accurate?
    [PAUSE for response]

Set agenda for the call

  • Now that we’ve got that out of the way --- let’s go over the goals of today’s call and how your dedicated team of website experts will work together to design your website.
  • Today, I’ll be handling your consultation call. First, we'll talk about your business, then your design options, and then your website content.
  • The goal of this call is to collect as much information as possible so we can give you the most accurate draft of your website. Sound good?
    [PAUSE for response]
  • After your consultation, I’ll be sending over your website design info to a member of our Design Team. The Design Team will create your website draft for you. I’ll give more details about this later in the call.
  • We’ll also walk through how to use your Website Design Hub. Your hub will become our primary communication tool for the rest of your website design journey.
  • You can track your website’s progress, upload your photos and files and more. I’ll give you a quick tour of the Website Design Hub later in the call.
  • Total process start to finish is approximately 6 weeks depending on how quickly we make it through.
  • Any questions so far?
    [PAUSE for response]
  • If a customer has questions about the review call, let them know that it’s optional, but we’ve found that the process is much smoother if we go ahead and get it on the books at the time of the consultation. Let them know that if they’d like to publish their site as-is and skip the review call or use it to publish and talk about final steps, they have that option, as well.

Business Consultation

We are going to screen share together today, I just sent you an email with the zoom link, let me know when you get that so that we can get connected.

[PAUSE for response]

[If customer declines Zoom that’s okay; the consultation can still be completed over the phone.]

  • No problem! We can still complete your website consultation over the phone.
    [PAUSE for response]
  • Let’s get into your consultation.

[Send Zoom link to customer so you can enable screenshare.]

Before we dive into your consultation, we'd like to understand how you'd like to be involved in the process. Your input is crucial to ensure we meet your expectations and we want to ensure your experience with us is tailored to your unique needs.

Here are the engagement options for our consultation:

  • Use our expertise to save you time: If you trust our expertise and prefer a quick and efficient intake, this option is for you.
  • Provide ideas and we offer direction: Looking for a middle ground? Choose this option if you want to collaborate with us while relying on our guidance.
  • You have a clear vision for your site: If you'd like to be hands-on, providing feedback, suggestions, and actively participating throughout the discovery phase, this option suits you best.

[Please do not forget to cover the following using the DCT:]

  • Stock gallery
  • Size/Resolution of images provided – high resolution/large images
  • Business Personality (if needed)
  • Copywriting
  • Dos and Don’ts
  • For premium review any functionality needed that might be a plug in - https://features.wdsgallery.com/#features

[For US and CA customers only - ask Commerce Lead Pass questions in Jira]

  • Use the information you’ve already learned about the business to guide how you navigate these questions.
  • You might skip questions where you’ve already learned the answer. Otherwise, use the prompts to collect remaining information about the business.

Website Design

Logo Design Services

[If customer bought logo design services; continue with completing logo design consultation]

  • I see you purchased our Logo Design Service. Let’s review the design elements of your website first and then we can discuss your logo design.

[If customer doesn’t have a logo]

  • Ok, we can use your name and a font that fits your brand and lay it over a simple background to use for your site.
For Logo Design customers only: Schedule a follow-up call to review their logo design.

Website Design Hub Overview

[Review the following]

  • How to log in to Website Design Hub; mention emails will include a link to their hub
  • Show the customer where to upload assets – My Media link
  • [U.S. ONLY] Show the customer the chat feature – lower right-hand corner white bubble labeled “Contact Us”
  • Explain to customer that they’ll view their draft in the hub and be able to leave comments with feedback

Let’s do a quick walkthrough of your Website Design Hub. You’ll use this hub to:

  • Keep track of your website’s progress,
  • Upload all your photos and files,
  • Schedule appointments as you need,
  • Submit website edits without a call,
  • Publish your website without a call,

We’ll email you when it’s time for you to review your website draft inside your hub.

Are you with me so far?

[PAUSE for response]

[Set expectations for Website Design Hub choose your own adventure (CYOA) and next steps after customer sees their website draft]

  • Your website rough draft will take [say business days based on build size] and we’ll email you when this info is posted inside your hub.
  • If everything looks good, and you have no further changes, you can give us a call to publish!
  • If you notice something is off or you’d like to update something, click on “give feedback.” You’ll be redirected to our third-party annotation tool, Atarim. Leave your comments there and click on “I’m done.” We will address those changes during the next appointment.
    [PAUSE for response]
  • Any questions on these steps so far?
    [PAUSE for response]
  • Do you have any other questions about your hub?
    [PAUSE for response]

Customer has a website + logo design follow up is needed

[Follow scheduling protocol]

  • Ok, the next available follow up appointment to review your logo is [say date and time]
  • Will that work for you? [PAUSE for response]
  • Great! Your appointment confirmation will be posted inside your hub, and an email confirmation will follow shortly.
  • If the customer has strong color preferences/if you’re pulling colors from the logo, this section may not be relevant.
  • Complementing the site with the logo colors or branding is ideal; this helps the site be branded to the customers’ business colors. However, if there is no logo, or the customer is having a new logo created, simply saying, "what colors do you like" is NOT discussing the colors correctly.
Plugin Details
Worksheets Page
Available Modules
WDS Stock Photos
WDS Stock Videos
External Stock Photos
External Stock Videos
Hero Aspect Ratio Tool
Performance Fact Sheet

Next Steps + Wrap Up

  • Let’s schedule our follow-up call. We’re looking at [site delivery date + 1 day] to [site delivery date + 3 days], since it takes (site delivery time frame) to get your website ready for review. Let’s see what options we have here.

Recap Call

Size Standard Build Time Frame Premium Build Time Frame
Small8 Days8 Days
Medium (ESM)10 Days14 Days
Large (ESL)12 Days18 Days
  • Great, and we’ll email your website to you to review before that call. If you’re ready to make it live, you can select this option through your HUB. We'll attempt to publish your site, but we may call you if we need more info and to provide you with the next steps. [PAUSE for response]

[If customer wants to review] 

  • If you have edits to make, or you want to discuss why our designers made certain choices, you add those comments using the annotation tool inside the hub.

[If needed or has questions about how to reschedule an appointment in hub]

  • After logging into your hub, you should land on your dashboard.
  • Click on the Website tab.
  • You should see you’re in the Design phase.
  • Just a quick note that your site will move into the Design phase when we’ve completed your consultation today.
    • When your website has returned from our build team, you will be able to provide changes two ways:
      • Live during your revisions appointment
      • Prior to your call through your HUB
        • It will direct you to our revisions tool, Atarim.
        • Once you have added your changes through Atarim, your requests will be saved and addressed during the revisions appointment.
  • You should see your upcoming appointment info. Go to that card and click on Reschedule.
  • A little calendar will open for you --- select the new time and date that works best for you, and that’s it!
  • Your new appointment info will be posted inside your hub; it should only take a few minutes to see.
  • We’ll also email you an appointment confirmation.
  • Make sure you check your spam and junk mail because this email will come from Calendly.

[Please review this list with the customer]

  • Ok, we’re almost finished! I’ll be sending you a recap email with all this info in it, and here’s what we accomplished today:
  1. We gathered business information and content for your site.
  2. We’ve decided on all your design details.
  3. We completed a tour of your Website Design Hub.
  4. We’ll start working on your website on [date of send]. We’ll email you when your draft is posted inside your hub.
  5. Your website rough draft will take [enter number of business days based on build size].
  6. Total process start to finish is approximately 6 weeks depending on how quickly we make it through.
  7. If you have any missing assets, please upload them in your hub using the “My Media” link.
  8. Marketing Services is a subscription we offer to our customers for continued support moving forward for additional changes or content that is not covered in the initial scope of build. Let’s check to see if you have it. If not, this will be something available to you in the future.

[Remind customer live chat [U.S. ONLY] is available inside the hub during our business hours]

[If a customer wants to create a new email linked to their domain, let them know you’ll transfer them to that team now and that it should only take a few minutes to get that set up. ]

  • Any other questions for me before we wrap up? [PAUSE for response]
  • Thank you so much for your time today, [customer name]!
    • [U.S. ONLY] If you have questions, please don’t hesitate to reach out to us on chat inside your hub— everything else you need will be in my email recap, so look out for that!
    • If you have questions, please don’t hesitate to reach out to us — everything else you need will be in my email recap, so look out for that!
  • If customer wants to create a new email linked to their domain, let them know you’ll transfer them to that team now and that it should only take a few minutes to get that set up.
  • Review Website Design Hub with customer to Include:
    • Show the customer the design hub via screenshare

    • Show customer the "Contact Us" bubble and explain we have live chat available during business hours