WDS + MSP Bundle | Consult Call
Greeting
- Hi, this is [agent name] from GoDaddy Website Design Services. How are you today?
- Is [customer name] available? [PAUSE]
- I’m calling today for your Consultation Call, which should take about 90 minutes. If you’re not already, it’s probably a good idea to get settled by a computer and have your calendar handy. We’ll be scheduling a few calls and your photo shoot!
If the customer is unable to hold the call
- No worries, we can reschedule. I have [1 to 3 available dates]; will any of those work for you?
- Great! I have you confirmed for [new date, time, and time zone]. I’ll give you a call at [number]. After we hang up, you’ll get a Calendly email reminder for your new Consultation Call, so look out for that.
- Okay, thank you for your time today! Please let us know if for some reason you can’t attend your rescheduled call — our team’s somewhat limited in what we can accomplish without this kickoff conversation together. Remember, you can also upload content and site inspiration to the Media Library before our next appointment. If any other questions come up between now and then, just give us a call.Have a nice day/night!
- [End the call and update the necessary notes.]
- Before we get started, I want to let you know that this call will be recorded and retained for quality and training purposes. Let’s validate your account. Do you have your 4-digit PIN? [Allow customer to validate.]
- Great! First, let's confirm that I have the correct phone number and email address for our communication during this project. I have your phone as [number] and email as [address]. Everything still accurate? [PAUSE]
- Perfect. Just as a heads up, we also have text messaging support for any time you need to reach out to us outside of regular business hours (or if you just need to get in touch on the go).
- Guide customer to text their name and business name to 480-660-0600. Explain the response they’ll receive.
- Today, we’ll cover a lot of material — think of this as our big kick off for all the work we’ll be doing for you. We’ll start with business and brand info, dive into site design, and then we’ll focus on your social ad, photo shoot, and connecting platforms to GoDaddy. All good? [PAUSE]
Build Qualification
Fantastic. Let’s dive into the specifics of your Website Design and Marketing Services Premium plan.
Here’s what we’ll be doing for you:
- Designing a custom website specific to your goals
- Managing SEO and site maintenance, once you’ve published your new site
- Sending you monthly recommendations for your site
- Writing and publishing social posts (FB, IG, and Twitter) and ads (Facebook, Instagram)
- Managing any new reviews (Yelp, Google)
- Sending email campaigns on your behalf
Any questions so far? As a reminder, one of my teammates will be reaching out to discuss your Brand Guide when it’s ready to view.
If the customer purchased Logo Design Services, read through the section below. Otherwise, skip it.
Since you also purchased Logo Design Services, we’ll design a few logo options and send them to you for feedback. We'll get into that discussion more later!
Okay! If you don’t have any questions, let’s get into it. By the way, I’m going to share my screen on Zoom so you can see all the info I’m collecting.
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 Info Tab
Revisit any questions the customer filled out that you think could use more info. If a customer already filled out a question, do not cover it again.
- Business name
Can you confirm the spelling of your business name, please? - Industry
What industry would you consider yourself a part of? If this is obvious, like a restaurant, just ask the customer to verify that they’re part of that industry - Domain name
Do you have a domain name you’d like to use for this project? If so, what is it?
Do you have a current website?
What is the domain name?
Is this domain your current website?These questions are in the Agent Header worksheet — where you’ll fill out the answers. - Brief description
Tell me a little bit about what you do and how you got started. Be sure to take accurate notes here — Marketing Services folks need clear answers to both questions. - How long have you been in business?
- What’s your business most known for?
- How big is your team?
Go back to the DCT - Select all the ways you currently do business
How do you do business — selling online, in-person at a store? Online only? A combination? - Local areas you serve
What local area do you serve — a certain city or a county, a state? - What are 3 to 5 key terms, services, or products you want to focus on promoting?
- What sets you apart from your competition?
- What is the main goal of this new site we’ll be building for you?
Example: more sales, email subscribers, a new look, etc. - Reference sites
Are there any sites online that you’ve seen that look like what you’d want for your new website? If so, we can look at them together. - Target audience
How would you describe your target audience — the people you want to reach online? Can you tell me about their age, gender, or what they like to do?These next questions are in the DCT Marketing Services Tab. - Can you walk me through what it’d be like to visit or shop at your business?Only ask if a customer has an existing website. If not, skip ahead to the next question.
- Are your [services/products] up to date on your existing website?
Skip if you asked the prior question. - Do you have a list of all your [services/products] that we could reference?Now we have a few platform-specific questions.
- Community Management
Let’s chat about the voice of your business. When we respond to reviews or comment as you, we’ll use the plural “we,” like “we have appointments.” Is that okay, or would you prefer the first-person, like “I have appointments”? - Pronouns/Gender
Do you have a preference between he/she or they in comments and reviews? Some customers have a strong opinion. If you have a team of more than just you, we usually recommend the plural “they”. However, we can use any of the following options:- I/my/me
- We/our/us
- She/her/her
- He/his/him
- They/their/them
- Review Sign-Off
For Google and Yelp, to be able to publish responses to reviews, I’ll need the first name, last name, and business title of the person signing off on your reviews. Will that be you or someone else? Collect first name, last name, and title. (Ex: George W., Owner) - For Health & Wellness and Spa & Salon customers, ask this HIPAA question. Otherwise, skip.
Can you confirm whether your business requires HIPAA compliance? This will ensure we’re taking the appropriate steps to represent you in your posts and review responses. - Is there anything specific we haven’t covered that you’d like to be sure we market for you, like sales or new customer specials?
- What about anything we should steer clear of when marketing for you?
We do not post religious or political content, as part of our best practices, unless by customer request. - Hours of operation
Let’s talk business hours. When are you open? Do you want to display your business hours? We recommend showing these hours on your new website, social media, and your review pages. Is that okay with you? - Do you want to display your business hours?
We recommend showing these hours on your new website, social media, and your review pages. Is that okay with you? - Contact information
Does the business have a phone number or an email address that’s different than what you shared with me earlier? If so, capture this info. If not, copy what they’ve already given us into this box. - Social media accounts
Okay, let’s check your social media accounts. Can you confirm the URL for your Facebook page? If the customer has pages already set up, check the link for each platform. - Business address
Let’s confirm the address we have on file for you, too. Where is your business located? We typically recommend listing that address on your social media and website, especially if you have a business that’s a brick-and-mortar store. Is that okay with you?
Great. We’ll use all of that info to frame how we write and design your website and content like social media and emails. You’ll be able to see this put into action in your Brand Guide over the next few days.
Branding Tab
All following questions will be on the DCT Branding Tab - no Agent Header worksheet in this section.
We’re officially going to focus on your brand and website build for the rest of our time together.
- Brand Personality
How would you describe your brand’s personality?- Essentially, we just need a few words or phrases to describe your business. We’ll use these words to frame how we write and design content for you. Maybe you want to sound more formal, or more laid back... we’ll build that “personality” into your site and marketing.Examples include: casual, formal, sophisticated, serious, playful, edgy, modern, down-to-earth, girly, outdoorsy, approachable, exclusive, comforting, gentle, etc.If the customer is still struggling
Remember, these words aren’t set in stone — they’re just a place for us to start. When you see your Brand Guide preview, if something doesn’t feel like a good fit, we can always make changes.
- Essentially, we just need a few words or phrases to describe your business. We’ll use these words to frame how we write and design content for you. Maybe you want to sound more formal, or more laid back... we’ll build that “personality” into your site and marketing.Examples include: casual, formal, sophisticated, serious, playful, edgy, modern, down-to-earth, girly, outdoorsy, approachable, exclusive, comforting, gentle, etc.If the customer is still struggling
Before the call, you’ll check whether the customer has purchased Logo Services.
If they have Logo Services, skip the next question.
- Do you have a logo?
If the customer has already uploaded a logo, you should be able to see the file. Verify we have it.
- Do you have colors or fonts associated with your business, like in your logo or other marketing materials?
Capture info about colors and fonts in respective fields in DCT.- Would you prefer a darker or lighter website — dark and moody or light and airy?
- What colors are associated with your brand that we can use for your website and marketing?
- What about fonts — would you like our designer to choose something, or do you have a preference?
Logo - only read for Logo Design Services customers
Let’s take a few minutes to focus on the new logo we’ll be designing for you.I have your business name as [read back business name] and you chose [color preferences from earlier]. Is that what you’d like in the logo design, as well?Are there any logos you’ve seen in your industry or otherwise that you like? We can take inspiration from any references you give us.
If the customer needs to see examples, reference ourlogostudio.com while screensharing.
From here, we’ll create three logo options and email them to you. Those will be ready [5 business days from now]. Once you receive that email, reply and tell us which one you like the most! We’ll use that logo on your site. You can also give feedback on our next call, too.
Fonts Tab
All following questions will be on the DCT Branding Tab - no Agent Header worksheet in this section.
We’re officially going to focus on your brand and website build for the rest of our time together.
Let’s start by looking at some site templates that I think would work great for your business based on what you’ve told me so far. Review site templates with customer.
Website Details Tab
Now we’ll go through individual site elements. Let’s start with your home page.
- Home/Header
We recommend keeping your Home page simple and easy to navigate — we’ll include your logo/business name and your links to other pages.Recommend one or more based on your understanding of the customer’s needs.I’d recommend adding [your phone number/ social media links / a call to action button encouraging your customers to ____ / a search bar so your customers can quickly find the product they’re looking for]. What do you think? [PAUSE]Fantastic. We'll design the header to suit your logo, pages in your menu, and the header elements you’ve selected, while keeping your goals and performance in mind. - Hero Image
Next is your hero, the main image on your site. After your photo shoot, we could use one of those images. Until then, is there an image you have in mind? We can also choose something from our stock library. [PAUSE]
If the customer has the photo ready
Can you get that uploaded to the Media Library? I’ll review the sizing to make sure it’ll work well.
If the customer wants to use a stock image
Perfect! How would you describe the type of image you want? This will help our designers find the right choice for your hero image.If the customer wants to use a video
A video on a homepage can negatively affect your website’s performance, so we strongly advise against it. When people are on their phones, video is harder to load on mobile browsers, and speed is crucial when you’re on-the-go.We can always add a video to an interior page! I recommend placing [name of video] on [name of webpage] — what do you think? [PAUSE]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.Excellent! We’ll place [name of video content] on the [name of webpage].Must do step: Capture the name of the webpage the customer wants to place video. Ask any specific design questions: Does it need additional copy? Is the video coming from a video streaming platform like YouTube or Vimeo?Now, for the hero image, on the homepage, do you have an image in mind or would you like for us to choose something for you? [PAUSE]If the customer is persistent about using video on mobile and desktop version, despite the website performance impact, explain the following.I understand that your video is important to your homepage. We want to incorporate your video the way you want it.I’ll make a note to our builder that you still want to include [name of video] on the homepage, and that you understand how this will impact your website’s performance, and you understand it will take your site longer to load on mobile. Sound good? [PAUSE]If the customer chooses not to take our recommendation about video placement on the homepage of website — do not force it. Include customer’s request in builder note. Add note to builder that customer is requesting video on homepage, even after knowing this can impact their website performance.
- Footer
Now let’s talk about your footer at the bottom of every page. We recommend contact info and other important details like your hours, social media links, logos of companies you work with, awards you’ve won... things like that. Since you have email marketing as part of your Marketing Services, it would also be a great idea to add an email sign-up form. That way we can start collecting subscriber email addresses so you’ll have a larger audience to send messages to. We could say something like “Sign up to receive news and discounts from us.”I recommend choosing [an email sign-up form and … ]. What do you think?
We’re about to get into specifics about your pages, so I have one last question about your products to understand the functionality you’ll need.
If the features the customer needs requires a plugin, make sure to review the PLUGIN WORKSHEET for required information.
Site Content Tab
Let’s pivot to your site content. Here's what we’ll be building for you: [list pages]
Does that all sound right? [PAUSE]
Almost all customers will need to answer the copywriting questions in the design tool. Choose the situation that most readily applies, and then walk them through the questions. Use the information they’ve already given us to help validate information, instead of asking questions again. Copy over what you can to reduce this section to 10 to 20 minutes.
No existing site or copy
No worries, I’ll ask some additional questions to help our writers.
Existing site
We can use the copy on your current site, if you’d like — our writers will polish it up for you.
If the customer has content ready to go
So glad you have that ready! I just have a few other questions to ensure our writers are fully prepped.
If the customer has copy ready, but needs to find it
No worries. In the meantime, let me see what we need to ensure our writers can get started. As soon as you send that copy over, we can add it in to your draft.
If customer wants to wait
No worries. We’ll put a pause on any copywriting for a week. If we don’t hear from you by then, our team will use our answers from today to pen copy for you.
Do’s and Don’ts
Before we wrap up this portion of our call, is there anything you want for your site that we haven’t covered? [PAUSE]
On the opposite side of the spectrum: is there anything we haven’t talked about that you definitely do not want on your website? [PAUSE]
Note answers in the DO THIS and DO NOT DO THIS sections.
Payments
- During our revisions call we can help set up your payment processor so you're ready to collect payments when your store goes live.
- Do you have a payment processor now?
- I’d love to tell you about GoDaddy Payments. This is an easy option to accept all major credit and debit cards online or in person. We/I can help you get set up in minutes and there’s no charge to get started.
- With GoDaddy Payments, you save with competitive rates on your transactions.
- Reduce the need to reach out to other companies when it comes to questions around your payments.
- Okay, good to know, roughly how many transactions do you do per day? Do you know the dollar amount of those transactions? For Example, if your average transaction is $20 and you do 20 transactions/day you could save anywhere between $500 and $1200/year. (Can use Cheat Sheet to use savings calculator).
- With GoDaddy Payments, you save with competitive rates on your transactions.
- Reduce the need to reach out to other companies when it comes to questions around your payments.
- GoDaddy Payments is an excellent option to use for your payment portal because it's an easy application process, and you'll have all your items here with us. I'll send you an email with some more information and an application. If you get signed up before our next meeting we can ensure it gets connected to your site.
[Remember to update the GD Payments tab on the Jira ticket]
We’ll also help you set up shipping (USPS or UPS) and tax information ready by that time. I will be sending all this information & instructions for you in an email after our call today.
- Our designers use the information you provide today about your business, target audience, and branding to create a unique website that captures your vision and your business personality.
- We’ll send you an email to preview the initial draft.
- That email also includes a link to let us know how we did.
- There’s also a document you can download to organize edits before we meet again.
[PAUSE for response]
Site next steps
Once we have a site draft ready, we’ll send it to you. Let’s schedule some time to review it together. Do you still have your calendar handy? [PAUSE]
We will get to work on your website on [date of send] Your website rough draft will take [enter number of business days based on build size]. Let's schedule our review call for [date of review call].
Review dates with the customer, offering times as soon as possible.
Let's take a quick minute to tour your design hub where you will find all the information regarding your website build and where you can view your build progress.
Keep in mind: we’ll add your photo shoot images into your site once they’re done being edited. In the meantime, we’ll still be working and reviewing your site design together.
Of course, you can always email thoughts over before our scheduled time and we can walk through them together on our call on [date].
By the way, I’ll send a big email after this call with all this info. No need to take notes right now!
That wraps up everything for your website. All that’s left is to set up your ad, schedule your photo shoot, and connect your platforms to our systems.
Photo shoot
Take additional notes for this section in the Agent Header worksheet.
You’ll need to go to the Photo Shoot Jira issue, which is linked to the Website Jira issue. If for some reason it’s not linked, use the Shopper ID Jira filter search to find it. The Photo Shoot issue has a camera icon.
The goal of your photo shoot is to showcase your brand, products and services in a way that will connect you with your customers. Once your photographer arrives, shoots take about 2 hours.
Here’s what to expect:
- Your local photographer will come to the address you’ve given us and use a guided list to capture a variety of shots. The best photo shoots happen when you already have a few ideas and work with the photographer to bring those ideas to life.
- Before your photo shoot time, walk through the location you’ve chosen to make sure it looks the way you want it represented in your photos. Keep in mind staff, props, and products you’d like to highlight. Everything should be ready to go once the photographer arrives.
For any questions day-of, or if you need to cancel or reschedule your photo shoot, give us a call.
Okay, let’s get you scheduled. Try to pick a time when you won't be swamped, giving you and the photographer the most flexibility. We could do [5 days away] or [6 days away]. Could that work for your schedule?
Collect 3 dates for customer availability. After scheduling date and time, jump to gathering their address.
If a customer says they’re not ready:
Completely understand. That said, we really do recommend having the photo shoot ASAP. We find that business owners that get their photos back earlier get more out of the service than folks who wait.
Remember, we’re trying to capture your business as it is day-to-day, so you’re not under a ton of pressure to make everything perfect. People like photos that feel authentic to you, and that’s exactly what we’re trying to capture! With that in mind, do you think we could get something on the books for next week?
Collect 3 dates for customer availability. After scheduling date and time, jump to gathering their address.
If customer has photos they want to use now:
We can use any photos you upload to your Media Library, and I’ll include info on how to do this in the follow-up email I send after our call, okay?
If customer has a timeframe, but wants to delay:
What timeframe do you have in mind? We want to be sure we can use your photos for marketing and your site, so I’ll make a note to reach out to you around [date] to schedule, okay?
Gather the customer’s address for the photo shoot.
As far as locations go, most people take photos at their place of business, but some customers prefer a work area or studio at home. Remember that we’ll want to focus on the products, the team, and your services.
Where would you like to have your photo shoot? Prompt customer for name and address.
To confirm, that’s [repeat back name and address] — correct? [PAUSE]
Capture any landmarks or reference points mentioned to help photographer find the location.
- Is the photo shoot location an office or residential location?
- Any access or gate codes we should know about?
- Who should the photographer ask for when they arrive?
- Is there a specific area of focus for this photo shoot?
- Is your business currently operating in a way that might impact the photo shoot?
- Masks, curbside only, etc.
- Any other special instructions you’d like us to pass along to your photographer?
Okay, I’ll share these dates with our production team, and they’ll get it scheduled for you. Keep an eye on your inbox for the exact date and time — that’s where we’ll contact you!
If customer opted into SMS
We’ll also send over a text reminder to [phone number listed] 3 days before the photo shoot.
Any other questions? If not, then we’re ready to connect to your platforms.
Now for your Facebook and Instagram ad.
Direct customer to Digital Ads page in their W+M dashboard.
Since we’re working on [building/updating] your site, I recommend starting off with a reach ad. Reach ads help your business get in front of more people, and we can target them to a specific audience. When your site is all done, we can change it over to a traffic ad and drive people to your website.
Great! Now we’ll talk about what to feature in your ad. That could be:
- A product or service
- A long-term promotion (like 10% off for your first visit)
- Anything that would attract someone to your business
To get the most out of our testing methods, this ad is not meant to be changed frequently.
Based on what you’ve told me, it sounds like [make recommendation for ad topic based on info from the call].
If customer seems unsure about what to put in the ad
To help ensure you are getting the most out of our service, I can have our creative experts take a look at your business and create a social ad for you. We’ll email you a preview of the ad when it’s ready. After you receive that email, we will start running it on Facebook and Instagram in 3 business days. However, before the ad runs, you can request an edit by replying to the preview email, and we’ll edit it for you.
Okay, last step! We can’t link to your site just yet, but do you want to include a different link in your ad? This isn’t necessary, but if there’s somewhere else you’d like to send your audience, we can do that.
If customer wants to include a link (but not use their website), you can recommend putting a link to their Facebook or Instagram page. Help customer finish ad campaign.
You’ll receive an email preview of your ad in a few business days, and you’ll have 3 days to let us know if you want us to make any changes.
You’ll track how your ad is performing in your dashboard, and your Account Management team will regularly review results with you. Any questions?
Perfect. Let’s move to our last piece before I connect you to our Platforms team: setting up your photo shoot. That's the last thing that I’ll be covering with you directly! Now you’ll chat with my colleague, a member of our Platform Operations team, so they can set up your social pages.
Platform connections
Perfect! The last thing we’ll do on this call is connect your social platforms to GoDaddy’s systems. A Platform Specialist will take over from here to help you.
Before we wrap up, do you have any questions for me? [PAUSE]
Okay, I’ll send you a follow-up email after our call today, and it’ll include everything we talked about today and next steps. Thanks so much for your time! It’s been a pleasure getting to learn about you and your business.
Let me connect you to our Platform Specialist now.
And by the way, in that email recap will be a short survey about your experience with me during the consultation. You will also get a short survey asking you about your first draft 1 day after you get your website. It would be great to hear your feedback.
Transfer call to x59357 and invite Platform Specialist to Zoom call. If the customer isn’t ready, schedule a follow-up call using the Platform Operations Calendly link.
Social ad