Every week a business owner somewhere in Surrey discovers that they do not own their own website, or cannot change their phone number on it without paying someone, or that the beautiful new site lost the Google rankings the ugly old one had. None of that was bad luck. It was the result of questions not asked before the deposit was paid. These are the nine we would ask if we were on your side of the table, with what a good answer sounds like and what should make you walk away.
1. Who will own the website, the domain and the hosting?
You should. The domain name registered in your name or your company’s, the hosting account in your name, and the site files and content yours to take elsewhere at any time. Some designers register the domain themselves “to make it easier” or build on a platform where you rent the site month to month and can never export it. Either way, you are locked in. Good answer: “Everything is in your name. Here is what you get if we part ways.” Walk away: any hesitation about handing over the domain.
2. What will it be built on, and why?
There is no single right platform, but there is a right reason. WordPress suits most small businesses because it is widely supported and you can take it to any other developer. Site-builder platforms can be fine for simple sites, as long as you understand the monthly cost and that the site cannot leave that platform. A custom-coded site is rarely justified for a small business. Good answer: explains the trade-off in plain terms and relates it to your business. Walk away: “our own proprietary system”.
3. Will my own staff be able to update it?
Changing hours, adding a staff member, posting a news item or swapping a photo should not require a developer. Ask to see the editing screen, and ask how long training takes. Good answer: “Yes, we will show you how, and here is a short guide.” Walk away: every change goes through them, at an hourly rate.
4. Who writes the words, and who supplies the photos?
This is the number one cause of website projects that run months late: the designer is waiting for content, and the client thought the designer was doing it. Decide up front who writes each page, who takes or buys the photos, and what the designer will do if content is late. Stock photos of smiling call-centre staff make a Surrey plumbing company look like every other plumbing company; real photos of your team and your work are worth the afternoon it takes to get them. Good answer: a clear content list with names and dates against it, and an offer of copywriting if you need it.
5. What happens to my existing Google rankings?
If you already have a site, some of its pages rank for something. A redesign that changes the page addresses without redirecting the old ones, drops pages, or loses the titles and headings that were working can wipe that out overnight. Good answer: “We will list every existing URL, redirect each one to its new equivalent, keep what is ranking and check Search Console after launch.” Walk away: a blank look. Our article on web design mistakes that harm SEO lists the specifics.
6. How will it perform on a phone?
Most of your visitors are on a phone, often standing outside, deciding whether to call. Ask to see the designer’s recent sites on your own phone, and pay attention to how fast they load and whether the phone number is one tap away. Ask about Core Web Vitals, Google’s speed measurements; a designer who has not heard of them is not building for search. Good answer: shows you real sites and real speed scores.
7. What is the timeline, and what usually delays it?
A straightforward small business site takes a few weeks to a couple of months once the content is in hand. Ask what the milestones are, what you have to deliver by when, and what happens if either side is late. Good answer: a schedule with your deliverables on it, and an honest “content is what usually delays things”.
8. What is not included?
The quote covers design and build. It may or may not cover: writing, photography, the logo, hosting, the domain, email setup, the privacy policy and cookie notice, the Google Business Profile, ongoing updates and security patches, and changes after launch. None of these are unreasonable to leave out; leaving them unspoken is the problem. Good answer: an itemised list of what is and is not in the price, and a figure for what maintenance costs after launch.
9. What happens after launch?
Websites need updates to their platform and plugins, backups, security monitoring and occasional fixes. Ask who does that, what it costs, how quickly they respond when something breaks, and what the exit looks like if you want to move on. Good answer: a maintenance plan with a response time, and a clear statement that you can leave with your site at any time. Walk away: “it just runs itself”.
Two more things worth checking
- Look at three of their recent sites, not the portfolio page. Are they still live? Do they load quickly on a phone? Has the business kept using them?
- Ask for a client you can phone. Ask that client one question: “Would you hire them again?”
This is also the standard we hold ourselves to. Our website design page describes what is included in our builds and what you own at the end, and if you want a second opinion on a quote you have already received, we are happy to give one.
Questions Surrey business owners ask us about web designers
How long does a small business website take to build?
Most take six to ten weeks once the content is in hand. The build itself is not usually the slow part; waiting for text, photos and approvals is. Agree on who supplies what and by when before the project starts and it will finish on time.
Should I use a local web designer or an overseas one?
Either can do good work. The practical differences are communication in the same time zone, knowledge of the local market (a site for Surrey and Langley customers should read like it), and someone you can meet if things go wrong. Whichever you choose, the ownership and after-launch questions above matter more than the location.
Do I need a new website or can the old one be fixed?
If the old site is slow, does not work well on a phone or is built on something no longer supported, a rebuild is usually cheaper than patching it. If it works and simply looks dated, a refresh of the design and content on the same platform can be enough. A designer who looks at it before quoting will tell you which.
Will a new website get me more customers?
Only if people can find it and it persuades them to call. Design is one part; the words, the speed, the local search setup and the Google Business Profile are the rest. Ask the designer how the site will be found, not just how it will look.
What should be on a small business homepage?
What you do, where you do it, why someone should choose you, proof (reviews, photos of real work), and a phone number and contact form that are visible without scrolling on a phone. Everything else can live on inner pages.
Need a hand with your IT, phones or website?
We look after IT, phone systems, websites and marketing for small businesses across Surrey, Langley and Metro Vancouver. Call 604-375-2629 or send us a message and tell us what is going on.