How to select a web provider

We often speak with people who are creating requests for proposals (RFP) for web services or in the process of selecting a supplier —and they don't have enough web experience. If you are in this position and have to select a company for web design, development, marketing, or all 3... how do you tell the difference between good and bad suppliers?

The reality is that this industry is in its infancy and there is a wide range of people and organizations that can do this work for you. You should treat this decision like any major purchase: with due diligence. “Fit” is very important , as it is in buying a house or a car. A web site is an investment and your relationship with your provider should be a long one.

What attributes should you consider?

Within this field there still isn’t a lot of formal training available so experience matters.  What are the provider’s credentials?  What is the company background and perspective they bring to each project? Did they evolve from a traditional agency, an IT consultant or a basement hobbyist? As well, be sure to do some research into their portfolios and see if they have built or designed projects of the scope you need.

When looking at their client’s sites, ask yourself if the site is easy to use, appealing, etc.; but keep in mind that a great looking site won’t reveal all. We receive calls from competitors’ clients wanting to change providers because it takes too long to get a return phone call when an update on their site is needed.

So don't be afraid to ask for references. Some things you should ask about:

• Customer Service – Did the provider communicate information in a timely manner? Were they as professional and patient before, during and after the sale?
• Attentiveness – When the reference asked for things did the provider listen and do what they asked? If not, did they have a solid explanation for why another idea would be better? 
• Knowledge – Did the provider have a good understanding of the organization, its brand and site visitors? Did they give the reference a feeling of confidence that design decisions were based on research and expertise?
• Helpfulness – Did the provider help them to understand the technical aspects of web development? Did they explain things based on business rules and in a non-technical way?
• Did they do what they said they would within the determined timeline and budget?
• After the project was completed, did they hear from their provider again? Did the provider provide post launch service and support?

Evaluating the web provider Asking the right questions of the provider is equally important:

• Size – How large is the organization, and does this matter to you? It may be nice to be a smaller vendor’s largest client so that you can demand more attention. But a smaller vendor may not have the stability and longevity you need.

• Locality – Is the provider local? With the web it isn’t necessary to meet face-to-face, but is this important to you? Would distance make business more difficult? You may need to factor travel into your budget.
• Structure – What is their business process or approach to projects of your size? Will they provide a project plan and timeline? How will project changes be handled? 
• Rates – What are their hourly rates? Although costs are always a factor, keep in mind the value of intangibles surrounding the deliverable: structure, trust, customer service, etc.
• Outsourcing - Who will be doing the work? You could contract a job to a local firm, but then discover that the coding, for example, is being done overseas. Although outsourcing is a common practice and not necessarily a bad thing, you should know where your work is being completed. If the provider hides this from you, question why.

Choosing a web provider can be difficult for anyone without experience or knowledge in the field. Differentiating between good and bad suppliers is a process that takes time and effort to achieve the best results. Treating this decision as any other major purchase will deliver favourable results to your company. Remember - if they pass your due diligence and a gut check, there is a good chance they’ll deliver for you.

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