The purpose of the test was to experiment with different marketing messages, and then see which message did a better job of convincing visitors to submit a quote request. Barney’s is a print brokerage business and their website is designed to generate leads.

We’ll look at the details of how to run a split test in a moment, but first I want to talk about the changes that we made and the outcome that took place. Our experiment involved coming up with 3 alternative headlines to place on the homepage of the Barney’s site. We also experimented with alternative placements for the lead generation form that prospective customers use to make contact.

As you’ll see from the pictures below, we ultimately moved from a “brand” based headline to “benefit” based headline and we bought the lead generation form to the front page. The result was a 183% increase in the number of leads generated by the website. Prior to the test, approximately 2% of visitors would register their interest in buying printing services, and at the end of the test this number had moved to between 5 and 6%.

Original

New

This was an incredible increase in leads for small business that relies heavily upon the Internet for new business. I think is worth noting, that Garry, the owner, is an astute businessman, who has spent many years streamlining his business and marketing processes. Indeed the website, created by another firm, was the recipient of a design award. What I find it fascinating that such a significant improvement was achieved with relatively minor website changes.

The magic is in the testing.

So what is split testing? In its simplest form, it is the process of devising multiple variations of your sales message, and in the case of the Internet, using software to randomly display these variations to different users as they visit your website. The software used to run a split test is reasonably intelligent, in that it will generally display the same test variation to a specific visitor if they visit the website on multiple occasions. The result is visitors are generally unaware they are part of a test.

The goal with testing is to find which variation reliably produces the best sales outcome. In our experience, especially when testing a website that has not undergone previous tests, an increase in sales or leads of 20% or more is common.

I personally regard a willingness to test as key indicator that the person I’m talking to is a professional Internet marketer. Testing requires a degree of humility because you acknowledge that you don’t know what sales message will generate the best result.

I can certainly testify, that in our own Noble Samurai business we’ve seen sales increases in the order of 200% through a series of split testing campaigns. Now I need to be clear, we have executed a number of tests that yielded no improvement, in fact this 200% increase in sales has required approximately 10 split test campaigns. However it’s been well worth the effort, with an estimated increase in revenue of conservatively $1.5 million pr year.

Testing can be do any time you ask a visitor to take specific action. For example, when you ask a visitor to fill in an online enquiry form, to buy something from you, or register their interest. Just about any measurable action can be tested.

So what are some of the benefits of testing?

Well apart from the obvious increase in sals it is worth noting the following benefits.

• Large Profit Jumps – most businesses can expect a large profit increase with even a modest increase in sales. This is because for most businesses, overhead costs don’t change a great deal as sales volumes increase.
• Advertising Become Affordable – as the performance of your website improves (we refer to this as improving your conversion rate), you’ll get more response from the advertising that drives traffic to your website. Many business owners report that advertising which previously was unaffordable becomes profitable as a result of the testing work they’ve done to increase the conversion rat on their website.
• Increased Affiliate Sales – for those businesses marketing themselves via affiliates, an increase in conversion will make your offering more attractive to affiliates who are paid a commission on sales they generate your website.

What should I test to increase the sales or conversion rate of my website?

The following is a list of common aras to focus on when devising a testing campaign:

• Big Changes – moving from a long form sales letter to a video sales message is an example of a large change. Typically you will want to test a range of largely different sales approaches, pick a winner, and refined from there.
• Focus on Benefits – most websites make the mistake of talking about the features of their product or service rather than the benefits. Simply altering the words in a key part of your website (e.g. headlines of your high traffic pages), to change the focus to benefits, will generally yield a significant jump in conversion.
• Use Some Known Human Influence Factors – authors such as Robert Cialdini have studied the field of human influence in depth. It turns out that there is a relatively small set of techniques that humans use to influence one another. From the perspective of writing a sales message some of the key influence factors include:
  • Social proof – showing how others have benefited from the use of your service or product, e.g. testimonials, data feeds from social media.
  • Scarcity – creating the situation where people will miss out if they don’t act quickly.
  • Specific Claims – is has been shown that specific claims will typically outsell vague or general claims by a good margin.
  • Risk Reduction – tactics such as offering an unconditional money-back guarantee has been shown to greatly increase purchase rates. In almost every case a money-back guarantee will yield a higher profit, even when the cost of product returns is considered.
• Clear Claims – finally, many websites are overly cluttered and the core sales message is drowned out by competing priorities. Simply by deciding what the primary action you wish your customers to take, and focusing the structure and sales message of your website around this, you will boost sales.

So how can implement a split test campaign?

In order to implement a split his campaign you will need to make use of testing software and have someone with basic development skills execute the test. We recommend, and primarily use, Google’s “Website Optimizer” testing software. I’m also quite fond of reedge.com although their software, unlike Google’s, requires a paid subscription.

In most cases the technical work to implement split test is simple. We’d be happy to help, and generally speaking, our testing campaigns cost less than $2000 to run. If your website is a core component of your business, it’s small, once off investment for a potentially large, ongoing gain. Alternatively if you already have a web developer, simply direct them to read the documentation for the software you choose to use.

Any other resources should I look at?

I’ve written a four-part blog post series over on the NobleSamurai.com blog all about conversion. As part of that series I give away my personal website conversion checklist that you can use. For those really interested I also suggest marketingexperiments.com as a fantastic resource.

More and more people turn to the web to find instant solutions to their problems and in its basic form, as a search engine, Google has hit directory businesses hard. To rub salt into their wounds they have also taken over the typical directory function by giving web users Google Places.

The future is Google Places

Google Places, which was formally Google Local Business Centre, enables business owners to provide location details, opening hours, photos, coupons, web site links and logo to name a few. Customers can also add reviews and the business owner can promote things like special events. It is clear to see that paper directories can not compete with this type of exposure. Couple all this with Google maps and customers can see exactly where you are and what your business looks like.

Yellow Pages are fully aware that they are no longer relevant, even the strategic communications manager at Sensis, who owns Yellow Pages, said that Yellow Pages is really for:

“small businesses who may be time-poor and don’t always have the necessary expertise in marketing and advertising”.

Stephen Ronchi — Sensis

Pretty clear that they are trying to pitch to businesses that are not that technically aware. Google makes this so easy that that is no longer a barrier.

Smarter directory operators, including the likes of a client of ours dLook.com.au realised long ago that their service is effectively to create mini websites for clients that rely less on their traffic inside the site and more on pulling traffic from Google and to their customers. Indeed, it is the self service or low cost service of dLook and others in the market that make them competitive.

Interestingly Google pulls information from third parties, including Yellow Pages to create a basic profile. They want your input though and any information you give to Google will replace data from third parties.

The best bit is that Google Places is free. You can pay to get a featured ad but the free option puts you far and beyond what you would get from a traditional directory, in print or on-line.

Registering your business with Google Places is a few simple steps but it is best to compile all your business information for your profile before hand. If you need help with registering your business, we can easily provide that service.

Google Analytics

There is one thing that I haven’t mentioned yet and I think this is a big deal. Google Places also gives you stats! If you use Google Analytics then you will understand how much of a leap this is for the simple business directory. Having stats enables you to see exactly what people are doing, what they are clicking on and what they searched for. Admittedly these stats are not very full featured but they enable you to refine your business listing around the keywords that people are searching on.

If you offer wireless internet at your café and see that people are searching for “Internet Café Wireless” and viewing your profile but not converting then you know you need to add that information to your listing. You could also create a coupon, give specials and target specific groups.

Google also seem to be expanding the analytics feature as some countries allow you to see where people are searching from, how many are coming from those regions and allow you to define service areas, great for small businesses.

Gone are the days of a small ad in a directory, this is a fully featured, interactive profile that customers can rate and comment on and that you, as the business owner, can at any time change and refine.

Getting the Best from Google Places

This is all quite new from Google so it makes sense that they want to be able to promote this service with fully complete business profiles. It appears that Google is giving preference to businesses that complete their profiles so it is in your best interest to give as much information about your business as possible.

Encouraging your customers to provide reviews also enables you to get the best exposure. This is two fold because people find more value in reviews that are relevant to them and because Google will want to put forward richer profiles.

At the moment business listings are found through maps.google.com or locally through local.google.com. A smaller result can show up in the main Google search results. In these cases the phone number and contact details are prominant, along with a small amount of descriptive information. Listings in the main Google search engine are triggered by location keywords. For instance the term “Alliance Software” would not show our business listing but “Alliance Software Melbourne” would. With each listing you can click the link More information and it takes you through to your full profile.

Again, registering is easy. Give it a go.

Help and Information

It is important that you do not try and add information where it is not supposed to be. If in doubt, Google has the answer. You can read the Google Places quality guidelines to ensure that you will get your business listed. They are clear in what they allow and what they won’t. There is also a comprehensive help section in the Google Places User Guide

W3schools.com recently released a fun visualization, showing what browser software people are using – including historical web browser usage over time. It’s a fascinating one page snapshot and you can find it here:

http://www.axiis.org/examples/BrowserMarketShare.html

Top 5 Browsers by Market Share:

1. Firefox (47.40%)
2. Internet Explorer 7.0 (15.10%)
3. Internet Explorer 6.0 (13.60%)
4. Internet Explorer 8.0 (10.60%)
5. Google Chrome (7.0%)

Combined, Internet Explorer 6.0, 7.0 and 8.0 account for 39.3% of market share.

(Source: W3schools.com’s Historical Browser Statistics, August 2009)

Web designers will rejoice at the shrinking size of Internet Explorer users – with Internet Explorer 6.0 in particular steadily shrinking from 24.0% to 13.6% between August 2008 and 2009.

The reason this is significant is because Internet Explorer 6.0 creates some tricky technical problems for web designers. This is due to the fact that Internet Explorer 6.0 does not display certain types of formatting (CSS) in a way that is consistent with other browsers – so designers need to dig into their bag of programming tricks to make sure websites look, and work, the same in Internet Explorer 6.0 as they do for other browsers.

Big movers-and-shakers of recent months have included Internet Explorer 8.0 – growing from launch to 10.8% market share within 8 months; and Google’s “Chrome” browser – which now accounts for 7% of the browser software market.

Does your web developer understand the differences between the way sites are displayed in some types of browsers? Alliance Software’s web developers do. Click here to talk to us about your web-site.

Every week, I have the opportunity to discuss potential website development projects with clients. I regularly have the opportunity to debate the merits of ideas ranging from the brilliant to (in my view) the bizarre.

Furthermore, as a web development business, we’ve been privileged to work on some great successes. Our own Market Samurai is, as I write this, about to pass the 100,000 user mark (thanks again to the genius of Eugene, Brent & the dev crew). Other examples include clients like Theo & Meg of dlook.com.au. I hold them in high regard for creating an online directory that attracts tens of thousands of visitors daily and services a large and growing paid client base (especially as their initial business model for the site failed). It’s also exciting to see the growing success of the Sustainable School Shop and ‘member only’ projects like Grain Assist or FraudWatch.

Unfortunately, I’ve also seen my share of failed website projects. I’ve seen entrepreneurs in the business coaching space sure they’d fill large rooms for their seminars after spending $20,000+ on promotion and fail to sell a single ticket. We’ve built accommodation directories that were initially full of paid up members, but because the members didn’t get bookings, they left and forced the service to close. I’ve seen hundreds of thousands spent on a start-up social network that now sits idle.

The thrill of success is incredible. I recall during the early marketing campaigns for Market Samurai looking in the bank account and wondering how all the money got there (truly a unique moment in life). Just as real is the bitter pain of a failed project. It hurts the wallet and deflates the spirit (often slowly and over time). So with a coloured history of success and failure, I thought I’d write a list of suggestions, that in my view, are ways a would-be online entrepreneur can maximise the chances of success in their online business.

1. Start with the market, not your product.

To often I’ve seen would-be entrepreneurs beaver away to create a better mouse trap only to discover the market doesn’t care, or the competition is too fierce, or the cost model is wrong. Why not instead start with the market itself, with an assessment of market demand?

Talk to prospects about what you’re thinking of offering (online via forums or offline), put up a basic website as a demonstration or proof of concept if you can. Then invite visitors to give feedback in return for something free. Start building a buzz around your product and convince yourself you can attract visitors.

Instead of starting with the development of a product, why not start with market research? Then when you’re convinced the market is a winner, build a site to attract traffic. When you have regular traffic, try and sell them something (maybe an affiliate offering). Then, when you know you can make money in your chosen market, you’ll have complete confidence to build your ‘widget’, your better mouse trap.

Indeed, product development is time consuming, so you probably only have time to develop a single product. However, a market test like the one above can be done quite quickly and for simultaneous products. Why not use the market to find winners (e.g. niche markets where people will buy) before you go developing a product?

2. Beware the need for Critical Mass.

Entrepreneurs routinely underestimate what I call the ‘first to the party’ problem. Nobody likes to be first to a party in the real world (unless the food is amazing) and the same is true online. So if the value proposition of your website is that people can interact with each other, you need to think seriously about how you’ll attract a critical mass up front.

Lets say you’re building a new niche online social network (or even a simple forum for that matter). What will the first visitor who arrives and sees that ‘nothing is happening’ think? What will they do when they can’t ‘be social’ until someone else arrives? Obviously they’ll leave, and probably for ever. I’ve seen well built social networks fail because despite attracting visitors over over time, they never had the critical mass of users active at one time for the community ‘experience’ to be real to any one visitor.

So what’s the solution? Well, one (bad) option is to simply fake the party (e.g. setup dummy user accounts and pretend to be lots of different people). Two better options I think are:-

1. Start private – here you find a way to build up a list of loyal followers in your niche (maybe via a blog or free give away) and then invite these folks to be founding members of a private network and offer them special benefits.
2. Make being social optional – build your site or project in such a way that users get great value even if they’re totally alone. Include social functionality, but do it such that it’s the ‘bonus’. This way the community will grow over time, but users have a great experience even if the social component is still just warming up.

One large client failed up front, despite spending millions in advertising to gain critical mass. Then, with the budget all but gone, figured out a whole lot about search engine optimisation. They learned how to get their few paying customers great Google rankings and converted their business to one where a single user (in their case a business customer paying for a listing in their directory) could have a great outcome (a good Google ranking).

3. Don’t blow your budget up front

Regardless of how much planning you do (and I’m totally in favour of proper planning), as soon as you release your new website to your users, you’ll realise that changes must be made. In every case I’ve seen, your users will demand a feature you didn’t think important enough to warrant initial development. If you’re out of money, you’re in serious trouble. I’ve seen great projects fail because the Entrepreneur spent all their funds up front, and when system enhancements were needed the bank account was empty.

Entrepreneurs often assume a website must be perfect or complete before being launched. I differ passionately. We advise clients to launch the “minimum functionality required to be useful” and then consistently ask their customers “what do you want most next”. This line of question will lead to building an offering customers truly desire.

4. You can’t ‘abdicate’ your marketing responsibilities

I’m aware this suggestion may be a little controversial and may put off potential customers looking for help in online marketing. You be the judge…

If you run a simple online brochure or an ecommerce website that’s a sideline to your business, you can outsource the search engine optimisation or pay-per-click campaign no problems. I also think that you can and should outsource a range of the day-to-day activities that form part of a large online marketing campaign.

The catch is, in my view, that whilst you don’t have to do the grunt work and it’s smart to use specialists to help, I strongly believe that the business owner or their key staff must play a definitive role in setting the marketing direction. Marketing specialists and advisors are there to help give legs to your marketing vision, to communicate the key points of difference you offer and to put in place processes that will work within your business.

If you don’t play a part and give at least high level strategic oversight, you or your company will lose it’s voice.

You can see on this website that we offer a range of marketing services (and they work!), but they work as part of an overall marketing plan that the customer is deeply involved with and committed to.

Even if you use copywriters (again a good idea) it’s your role as the client to ensure that the way they talk about your business is both right and suitable to your customers (whom you know best). You can outsource search engine optimisation and web development, but remember, it’ll be your job to handle orders or convert leads into sales. You need to be comfortable with the representation and the promises being made. Even if you sell directly online, you as the business owner are still in the best position to participate by networking and finding great strategic partners to help with promotion. No firm you find can do this for you as well as you can.

Online marketing done for your business with the help of others should be a partnership, with you in the controlling box seat.

5. Focus on a Niche Market

Most of the success stories I’ve been a part of, or seen elsewhere are niche market based (as compared to mass market based). The internet brings global opportunity, but with it, global competition too. The result is that narrow market niches, too small perhaps for a ‘normal’ offline business can work beautifully online.

A business that sold only gift hampers from a major shopping centre might struggle, but I know of web sites in the ‘christmas hamper’ niche that make great profits. It’s tough to rank Australia wide on the phrase “Lawyer”, but “Melbourne Lawyer” is pretty easier and “Lawyer Kew” (a upper class suburb where my lawyer and 38 other firms operate from) could be ranked highly for with a trivial amount of effort. Can you see that niche markets offer opportunities for easy wins?

6. Don’t Assume Market Structure Norms

Users of the internet don’t need alternatives for their basic services in the same way they do offline. In my view, Facebook now owns the space for a large, all encompassing, online social network. It’s power is in the fact everyone else is there. I think the flawed thinking that ‘every market needs a strong second place’ falls down online. I don’t want to use an alternative to Facebook, even if I find Facebook annoying or lacking in features, because everyone I know is already registered with Facebook.

So the question then is, how do I build a competitor to Facebook? Well, you create a Linked In, which focuses on business (rather than social) relationships. Or you go and build a Twitter and fill a different need (status updates en masse). Or perhaps the best example I can think of is Ning.com. This website offers often small, and potentially closed closed groups (political, religions, special interest) the ability to create their own communities inside Ning.

Ning offers the feature of ’separation’; something the all inclusive Facebook by its very nature doesn’t provide. Nevertheless, Ning has built a massively successful platform and one can assume generates income through adverts, upgraded features, etc.

I think it’s far easier to compete by being different (Ning gets stronger as Facebook grows because people learn about Social Networks through Facebook and then start private ones through Ning) and it’s possible to compete by targeting a niche group (stackoverflow.com is a hugely successful online community build specifically for to needs of computer programmers).

What’s not great is thinking you can compete by being “a bit better”. People are busy and attention poor. For someone to move from one online service or product to another normally requires significant dissatisfaction or a big ‘wow’ factor. If you’re competing with a big player online, don’t try and be a bit better, instead be radically different, hopefully in a way your competitor can’t copy.

Wow, that’s quite a long rant. Love your feedback. What would you add? What do you disagree with? Comment below or shoot me an email via ben@alliancesoftware.com.au

I was recently told that todays advanced software systems represent the single most complex artifact or ‘thing’ that mankind has created.

Whilst this isn’t true for all systems, it’s certainly the case that even moderaly complex systems soon contain more details than one programmer can hold in their mind. This gets worse for mature systems in a maintainence phase, where the developer isn’t regularly working to update the application.

This ‘I can’t remember the details of everything’ problem leads to lots of documentation (if your disciplined) and to an inevitable client frustration where new defects are introduced into a system whilst work it’s being worked on. This problem is well documented in software engineering literature and appears indemic to the entire software industry (indeed it’s the frequency of introduced bugs people count, their existence is assumed). We certainly don’t claim to be immune. That’s why I’m excited by the results that our staff (thanks Liam, Terry, David, Liz & Co) have been getting using the Selenium testing framework.

Selenium allows developers to create automated (client side) unit tests for standard website functionality. For example, a series of Selenium tests could be written to automatically check that the system functions correctly when ordering an item, conducting a search, updating user details etc. Once the tests are in place, they can be run in a few moments at any time as required.

Click here to see an impromptu video we took of Selenium tests on an application we’re building at present.

Automated Website Testing Benefits

Some of the benefits we’ve found using automated testing are:

1. Detect more bugs during development – the process of writing tests caused us to find defects in what we deemed otherwise ‘perfect’ code.
2. Confidence in refactoring – if for whatever reason, existing code must be modified / refactored, this can be done with far greater confidence.
3. Confidence for additions – experienced developers will know it’s not uncommon for changes in one module or function of a system to have unintended effects elsewhere. Whilst system wide human based system testing isn’t practical, system wide unit based testing is straight forward.
4. Better team programming – each of the above factors becomes even more important in team development projects.

Automated Website Testing Costs

The obvious cost is time (which soon equates to money). In our first major deployment of Selenium Tests, we estimate an overhead of 20%. With that said, this project is currently part way through UAT (user acceptance testing) and the defect feedback rate has been incredibly low, so clearly the return should be quick enough.

For more about the Selenium framework, click here.

What professionals know about pricing a custom software development project that most buyers don’t (and end up learning the hard way).

Having both won and lost our fair share of software project proposals, it appears that most buying decisions for large scale software projects typically come down to a choice based on three common factors. These are, broadly speaking, the quoted price and the perceived capacity to deliver and the more intangible ‘vendor likability’.

In this post, I’d like to suggest some of the challenges facing buyers of custom software and a few insightful questions that can be asked of any potential vendor.

Buying Custom Software Isn’t Like Buying A House

My observation is that many inexperienced purchasers of custom software think of the purchase as similar to buying a house. They expect to provide an initial brief, seek quotes (for price comparison) then select the more reasonably priced estimates and seek to evaluate a vendors demonstrable skill (capacity to deliver).

This process is certainly logical. However, it makes some assumptions that quickly come undone. To explain, let me show how a purchasing custom developed software project is radically different to buying a house in two important ways:

Complete house designs are cheap, often free – Custom software design takes time.

A house design can be readily copied for free (e.g. from a magazine or display property) or created (e.g. by an architect or drafts person) for a small fraction of the final cost of the house.
By comparison, the analysis required for a complete software design can represent a huge amount of the project budget (30% plus is common). When creating a custom software development solution, you as the purchaser by definition have a complex and unique problem to solve (or you’d use ‘off the shelf’ software or simple tools like spreadsheets). Given this unique and complex problem to be solved, there must be time for a developer to understand your needs (called requirements gathering) and create a plan to solve it (system design).

No body would accept the scenario where a builder charged $100,000 dollars to design a $300,000 house, but in software development, it’s common for a developer to only fully understand your needs and have created a plan for development 30% of the way through the process. Indeed it is only inexperienced developers who are fail to invest the required time to truly understand the problem at hand, with the outcome being the creation of a product ill suited to the buyers needs.

So the approach commonly taken is for custom software vendors to provide indicative ball park estimates (read educated guesses) and then firm up pricing (often with major variations) after considerable time has passed. Here at Alliance, we’ve take the approach of prototyping to create a full mock solution to enable customer feedback.

Houses, once built don’t change – Custom Software always changes

When you buy a house, you don’t expect to be adding an extension every year, year after year. After all, a house is essentially the ’shell’ that we live in, and the things we like to change (think of clothes, books, food in the cupboard etc) aren’t part of the ‘house’ itself. The precise opposite is true of custom software. If you think about it, custom software is created to automate a set of business processes. As soon as those processes improve (which they should consistently do), the custom software will likely require some updates to change with it.

The vast majority of the buyers of custom software make the assumption that once their initial set of requirements are serviced, that’s it, they’re done. After developing and subsequently managing the creation of numerous complex software projects, it’s clear that this almost never happens. Indeed yesterday, I sat in a meeting with a client arranging a number of changes to a reasonably new system. This client is educated, intelligent and right up till our first ‘go live’ was conviced they’d communicated all their needs. In their case, they realised that certain business rules, whilst nice in theory, needed to be broken from time to time. I can’t think of a single complex project where requests for changes haven’t come in regularly.

Often changes are because the people using a system discover that whilst an automated process (enabled by their custom software) is far better than the old manual process, the process they initial requested isn’t perfect and needs some adjustment. Or the marketplace changes, or other systems like the accounting package change, or most commonly, staff begin to see the potential for improvement and want more of it.

Whatever the reason, the only time that we’ve not had ongoing requests for changes to custom systems is because the client either ran out of money or changed their business focus.

So here are some tips to the prospective buyer of a custom software system:

1. Don’t spend all your money up front – you’ll want changes over time. So spend only a maximum of 50% of your total budget on the first phase of development. Indeed, you should aim to deploy the smallest version of a usable system possible. Then, after you’ve made your new system live, you can use the experience of using it to see what additions are most important (they almost certainly won’t be what you initially expected).
2. Own the IP in your system designs – Your developer doesn’t know what your system will cost until they’ve done the design. The initial estimates are just a rough guess. If, after the design process, when a fixed price is given, you get the nasty shock of an unexpectedly high price, then owning IP rights to the design documents (e.g. prototypes, requirements documents, design specifications) will enable you to ’shop’ the project elsewhere.
3. Confirm maintenance / update pricing where possible. It’s common for large software development companies to quote low, even below cost, on new work knowing that customers will find it very difficult to leave them. They then price gouge on the inevitable changes that come through. Clarify and agree in writing on the costs of work in the future. At a minimum agree on an hourly rate.
4. Beware the quick fixed price – Any vendor who attempts to give you a solid, fixed price on a complex project with only a basic investigation is guessing. This kind of guesswork is the common precursor to ‘professional blackmail’, where a vendor says, ‘yes, I know we have an agreement, but your project took longer than we expected so you need to pay more or we can’t afford to complete’. After you’ve spent your initial time and money, it can be difficult to say no (especially where vendors use fine print in contracts expecting this day to come).

Have a custom website project you’re consider? Contact us today.