Nowadays, it seems like everybody’s exploiting all things Web related. Anyone can develop a Web site by downloading free tools from the Internet.
There are even free hosting sites. So, how does a company, naive and new to electronic commerce, distinguish authentic Internet solution providers from wannabe Web developers?”
To help you separate the wheat from the chaff, we queried two authorities on the subject. Don Reinhart is president and co-founder of Incipio Inc., an Akron Internet and electronic commerce solutions provider that assists with business plan development, capital acquisition, prototype development and other e-business consulting services. A.J. Vasaris is president and chief technical officer of the anderson group, an Akron business technology and Internet solutions provider that focuses on improving the growth and competitiveness of organizations.
Here is their Letterman list of considerations that should be crucial in your search for an expert.
1. Can we talk? The most obvious clue to a provider’s proficiency and principle is how much time and effort is expended in communication.
“You need someone who not only knows how to build and deploy the latest technologies, but who will take the time to understand your business objectives to help you achieve them,” says Reinhart.
Vasaris warns, “While some developers may seem technically savvy, if they don’t have knowledge of your business, your market, and most importantly, your customer, your chance of success is reduced.”
2. Layman’s language. A professional provider is one who understands the client’s needs even when the client may not know how to express them, says Reinhart.
Taking that further, Vasaris says, “Forget about all the fancy terms and whiz-bang stuff. We must also know the wants and needs of our client’s client.”
3. Authority. Beware of marketing and advertising firms, or other companies that have added Web services to their repertoire “as an afterthought,” because such firms may lack the experience, business understanding and technical knowledge required to be expert e-com solutions providers.
4. Off-the-shelf alternative. If the provider seems determined to push you toward a prepackaged software alternative that doesn’t truly meet your needs, rather than develop a customized solution, walk away. Seek out a provider that will help you develop and implement the best possible solution that addresses your needs as an organization.
5. The perfect host. Avoid providers that don’t host the sites they develop. That may be an indication that the provider will merely develop your site, transfer it to a hosting service and forget about you. Choose a provider that builds relationships with clients, taking a hands-on approach to solving problems and eliminating middleman headaches for the client.
And when it comes to customer service, if your calls and e-mails aren’t promptly returned, that may be an indication of the provider’s customer service practices.
6. Total solution. Often, merely developing a Web site and database won’t enable a client to achieve Web-related goals. Many situations necessitate establishing or re-engineering business processes, such as order fulfillment or inventory management. Your technology provider should understand core business processes that drive e-commerce.
“It’s not just about creating a site with HTML pages and images. Numerous components, like content management, digital security, strategic sourcing, order processing and fulfillment, and other factors, must be addressed,” Reinhart says.
Whomever you hire must offer a complete solution, not just implement a piece of it, says Vasaris.
7. Do your homework. Ask for a list of clients served and Internet sites the provider has developed for those companies. Check them out, warns Reinhart, and beware of providers whose developed sites look similar — indicative of a “template abuser.”
Vasaris cautions that while a snazzy site might look cool, if it doesn’t draw customers, make money and provide a return on investment, the e-commerce effort has failed.
“Commerce is the key word — not cool,” he says.
When checking the provider’s client references, ask them about their return on investment.
8. Trust your instincts. Common sense suggests that you avoid companies that provide only post office box and e-mail addresses. Vasaris encourages you to go with your gut feeling in making your decision.
“Apply the same guidelines you use every day for any business initiative: Are the hairs at the back of your neck standing up? Is the price too good to be true? Does it feel right?”
What’s it gonna cost me?
A business owner’s bottom-line question is often, “How do I judge what the development of a Web site is worth in terms of dollars and cents?”
That’s like walking into an auto dealer and announcing, “I want to buy a car — what’s it going to cost?” The price, of course, depends on desired features and many other factors.
“I believe in the adage, ‘You get what you pay for.’ If you get a free Web site, it’ll look like a free Web site, it won’t have the features you need and it will lack customer support,” says Reinhart. “Building these solutions takes time and time costs money.”
Reinhart says package-pricing parameters limit the functionality and usefulness of a Web site. While some developers prefer to charge on a per-page basis, that usually costs the customer more.
“The truth is, if I charge you X dollars per page, I’m going to be overcharging most of the time. So, we tell the client, it will cost X amount per hour and we think the total will be in this ballpark,” he says. “If you have a budget, we’ll shoot for that. Otherwise, we start with a small deposit and bill for services worked.”
Reinhart says some services have fixed fees, such as hosting and promotion. But considering that Web site development includes complex variables, “generating a package price would be unfair to my customers and to my organization,” he says.
Your method of measurement, says Vasaris, should be how the product — and your investment in it — relates to your business.
“Think in terms of your business. What is the value of one, 10, 100 new customers? Would you pay $50,000 for a tool that increases revenue by $100,000 per year?” Vasaris says. “What if we created an intranet for your business that would allow you to forego hiring one, two or three new employees?
“What’s it worth to you?” How to reach: Incipio Inc., (330) 923-9703, www.Incipio-Inc.com; the anderson group, (330) 945-6408, www.theandersongroup.com
