Customer service isn’t about perfection. It’s about honesty, taking responsibility and fixing mistakes when they happen.
That’s why my friends at Pyle Bros. Building Stone Contractors got a new design this weekend. I built a website for Pyle Bros. and it never sat right with me. Over time we found the theme’s mobile support and overall quality lacking.
Pyle Bros. Building Stone Contractors do beautiful work. Contractor doesn’t begin to describe them. They are master craftsmen. The presentation didn’t convey the beauty and detail their work deserves. The new version highlights that beauty immediately with large, stunning header photography. The gallery pages have been re-worked into a masonry grid that opens into a full-screen lightbox experience. Both grid and lightbox modes are mobile-friendly.
Website copy should be written for the people reading it, not writing it. The homepage was full of industry jargon rather than terms used by customers. Hemmingway I am not, but I rewrote much of the homepage content to convey the client’s value in terms that prospective customers will both understand and search for.
I missed the mark the first time around and I’m not one to shy away from taking responsibility for my mistakes. Judging by the client’s response to their new site, I do believe I hit the bullseye this time.