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25/01/2019 Luke Hilton

QUESTIONS YOU SHOULD BE ASKING WHEN CHOOSING AN AGENCY

One thing my clients always tell me is that they worried about choosing the “right agency” to partner with, before meeting The Playhouse Group. Selecting a vendor is an important decision, particularly if your project is likely to last a while, so you want someone who is not only knowledgeable but who you also get along with. The fact is that when you choose the right agency, everything will just seem to “click” and you’ll find your job a lot easier than it used to be.

Evaluating your project

Before even thinking about agencies, it’s crucial to look at the nuts and bolts of your project. Just a few things to consider are:

  1. Your project goals: What are you trying to achieve? What are your KPIs? Do the different stakeholders have varying expectations for the project? What will you use to measure the agency’s success? Will you require ongoing support? How will this scale?

  2. Scope and requirements: Your business should already have data on your customers like their personas, behaviours, likes and dislikes so take the time to map out your user journey. Using all the information you have available, consider what features are necessary and build your scope from there.

  3. Operation mode: Decide whether you’d prefer the 24-hour access of an international business, the benefit of a face-to-face local company, or something in between. Similarly, think about whether you would prefer the project to be delivered in short stages, run different tasks simultaneously, and how much input you wish to have.

  4. Your budget: As much as we’d all like the CFO to approve an unlimited budget, that’s not always possible. Use pricing as a guide for what agencies are including in their scope, but also be aware of the level of service your budget can realistically purchase and adjust your scope if necessary.

Evaluating the right partner

Once you’ve fully mapped out the requirements of your project (and trust me, the agency that you end up choosing will thank you for doing this), it’s time to pick a partner. You will have some questions which are specific to your project, but generally speaking, we recommend considering the following:

1. The Staff

Find out about the size of their team and the level of experience of the people who will be working on your project. Are the developers officially certified and authorised to work with the software? Are they partners with reputable providers such as Magento, Salesforce or Acquia? If they are partnered with external providers, do they receive regular training? Are they aware of all updates and improvements? In short – are they good at what they do?

For example, at The Playhouse Group, we make sure all members of our team are fully certified on a variety of platforms, and attend monthly training sessions to keep us on our toes.

2. The Quote

I mentioned earlier that it’s important to look at pricing and be realistic. If the proposal you receive seems financially unviable, it’s worth asking them if they have varying rates for projects vs ongoing support. Personally, if I like a client, I’ll work with them to come up with a solution (even if it means working on smaller portions over a longer period of time) because I want them to get great results.

Also, always check the statement of work. I can’t count the number of horror stories I’ve heard about where the quote seemed unrealistically low (it turns out a lot of things were not included in the scope) or astonishingly high (the scope contained all these extra features the client had never asked for).

3. The Experience

How big is the team and how long has the company been in business? If an agency has been around for a while, chances are they will have developed strong relationships with providers and developers, which means a much smoother project for you.

That said, don’t just take their word for it. Ask to see examples of case studies, testimonials and client lists. You wouldn’t give alcohol to a minor without checking their ID, so why would you hire a company without checking their experience? That’s why we publish all of our case studies on our website – so you can see that we know our stuff.

4. The Back-Up Plan

Despite all your planning and research, there’s always the chance that something can (and will) go wrong. How does your agency handle a crisis? Find out how they handle customer data (in terms of security and compliance), and the level of support and response time offered in your SLA. In the worst case scenario (someone hacks your website and takes it down), what is their plan in terms of rolling back the website and data recovery?

The Ultimate Test

When it comes down to it though (and if you’re really struggling to decide between two agencies), I like to conduct the beer test. Basically, you’re looking for a partner you’d be happy to sit down and grab a beer with. If you can’t do that, then how can you expect to work with them for the next year?

On that note, why not test us out? Just get in touch with our team today – the drinks are on us!