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TOPIC: Are Customers reading your Website?

Are Customers reading your Website? 4 months 4 weeks ago #14902

  • zig
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Frustrating observation and question rant for those with websites.

Is it just me or has anyone noticed since the smart phone error, people have forgotten how to read and email?

I take time on my site, provide all the information I can, in as easy a way to navigate as I can.
What I do.
What I don't do.
Rates.
Locations I pickup.
Mail In info and forms.

In the past, customers seemed to read, know the basics, and email or call.

Now, it seems they are just seeing the number and calling, asking all the info that is already on the site.
Frustrating in the wasted time department.

Seems I'm noticing an annoying trend as I ask them if they found me on the internet and got my # from my site .... "yeah, but I didn't go on it".

My gut is telling me they are no longer on desktops, but are simply looking at a small smart phone, finding you in a search then dialing the number.
The smallness of the phone, zooming in to read, navigate the menu, I think, now is too much work.
Not that I'm complaining when the phone rings, that's a good thing. They found me, I'm ranking good.
The negative is the time wasted building the site and putting everything they need in, only to be circumvented by a smart phone and the "I want it now" mindset.
Also, not reading the site results in getting calls that end in a dead end, exp:"I need a knife rotation service for my restaurant in North Jersey, do you come up here and how much?".
A quick read of the menu gives you all the info and saves you a call.

This is a very recent trend that I can only attribute to smart phones, their lag time, small screens and navigational limitations. They search, maybe by voice, than see and read the #, and go from there.
Anyone else running into this?

I'm in the process of reworking the site, almost done, but now am contemplating figuring out how to build another, more responsive site that realigns and arranges, resizes according to screen sizes in HTML5 so to be ready for the future.
My gut is saying the desktop is going the way of the dodo and we may be looking at a world where tablets and phones rule the roost. There will be a desktop in the house, but most internet is gonna end up being driven from the couch and coffee shop.

my 2 cents
www.zbsharpening.com
Knife Sharpening Service
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908-635-2748
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Are Customers reading your Website? 4 months 3 weeks ago #14905

  • LeoBarr
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The site redesign sounds a good idea to accommodate iOS users I wonder if the people that are phoning are just technophobes afraid of the net and viruses since it sounds as if non iOS users are open to attack and for the rest you are probable right people today actually have more time in general but all this is lost to the TV set . I suppose the site needs to be like a newspaper article everything in the heading .
I find spending time investigating sites is way more entertaining that TV and if it don't want to read it all just then the link goes to my reading list that can be referred to without an internet connection.
I think there are a lot of people to there that do not know how to use the tech they have. I have a scannable section on my flier so the info goes strait into the app but many simple do not have the free app .
I do not really understand why people bother with tech if they are too lazy to master it .
I think you are experiencing backward ignorant people at least when they call you they are paying for that privilege rather than you .
It is frustrating when building a site is very time consuming although Adobe have a subscription based web site builder which is of the drag & drop variety I am not sure whether you can buy monthly modules so that it is possible to just pay for month when needed.
Good luck with it in any case .
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Are Customers reading your Website? 4 months 3 weeks ago #14906

  • EamonMcGowan
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Very Interesting observation! Kind of ironic really? For those old enough to have sold services during the day of "Yellow Pages"? A business was in trouble if they did not have an ad? And was in for trouble if they had an ad? No one would know about you if you didn't have an ad and you answered questions all day if you did? The phone companies charge big bucks for ad inches so most tried to squeeze by with their logo, name and phone number?
Then enter the age of internet and everyone geared up with web sites and waited for the orders to come in? And for a lot of folks that really worked out well, others not so much?
I have found most people to be either to lazy or busy to research? Most want answers to what seem like dumb questions right now.
My back round has been sales. Inside, outside, wholesale, retail you name it? It seemed I would spend my whole day day weeding through people to find the gem? The sale that made the whole day worth while?
Is it possible that with smart phones, hand held devices we are going to take a step back in time? Are we going back to selling our services first? Sounds like customer service is sneaking back in?
Just my thoughts? Not even worth .02 cents really?
The definition of insanity is to do the same thing over and over again and expect a different result?
An old Irish toast, May the wind always be at your back, may you always have work and may you be in heaven a half hour before the devil knows your dead. Cheers!
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Are Customers reading your Website? 2 months 2 weeks ago #15698

  • zig
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Just an update.
Over the past few months some observations.
Aside a handful of readers, and referrals, the majority of new calls and emails never got past the link.
Not even onto the page ... I asked them :)

"How did you find me?"
"On the internet"
"you mean you were on the site? Did you get all the info you need?"
"Oh, I only emailed or called from the list on Google"

I find this very interesting, they are running a search, seeing the listing and small blurb google puts up and call or email.
No idea of fees, type of work, nothing.
Many times not even location, or where my dropoff is ... I don't have one and its on every page.
Many times requests are for things not listed anywhere on the site.

So they are seeing only this:

Professional Knife Sharpening Service Local NJ Mail Order USA
www.zbsharpening.com/‎
Professional Knife Sharpening Services for all Knives. Local Knife Sharpening Service in Central New Jersey. Mail Order or Mail In from any State.

or this:

ZB Sharpening
www.zbsharpening.com
3 Google reviews · Google+ page
Hillsborough Township, NJ
(908) 635-2748

The second being a google local listing for the area, the first being a general search.
Each page has an email link so they get as far as the index or whatever landing page they hit.

Not to say the info is for nothing.
Number 1, content helps ranking.
Number 2, Once a customer, THEN they read the site after I send some info.

Just finding it odd how consistent it is that when asked, they have not really looked at the site.
Its like they have zero time.
www.zbsharpening.com
Knife Sharpening Service
This email address is being protected from spambots. You need JavaScript enabled to view it.
908-635-2748
Last Edit: 2 months 2 weeks ago by zig.
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Are Customers reading your Website? 2 months 2 weeks ago #15716

  • KenBuzbee
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Sorry you're finding this trend frustrating. I get that.

One caveat I'll put out there if as you redo your web site....

I'm on the other end. I use IOS exclusively, for everything "internet". Nothing annoys me more than sites that deduce I'm on IOS and assume I want a scaled down "mobile" page. My iPad is wifi, not cellular and I hate the dumbed down simple pages they default to.

Most aren't too bad. You get a "show full site" or whatever pick at the bottom of the page. Sometimes it's harder to find and occasionally you need to choose that for every page you view. I took me forever to figure out how to view the regular page on spyderco.com

I would love these sites to have a default setting you could choose so I never have to see those "mobile" pages again.

Just my $.02

Ken
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Are Customers reading your Website? 2 months 2 weeks ago #15719

  • LeoBarr
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I often view the site on my iPad most of it seems to function in the same way as on the safari browser on my mac I must admit I have not looked at the site on an iPhone that would be tedious .
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Are Customers reading your Website? 2 months 2 weeks ago #15722

  • Mikedoh
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Like you, Ken, I do most internet browsing on wifi ipad. And prefer the normal web page view. Maybe apple will give an option in an iOS upgrade to choose a default view.
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Are Customers reading your Website? 2 months 2 weeks ago #15724

  • KenBuzbee
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Mikedoh wrote:
Like you, Ken, I do most internet browsing on wifi ipad. And prefer the normal web page view. Maybe apple will give an option in an iOS upgrade to choose a default view.

Maybe but from what I understand, this behavior is something coded on the web page. I guess they could do it in IOS by masking that it is IOS somehow. Have it return Tiger or Mavericks or something? But that would create a host of other problems, I'm sure.

Ken
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Are Customers reading your Website? 2 months 2 weeks ago #15725

  • KenBuzbee
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Mikedoh wrote:
Like you, Ken, I do most internet browsing on wifi ipad. And prefer the normal web page view. Maybe apple will give an option in an iOS upgrade to choose a default view.

I'm so glad you brought this up! I had meant to check something. I was never able to add an avatar with my iPad 1. I was going to try again when we got our new iPad Mini 2s but I never did.

IT WORKS!

Ken
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Are Customers reading your Website? 2 months 2 weeks ago #15727

  • LeoBarr
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IMG_0149.PNG

This is how it looks on my iPad I prefer to use safari than tapatalk it seems very similar to what I see on my mac
Last Edit: 2 months 2 weeks ago by LeoBarr.
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