Fairhill Online

Q: What's your name and position in the company?
A: Phil Stephens, MD

Q: Describe your company in 5 words.
A: Technically and business focused team

Q: What's your business philosophy?
A: To understand a business and provide more than just a website. It has to be an extension of the company's business, and to do that we have to know and understand the client's business

Q: Describe your office environment.
A: Virtual!

Q: Describe how your team interact and work together.
A: We use pretty much any means necessary. We all work remotely, so we use IM, text, phone, web conferences and have even been known to meet up on occasion!

Q: What makes you different from other web design companies?
A: I would say we have a pretty unique balance of technology and business within the organisation. This helps us better serve our customers. They really don't need to know about the technical solutions, but we do need to know about their business!

Q: How do you get the majority of your business?
A: Probably word of mouth and networking.

Q: Describe how you manage projects from the initial client contact to completion and handover.
A: We always allocate a project manager that will handle the project from start to end. One point of call for the customer.

Q: What do you think is the most crucial element of creating a good client relationship?
A: Taking time to talk and more importantly listen to the customer. Try and speak their language, and deal with any issues swiftly and professionally.

Q: How do you manage demanding clients?
A: The main tack we take is to try and keep close to the client and try and work the feedback from them. Demanding clients aren't normally the worst. It's the quiet ones you have to nurture. You need to know whether they are quite because they are content or quietly fuming. Big difference!

Q: If a client was trying to decide between a shortlist of web design companies, how would you recommend they go about selecting the right one for them?
A: The first thing is always the porfolio as far as I'm concerned. If you see the right quality of work then get them to come and see you. Listen to what they have to say but also see if they are listening to you. Producing a new website is a difficult and time consuming process. You need to have the right team working on it.

Q: Where do you see your company in 10 years time?
A: We are looking to grow to a reasonable sized team, but we don't want to lose focus on the personal relationship. That is the key to creating unique website that deliver.

Q: Where do you see the web design industry in the future?
A: Where to start? I actually expect it to break into more niche markets. With the digression to mobile, TV and other mediums you are likely to get a more diverse skillset than today.

Q: What computers do you have use in your offices, PCs or Macs?
A: PC

Q: How was your company name chosen?
A: It is a 'childhood memory'. The two founders of Fairhill grew up in Brynteg. That's Welsh for Fairhill.

Q: If you were to give your clients one tip on how to get the most from their website what would it be?
A: Treat it as your most important person in your sales team, because if you do it might just deliver the results you'd expect from a top sales person.