As a web consultant, one of the most common challenges I face is convincing clients that their website—while visually appealing and functional on their personal devices—may have underlying issues that need attention. Many times, I hear variations of:
- "It looks great!"
- "It works fine on my laptop and phone."
- "I’ve never had any complaints about it."
These statements, while understandable, often stem from a narrow perspective of website performance. Clients see what’s on the surface, but as professionals, we know that a website's success goes beyond aesthetics and personal usability. Security vulnerabilities, performance inefficiencies, and accessibility barriers may lurk beneath, impacting both user experience and business outcomes.
The Challenge: Overcoming the "It Works for Me" Mindset
Many small businesses and organizations rely on WordPress and other website builders because of their ease of use. The countless canned site solutions from giant corporations make it easy to get a website up and running, but they often lack an invested connection to the local businesses and organizations they serve. While these platforms provide a simple way to update content, they also introduce hidden issues. The excessive use of plugins, bloated themes, and rigid templates can severely impact site speed, security, and accessibility. For a small site that only receives updates once a week, maintaining such a heavy platform may not be the best choice.
One of the biggest misunderstandings clients have is about performance. Many assume that as long as their site loads and looks good on their device, it must be fine. However, performance affects far more than just SEO rankings:
- User Experience: A slow website frustrates visitors, causing them to abandon pages before they load. Studies show that users expect a website to load within 2-3 seconds; anything longer can lead to lost engagement and conversions.
- Mobile Accessibility: A bloated site may work well on a high-speed desktop connection but fail to load efficiently on mobile networks, especially for users with limited data plans or poor connectivity.
- Brand Perception: Users often equate website speed with professionalism and reliability. A sluggish site can create the impression of an outdated or untrustworthy business.
- Conversion Rates: Slow load times directly impact sales, sign-ups, and interactions. Amazon once reported that every 100ms of latency cost them 1% in sales—while a small business may not operate at Amazon’s scale, the principle remains the same.
The Added Complexity of Working with Non-Profits
When working with non-profit organizations, the challenge of persuading clients becomes even more delicate. Often, as professionals, we donate our time and expertise because we believe in their mission and want to help. However, this generosity can sometimes lead to difficult conversations when constructive feedback is met with emotional resistance.
Many non-profits have had volunteers or staff members build and maintain their website over the years. While their work is appreciated, the site may not be meeting modern standards for accessibility, security, and performance. Addressing these issues without making anyone feel unappreciated can be a fine line to walk.
For example, I once worked with a non-profit whose website had been managed by a long-time volunteer. The site was functional but suffered from severe accessibility barriers and performance problems. When I suggested a redesign to improve usability for a wider audience, I was met with resistance: "But our volunteer worked so hard on this!" It became clear that the discussion wasn’t just about technology—it was about feelings, dedication, and respect for past efforts.
To navigate this, I reframed my recommendations as an evolution rather than a replacement. I acknowledged the volunteer’s hard work and suggested that we build upon their foundation to create something even more effective. By involving them in the process and showing tangible improvements, the conversation shifted from defensiveness to excitement about the possibilities.
The Turning Point: Seeing the Difference
I once worked with a local business owner who had built their site using a popular drag-and-drop website builder. While they loved how easy it was to manage, the site was bogged down with unnecessary scripts, unused plugins, and unoptimized assets. The result?
- Performance Issues: The site took 7+ seconds to load, frustrating visitors and driving them away.
- Mobile Usability: The builder-generated code was bloated, making it difficult for the site to adjust properly on different screen sizes.
- Accessibility Concerns: Improper heading structures, missing alt text, and poor color contrast made it challenging for users with disabilities to navigate.
- Security Risks: The site was running outdated plugins, leaving it vulnerable to attacks.
Rather than telling the client, "Your website is bad," I framed it as, "Your website has served you well, but a more streamlined approach could improve speed, security, and accessibility."
To demonstrate the impact, I created a lightweight, custom-built alternative using modern best practices. The new version:
- Loaded in under 2 seconds.
- Adapted seamlessly to all screen sizes.
- Met accessibility standards, ensuring a better experience for all users.
- Eliminated unnecessary security risks by reducing reliance on third-party plugins.
Once the client saw the improvements firsthand, they realized the long-term benefits of a leaner, more efficient site. Their perspective shifted from "Why change?" to "How soon can we make these updates?"
The Outcome: A Stronger Business and Relationship
I transitioned the client to a simpler, more secure platform that was easier to maintain while keeping the editing experience straightforward. The result? Faster load times, a more inclusive experience for users, and reduced security concerns. Most importantly, the client became a long-term partner, now valuing ongoing website maintenance and best practices.
In the case of the non-profit, once they saw how a more optimized site could better serve their mission—by making it easier for users to donate, access resources, and engage with content—they were thrilled. The volunteer who initially resisted the changes even became a champion for the new site, helping to train others on how to use it effectively.
Conclusion: Educate, Demonstrate, and Empower
Convincing clients to acknowledge website issues isn’t about proving them wrong—it’s about helping them see opportunities they didn’t realize existed. Performance isn’t just about SEO; it’s about user experience, accessibility, brand trust, and business growth. When working with non-profits, it's equally important to approach conversations with empathy, ensuring that past contributions are honored while guiding them toward a more effective future.
By educating clients, showing real-world impact, and empowering them with better solutions, we turn skepticism into trust and build lasting relationships that benefit everyone involved.
So next time you hear, "My website is fine," remember: it’s not about arguing—it’s about illuminating possibilities.