Make the content

Useful page types for a site.

Terms and conditions
The majority of our quotations are now carried out by e-mail and we simply refer customers to our terms and conditions at the end of the quotation. When an order is placed with us, we then are able to refer the customer , this time with a link, directly to the terms and conditions. In addition, we have a form at the terms page which customers must fill in in order for us to proceed. Together with a quote reference, which they must place on the form, this provides us with written proof that they have read and understand our terms of service.

Unexpected bonuses!
We recently had discussions with a potential customer who had read our terms and conditions (before they even spoke with us). Only once they were happy with these did they contact us and in fact they ordered verbally before we had confirmed the prices! Although unusual, this points out another factor in customer relations - ALL customers are different. One customer may choose to buy from you because of price but another might just be impressed that you have bothered to put up terms or have a free phone number or a skype address (think these last two are unlikely? think again - click here).

Why do you need them?
Terms are important to clearly define your level of service and any points you wish to make. How do you go about these? Often, the terms and conditions will come from bad experiences, i.e. someone demands too much of you either in time scale or refuses to pay until everything is done but wont give feedback etc.. These experiences, unsurprisingly, make it easier to write terms and conditions, because they are written out of experience. However, use terms and conditions to give detail and substance to your quotations, whilst not having to list all circumstances in any written quotes.

What do you list? For example, list payment terms, service levels and any particular terms relating to aspects of your quotation. This enables you o keep your quotations short, whilst the nitty gritty is still available for the customer to read. NB it is important to keep the terms as clear as possible - you are trying to tell them what your terms are, not baffle them. Keep using plain English in proper sentences!

NB We must stress that you should use a solicitor to view your terms and conditions and make sure that what you are saying is credible and meaningful under English Law.

Other information - When constructing text for sites of my own I usually like to detail the sales process in order to create text for pages. Imaging that you were explaining your services to a new customer and simply write the process / conversation down, remembering to explain the various aspects of what you do.