Frequently Asked Questions

Response to frequently asked questions may help, but if you have a question that isn't mentioned here, please inquire at our help desk. Thank you.

Q. How can I contact you?
You can use the help desk to contact us 24/7 or call toll free 9 am to 5 pm CST, M-F.

Q. Where can I find your pricing?
A. Our services are customized to meet individual specifications. We offer pre-priced items in several categories in our online store. You can find out rates here under our selling policies.

Q. How do I request an estimate?
A. Visit our Help Desk. Register, login, open a ticket, choose estimate and write out the details of your request... then submit. You receive a response with a link to payment options, which makes getting an estimate easy and convenient. Your detailed request/specifications and our quote are documented in the same thread, so there is no misunderstanding about what you want and what we said we'd provide you.

Q. How do I engage your services?
A: You have 3 ways to order our products and services:
(1) Request an estimate. You can request a Quick Quote or a full estimate with options. We want it to be convenient, fast and accurate when you order products and from DM-Creative.com
(2) You can order a Pre-Estimated service from our online store.
(3) You can download the purchase order and credit card authorization forms, fill out and fax back.

You can also open an account, which is what most clients do. Find more details about how to order here...
In some cases, we will prepare a statement of work for your review. Review the proposal, authorize the statement of work, and fax back or mail with your deposit or retainer.

Q. Can I order over the phone?
A. You can order by phone but we will need your signature.

We accept Visa, MasterCard, American Express and Discover Card. If you want to submit payment by credit card, we need your signature: Credit card companies want proof that we are authorized to process payments to your credit cards. It's like a credit card slip you sign when you dine at a restaurant or buy groceries. We must be able to submit a copy of your authorization upon request from credit card companies. We can take your order over the phone, but before we begin, you are asked to fill out and fax a one-page authorization form giving us your permission to process your credit card transaction.

Q: What form of payment do you accept?
A: We accept your Business Check drawn on a US bank. We accept your Visa, MasterCard, Discover, American Express credit card, PayPal and we also use Escrow.com, an accredited escrow company, that acts as a secure third party to protect the Buyer and Seller.

(1) if you want to send a business check, we typically wait for your check to arrive. We suggest UPS, because it is safe and the USPS make take longer for us to receive.

(2) We accept Visa, MasterCard, American Express and Discover Card.

(3) You can submit payment using your PayPal account.

(4) Upon request, we setup an escrow account for you. You can then escrow funds for the project and release a portion of funds to begin and as the project progresses with the final payment upon completion of the project.

Q: Are you open for business evenings or weekends?
A: We are available evenings and weekends by appointment. The HelpDesk is open 24/7.

Q: What is the the help desk?
The ideal help desk is an email based contact system that tracks and documents customer service and support requests.

Q. What is a consultant?
A. A consultant is simply someone who provides specialized expertise, content, behavior, knowledge or skill to assist a client in moving from the status quo to an improved condition. This person can be strictly advisory or provide hands-on services.

Q. What is a coach?
A. Professionals offer coaching on areas of expertise. The most noteworthy is personal coaching, which is a service that helps people accomplish more in life. Services might be time management.

Q. What's the difference between a consultant and a coach?
A. A coach is similar to a consultant.

A business consultant helps you understand why a blue bicycle is superior to a red bicycle. A consultant may teach you how to ride the bike, and if necessary, ride the bike FOR you.

Whereas, a business coach helps you understand how and why you want to ride a bicycle. Your coach helps you determine what's holding you back from riding you bike well, and your coach might even jogs alongside you as YOU RIDE your bike.

As expert service providers, we offer consulting. But we also offer small business coaching for an Internet business. This means you have a coach/consultant... which is the best of both worlds: advice and expertise when you need it, motivation and brainstorming when you're stuck, insight to build you and your business to your highest potential. You have minor consulting with every order for our services. Our small business coach/consultant services do require a fee.

Q. What is marketing?
A. Generally speaking, marketing refers to the activities of a company associated with buying and selling a product or service. A marketing plan may outline advertising, sales and public relations strategies. Messages targeting a specific audience may be delivered to mass markets using newspapers, TV and signage. The four 'Ps' of marketing are product, place, price and promotion. On the Internet, marketing is similar but with different tactics. This is our area of expertise.

Q. What is direct marketing?
A. Direct marketing is the term used to identify the method used to communicate directly with the end user (rather than a mass or general audience). Direct marketing methods are intended to generate a measurable response from a targeted individual. Direct marketing is the cornerstone of our professional web design services business and background. We've provided direct marketing/response strategies for our clients since 1986 using direct mail, catalogs and brochures with order forms. In 1995 we applied those strategies to websites and web stores with tremendous success.

Q. What is Internet marketing?
A. Internet Marketing, while different from traditional marketing in terms of the venue in which it takes place, uses strategies founded on direct marketing -- as the Internet is a one-on-one direct medium. This means creating online strategies to adopt a combination of methods, such as search engine marketing, directory advertising, pay-per-click advertising, email marketing, affiliate marketing, auction advertising, classified and banner advertising, newsletter advertising, newsletter publication, page ranking, white papers and more. There is no cookie-cutter solution. Every Internet Marketing strategy is unique.

Q. What is organic marketing?
A. The Internet is a huge marketplace that provides you with the opportunity to reach people locally, nationally and internationally. Organic Marketing helps you take advantage of this valuable opportunity utilizing a combination of search engine optimization (SEO) and search engine marketing (SEM). You could see huge growth in visibility and web traffic by optimizing your web pages. Q. What is search engine marketing (SEM)?

Search engine marketing is essential in today's business environment. Your website is basically invisible online without it. If you're like most business owners, you invested a significant amount of money to have your website designed and developed. You think, "If we build it, they will come." The truth is: "If you build it right they will come, if you do search engine marketing."SEM focuses on one or more of your optimized web pages and invites each search engine to visit the web page and index it in the search engine's database.

There are thousands of search engines, such as Google, MSN, Yahoo. They arrive and leave the scene everyday. Each search engine has its own requirements that must be met in order to be accepted and indexed in their database. Submitting one request is not enough, and submitting too many could be considered spamming the search engine. Knowing how and when to send requests for inclusion and then creating a properly formatted request is called Search Engine Marketing.

Q. What is search engine optimization (SEO)?
A. It may surprise you to learn that many web developers build web sites in a way that actually prevent people from finding the site. Many sites are effectively "invisible" to search engines. Beauty is not good enough to attract web traffic. Search engine optimization (SEO) refers to optimizing your web content and source code to generate free traffic. An optimized web page can attract hundreds of visitors at no cost to you for each click. For example, in the search engine found lists, such as in Google, MSN and Yahoo, SEO delivers traffic to your site but without the "cost of the click." When people click the listing link, traffic is generated free.

Q. What does "cost of the click" mean?
A. "Cost of the click" refers to pay-per-click (PPC) advertising. This means advertisers bid against each other for particular keywords or phrases through an open, automated, bid-for-position system, where the advertisement of the website with the highest bid appears first, with all other advertisers listed in descending bid order. When a person presses the link, it's called a click and depending on the bid amount, the advertiser pays for that click. Creating a listing, bidding and monitoring bidding are what we provide when a client engages our Internet Marketing services (if PPC is part of the client's Internet Marketing strategy).

Q. What is web content?
A. Web content generally refers to everything on the web page that is not development. For example, your web content could mean the copy, images, photos, pdfs, movies and slide shows. Think of a jar of jelly. It's not the jar. Web content, in this example, would be just the jelly.

Q. What is source code?
A. Source code refers to the hidden strings of letters and characters embedded on a web page. Part of your meta system is added to the source code.

Q. What is an Internet marketing consultant?
A. We are an Internet Marketing Consultant, and we have the expertise to design a strategy and implement a plan that meets the needs of our clients utilizing the Internet. We are both an advisory and hands-on service.

Q. How do your Internet marketing services work?
A. Our services are provided either from our standard pre-estimated models, or based on a budget or desired result that a client requests. Engagements are generally ongoing, but can also be projects targeting a specific outcome, such as an email campaign or one-time online promotion.

Q. Do I have to revise my existing website?
A. If your home page or other web pages are not optimized, you have choices. You can revise your website entirely, or we can develop a "landing page" that is optimized. We discuss solutions with you when you engage our services.

Q. How do I know if the Internet marketing you provide works for my business?
A. It is fairly easy to know if our services are effective. Depending on the engagement, you see the results online by increased visibility and web traffic. In addition to this, depending on your plan, you receive search engine ranking status reports monthly or quarterly.

Q: What is the client questionnaire?
A: The client questionnaire is an input fact form Word.doc that clients may be asked to fill out in order to provide their unique and specific preferences. It is a set of questions to help you provide information our team needs to produce your project focused on the outcome you want. When you use our questionnaire, you don't have to think about what information you might want to tell us. You simply answer the questions, and it's done for you. The questionnaire is primarily utilized for copy and design work where your preferences are key to the successful completion of the project.

Q: How do your professional web design services work?
A: Our web design services are provided either from pre-estimated specifications or based on custom set of specs you request, as preferred. Once you place an order, we send you a welcome message; ask about your preferences and expectations; and provide any assistance to get the project started.

Q: What is the difference between a simple web design, professional website and a FengShui website?
A: A simple web design is cost-effective for business owners who want to focus on generating web traffic without the investment in a complex design. The pre-priced professional web design provides more design and development time needed for your specific design preferences. The difference between a professional website and a FengShui design is simply the extra needed to configure site construction based on principles of Feng Shui.

Q: How much is it if I want to provide visitors with more than a point-and-click experience?
In this case, web design and development will cost significantly more. For example, adding submission forms and more complex design elements takes more time and consequently increases the number of hours multiplied by our hourly fee. But design alone is not the only factor.

To have any chance of attracting traffic to your site, you need to optimize at least your home page. This means meta tags and key word content in the development stage. In addition, web sites that involve many pages will also add to the bottom line cost. Adding online transactions (ecommerce) could make your bill climb to $2500. More complex, customized work that requires a lot of dynamic development time can quadruple that figure. We do provide estimates and flat-fee quotes, especially for custom development services.

Q. What's a SKU number:
A. A stock keeping unit, pronounced "skew" are often called part numbers, product numbers and product identifiers. When you have an ecommerce web store, your products have a stockkeeping unit (SKU) number so the database, you and your customers can identify the item easily. You can find the SKU number on the details page of every item in our web store.

Q: What is the difference in the price of web design?
One of the common misconceptions is that any website can generate web traffic and become a valuable business asset. People just don't know and consequently, order a website based on price or choose one of the do-it-yourself options. The problem with this is that these web sites are probably never found in search engines or on key web pages. Of those that are found, visitors may not trust a site that is not professionally developed. Plus, it could cost a screaming ton of money to woo traffic to the site.

Creating a web site that actually works hard for the business to generate inquiries and return the investment requires knowledge and experience - and a lot more than just design skills. Keep in mind, you generally get what you pay for.

Q: What are custom development services and what do you need it for?
Custom development services are based on your specifications either for a brand new project or to make additions, updates or modifications to an existing project. Lets suppose you want more interaction from your website or web store. Our highly qualified programmers implement necessary changes per your specifications. Custom development can involve a maze of code relationships among various elements. It can be quite complex.

Q: How is development implemented?
First of all, you determine the scope of your requirements or changes. Our quote manager studies your requirements and may ask you to clarify some points. We then provide you with an estimate for the project. Once approved, our developers schedule the work.

Q: What causes the delay in doing development?
99% of the time, the client causes delays due to not responding to comps, drafts, proofs, plans or mockups submitted for feedback and approval. Even though each of our developers has a number of tasks to do and your task takes up the last position in the queue, tasks are distributed in the way that minimizes your waiting time. Custom programming does take some time, especially on existing sites where the code must first be analyzed before changes can be made.

Depending on the custom development, account service may provide you with intermediate results of work for you to approve or report areas that need correcting to comply with your original specification. After every modification is implemented the project is submitted. You also can test your project as applicable in the development stage. We do our best to communicate with you as often as we can so that the end result satisfies your needs as stipulated in the original specification.

After development is finished, you either confirm that the modifications are made in the way agreed in the original specification, or you note items in the project that need to be corrected in the event that something in the modification is inadvertently left out or does not correspond to the original request as specified.

> Please note that once the project you requested is complete, our staff continues to consulting with you as needed. You are welcome to contact us anytime for any reason.

Q: How do I know I'll like what I get?
A: We provide a client input process that helps you tell us about preferences that shape the graphic design and development of your project. Questions such as "Do you prefer a square or a circle?" are easy for you to answer and give us the insight we need. Depending on your project, you have a series of milestones where we ask for your feedback as your project progresses.

Q: Is there a charge for revisions?
A: You have a check and test period where errors and corrections are made without charge. Understandably, a complete change in creative direction for professional web design services is billable. A change or modification in design, feature or function for custom development is considered a change order and therefore is billable.

Q: Do you offer rush time?
A: We do offer asap and rush service for an addition to the no-hurry standard service hourly fee for professional web design services. These hourly add-ons depend on the date needed, length of production time and inconvenience to existing client orders pending per the schedule.

Q: Do you provide support services?
A: You have three levels of technical support. Access to the HelpDesk, check & test and ongoing support. Technical support after the check & test is available as a commercial service for a fee.

Q: What is secure web hosting?
A: A secure server safeguards transactions over the Internet by encoding information passing between computers at different locations. When you utilize a secure server for a shopping cart, for example, your personal information and credit card information are encrypted using Secure Sockets Layer (SSL) encryption technology before being sent over the Internet, making it virtually impossible for your information to be stolen or intercepted. Our professional web design services are most concerned with your privacy and security.

Q. What are your terms and conditions?
A. It is good business to set out the terms and conditions of sale for professional services so there are no misunderstandings. Both of us know what is expected, and we both agree as to how we are going to work together. A link to our terms and conditions is posted at the bottom of our home page.

Q. What other services do you provide?
A. We prepare marketing plans and web plans, edit text and write copy for advertising print media, Internet campaigns, search engine marketing, sales letters, newsletters, brochures and web pages. Design services include graphic design, logo design and web design.

We offer specialized expertise to assist our client in identifying sales and marketing performance issues.We offer troubleshooting, evaluate existing business websites for design flaws, navigation, unproductive response devices, failed sales strategies, tired content and search engine optimization that no longer delivers top ranking. We consult with startups and small business clients in a range of challenges to overcome roadblocks and improve the online sales channel.

Q. Is there anything not covered?
A. Typically the following services are not covered in an estimate or proposal unless specifically stated in writing: instructions; user manuals; copywriting; search engine optimization; additional web pages; additional comps, site designs, drafts or page layouts; web plan; stock photos; search and/or download images off the web; size/scan/crop/reformat images; manually enter or edit text; or adding products to your inventory for you. These services may be offered as a commercial add-on service.

Q: Is copywriting included?
A: Not everyone wants to engage a professional copywriter in conjunction with web design services, but copywriting or copyediting can be added to any print or web service.

Q: What is the benefit of hiring professional web design services?
A: The benefit of engaging professional web design services is that web pages are configured correctly for the ever-evolving search engines and changing browser compatibility. Professional web design services will develop the site based on current standards, and will provide behind-the-scenes maintenance.

Internet Marketing Terminology

Here is a listing of Internet marketing terminology to help you understand programs descriptions along with how the outcome of online marketing helps your business.

Strategy: Specific plan of action intended to accomplish your specific goals. In other words, strategies delineate exactly what you plan to do - cleverly - to surprise your competitors and reach your goals.

Tactic: Tactics refer to actions you take to accomplish the goals you have planned.

Contact and Conference. Initial consultation is scheduled with 3 business days of receipt of order.

Keyword Marketing Analysis. We research and evaluate keywords to use on your individual web pages that people are actually using to search. It doesn't do any good to optimize your web page that will not deliver results > so we take extra time to identify primary and secondary relevant keywords for each applicable web page. Once we have the applicable number of keywords associated with the Internet marketing program you chose, we submit the list to you for agreement or modification.

Title/Meta Tag Creation. Every page of your web site must be unique. From title and headline to meta keywords, descriptions, comments and alt tags, we use the keyword listing to embed the applicable tags on the web pages and upload the page to your server.

Page Content Development or Search Engine Optimization. Content must likewise be embedded with selections from your keyword listing. Your existing content is evaluated and modifications are made to include the same keywords selected for your title/meta tags on each existing web page. Care is given not to disturb your sales message as modifications are made to your text.

Search Engine Sitemap (SES): This is a special file that is created, placed in the root directory of your site and hidden from public view. It is a listing of relevant web pages with absolute links. The file also indicates what pages or site files not to include. A SES gives your site a higher opportunity to be indexed. Rather than your site waiting for search engine spiders to crawl your site, the SES sends your files to the search engine - letting the engine know the files you want indexed.

Search Engine Submissions. This means that files are prepared and requests are made to search engines asking that your site page be crawled and indexed in the search engine database. Acceptance of your request results in your site being displayed in the found listing when a person searches using one or another search engine from their browser.

Persistent. By this term, we mean "ongoing" or continues until stopped.

Setup or Initial Fee. This refers to the initial financial fee. It is a one-time fee and generally covers the extra time it takes to prepare the program. A setup fee also covers any one-time out-of-pocket fees paid on your behalf to subscribed services.

Free Directory Submissions. There are generally relative directories that provide your site with an inbound link as well as some or more free traffic. These particular directories do not have a fee to get listed.

Inbound Link. Hyperlinks that live on other websites that link back to one of your web pages.

Outbound Link. Hyperlinks that live on your website that links to another domain.

Link Building. An activity of finding link partners with sites that have related content, but do not compete - and are willing to exchange links so you both gain the benefit of inbound and outbound linking.

Paid Directory Submissions. Key web directories that require payment to be listed.

Sales Copywriting. Not part of search engine optimization. Means review or rewrite copy with the primary objective of motivating a response from reader.

Copywriting/editing. Review existing copy and suggest modifications, if needed.

Why Make More Than One Submission? Submitting to a search engine is different from actually getting into the index. A submission does not guarantee a listing, and a listing does not guarantee a high ranking, nor any traffic. You have only a very small amount of influence over relevancy search engines.

Why 4- 5 Keywords Per Page? There is a balance needed for each keyword on the page. It doesn't make sense to dilute the power of your important keywords by adding a long string of unoptimized keywords. A lot of keywords on your page does not mean they have any value in the search process. Non-optimized keywords can actually harm your search rankings.

For Life of Program. Ongoing until term ends or is cancelled.

Interactive Marketing Units. The International Advertising Bureau (IAB) is the only association dedicated to online, Interactive broadcasting, email, wireless and Interactive television media companies. Guidelines for banners are listed below. These units are designed to enable web marketers to utilize greater interactivity as well as expand the creativity in their online messaging while adhering to an equal standard. (IMU = interactive marketing unit)

Rectangles and Pop-Ups
300 x 250 IMU - (Medium Rectangle) View IMU
250 x 250 IMU - (Square Pop-Up) View IMU
240 x 400 IMU - (Vertical Rectangle) View IMU
336 x 280 IMU - (Large Rectangle) View IMU
180 x 150 IMU - (Rectangle) View IMU

Banners and Buttons
468 x 60 IMU - (Full Banner)
234 x 60 IMU - (Half Banner)
88 x 31 IMU - (Micro Bar)
120 x 90 IMU - (Button 1) 120 x 60 IMU - (Button 2)
120 x 240 IMU - (Vertical Banner)
125 x 125 IMU - (Square Button)
728 x 90 IMU - (Leaderboard)

Skyscrapers
160 x 600 IMU - (Wide Skyscraper)
120 x 600 IMU - (Skyscraper)