---
title: Website Audit Issues & Resolution (2026-03-03)
type: article
created: '2026-03-03'
updated: '2026-04-05'
source_docs:
- raw/2026-03-03-weekly-call-w-sebastian-126806076.md
tags:
- advanced-health
- website-audit
- client-trust
- google-reviews
- seo
- white-glove
layer: 2
client_source: Advanced Health & Safety
industry_context: saas
transferable: false
---

# Website Audit Issues & Resolution (2026-03-03)

## Overview

During the week of 2026-03-03, client contact **Bob** independently audited the Advanced Health & Safety website and surfaced a list of errors — some genuine oversights, some preference-based, and some requiring creative fixes. This came on the heels of two prior friction points (a missing video and a mixed-up email), making it effectively a **third strike** with this client. All issues were resolved promptly, and a white-glove approach was adopted going forward.

Melissa visited client contact **Gina** in person at her Stilton office to deliver materials and maintain the relationship. Gina was complimentary of Sebastian and expressed no complaints.

See also: [[wiki/clients/current/ahs/_index]]

---

## Issues Found

### 1. Content Errors (Genuine Oversights)
- **Lorem ipsum / placeholder text** on multiple pages — buried deep in the site but visible and unprofessional
- **Spelling errors** scattered across pages
- **Vermiculite testing page** — described a service Advanced Health does not offer; page was corrected

### 2. Data Integrity
- **Google Reviews count was stale**: The reviews widget displayed 206 reviews while Google showed 260. The app requires a **manual refresh** — it does not pull new reviews automatically.
  - *Resolution:* Refreshed the app; count updated immediately to 260.
  - *Follow-up:* Monthly reminder set to refresh the reviews widget going forward.

### 3. UX / Font Rendering
- A **non-standard font** (not a Google Font) caused ligature rendering issues — specifically, "fi" character pairs were visually merging.
  - *Resolution:* Font changed to Helvetica on the most affected page; full site font migration to Helvetica recommended.
  - *Note:* Non-standard fonts also introduce page load overhead.

### 4. Image Content
- A photo of a truss had visible **black mold** — inappropriate for a remediation company's marketing site.
  - *Resolution:* Used AI image editing to remove the mold; result described as looking like "virgin wood."

### 5. SEO / Keyword Positioning
- Bob reported not seeing the site rank when searching for his own services.
  - *Context explained to client:* Self-searches are unreliable due to browser personalization and local IP bias; incognito mode or a VPN is needed for accurate results.
  - *Action taken:* Sent Bob a current keyword ranking report showing positive positions, with a proposal to expand targeting for unranked priority terms.

### 6. Video Not Yet Live
- Bob asked about a video that had been completed but not yet published.
  - *Status:* Awaiting approval from subjects who are currently unavailable (noted as "out of Antarctica").

---

## Root Cause Assessment

Issues fell into three rough categories:

| Category | Examples | Severity |
|---|---|---|
| Genuine errors (our fault) | Lorem ipsum, spelling, vermiculite page | High — should have been caught pre-launch |
| Client preferences | Font style, mold in image | Medium — easy to address |
| Operational gaps | Reviews not refreshing, video not surfaced | Medium — process fix needed |

Roughly one-third of Bob's list were clear oversights that should not have reached a live site.

---

## Actions Taken

- [x] Removed lorem ipsum and corrected spelling errors
- [x] Removed vermiculite testing content from service pages
- [x] Refreshed Google Reviews widget (206 → 260)
- [x] AI-edited mold out of truss photo
- [x] Changed font on most-affected page; full migration to Helvetica queued
- [x] Sent Bob keyword ranking report with expansion recommendations
- [x] Melissa visited Gina in person; relationship in good standing

---

## Open Action Items

- [ ] Set monthly reminder to refresh Advanced Health Google Reviews app (@Melissa Cusumano)
- [ ] Change remaining site font to Helvetica sitewide (@Mark Hope)
- [ ] Publish client video once subject approval is received (@TBD)
- [ ] Complete service page copy revamp (Sebastian has updated copy ready) (@Sebastian Gant / @Mark Hope)

---

## Relationship Status

Despite the issues, the client relationship appears intact:

- **Gina** (primary day-to-day contact) expressed unprompted satisfaction with Sebastian; texted Melissa that the business cards looked great.
- **Bob** (owner/auditor) acknowledged and thanked the team for the prompt fixes and the apology from Carly.
- Team consensus: treat this account with **heightened sensitivity** ("white glove") until trust is fully rebuilt. Three friction events in close succession is a pattern that warrants proactive communication and zero tolerance for visible errors.

> "We need to be super sensitive to this client for a while." — Mark Hope

---

## Related

- [[wiki/clients/current/ahs/_index]]
- [[wiki/meetings/2026-03-03-weekly-call-sentiment-review]]