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: ^[1]

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:

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

• ^[1]
• ^[2]