Why replying to emails might be the most underrated web design strategy ever

If you’ve ever hired a web designer to build or fix your site—and found yourself weeks later with no updates, no follow-through, and no explanation—you’re not alone. This post is all about what to do when your web designer ghosts you, and how to avoid getting stuck in that situation again.

I work with Sarah Savage, founder of WPConcierge, and we hear this story all the time. From complete radio silence to broken sites left in limbo, there’s a troubling pattern happening in the freelance and small agency world: clients are being left high and dry—and it’s not okay.

Ghosting is unfortunately common in the freelance world, especially in creative services like web design. According to Freelancers Union, lack of communication is one of the top complaints from clients.

A few days ago, I messaged Sarah early in the morning with an update: I had another meeting lined up with a potential client—someone who had seen the work I did on a client’s site and wanted the same kind of help. This client, by the way, came to us with a broken website and even more broken trust in the web design process. Her previous experience had left her site nearly unusable. The homepage wouldn’t load properly, images were misaligned, and a plugin conflict was crashing major parts of the backend.

Sarah had already jumped in and done what she does best: assess quickly, triage ruthlessly. She uninstalled three conflicting plugins that were triggering the errors. Boom—the site came back to life. She told me later she was going to charge $500 for the fix, but once she realized how fast it was to resolve, she couldn’t bring herself to do it. It wasn’t just the fix, though. It was the principle. We aren’t here to gouge clients. We’re here to support them.

Meanwhile, I rolled up my sleeves and tackled the rest of a client’s site. No, I’m not a developer. But I am a perfectionist with a marketing brain, and I can spot bad formatting from a mile away. I cleaned up her layout, standardized the fonts, removed random broken elements, and added copy in places where the silence was doing damage. It wasn’t flashy work. But it was necessary.

When Sarah and I debriefed over Slack, we both had the same reaction: How is this the bar? Why are clients so shocked, just because we answered emails, fixed problems, and didn’t vanish?

Sarah put it best:

“I didn’t realize that providing terrific customer service is literally just f***ing replying to emails.”

We laughed. Then shook our heads. Because she wasn’t wrong.

And then we realized: this is exactly the kind of thing we need to write about.

Being responsive, honest, and clear is enough to make you a freaking unicorn in this industry.

That’s what drew me to work with Sarah Savage at WPConcierge. She built this business on three simple values:

• Do what you say you’re going to do.
• Communicate when you can’t.
• Treat clients like humans, not tickets.

Revolutionary, right?

That kind of reliability—simply showing up and doing what you say you will—can be the difference between a thriving small business and one that’s constantly putting out fires. Consistency builds trust, and trust builds referrals, long-term partnerships, and peace of mind.

If you’re wondering why this type of ongoing support matters, this post explains why small business website support is the smartest investment you’re not making (yet).

And for a broader perspective on what good service should look like, HubSpot’s customer service guide is a great place to start.

Real Talk: What to Do When Your Web Designer Ghosts You

If you’re reading this and nodding along because you’ve been ghosted, here’s a practical guide to getting back on track:

1. Try One Last Follow-Up

Give them the benefit of the doubt. Send a short, polite message asking for an update and a deadline. Don’t be afraid to say:

“If I don’t hear from you by [insert date], I’ll need to find someone else to complete the project.”

This gives them a chance to recover…or make it clear they’re not coming back.

2. Review the Contract or Agreement

Check for any clauses about timelines, deliverables, or refund policies. Even informal contracts (like email threads or DMs) can help clarify expectations if you need to escalate. This Nolo article covers what to include in a freelance contract.

3. Regain Control of Your Assets

If they registered your domain or host under their name, you’ll need to transfer ownership. This part can get messy, but don’t panic. Most domain providers have procedures for reclaiming access. ICANN explains the domain transfer process here.

4. Cut Your Losses and Start Fresh

Once it’s clear they’re not returning, don’t spend weeks obsessing over the sunk cost. Find someone reliable and move forward. (And please—ask for references this time.)

5. Hire a Team That Doesn’t Disappear

Look for web design support that offers ongoing communication, not just one-off fixes. Ask about client care, response times, and post-launch support.

That’s exactly what Sarah offers through WPConcierge. (And yes, consider this your not-so-shameless plug.)

How WPConcierge Does It Differently

WPConcierge isn’t your average “design-and-done” service. Sarah built it to provide white-glove support for small business owners who need a website that works—and a team that won’t ghost them six weeks later.

Here’s what makes WPConcierge stand out:

• Ongoing check-ins (you don’t have to chase us)
• Clear, human communication (no robotic ticket systems)
• Upfront pricing (and honest recommendations)
• Fast fixes with context (not just “turn it off and on again”)

Because the truth is: a pretty website doesn’t mean anything if you can’t rely on the people who built it.

If you want to dig into the value of proactive care, check out why WordPress maintenance services are essential for your website’s success.

Why the Basics Matter More Than Ever

Too many agencies chase shiny objects—AI widgets, fancy animations, over-the-top funnels. But for most small businesses, that’s not what makes or breaks your online presence.

Here’s what does:

• Functionality: Is your site working?
• Accessibility: Can people find and use it?
• Responsiveness: Is your team reachable?
• Trustworthiness: Do you show up when it counts?

That’s why replying to an email, giving a realistic timeline, and being upfront when something isn’t working is the new gold standard.

It’s not basic. It’s essential.

And if you’re wondering how to prepare for the worst, these five tips for excellent WordPress backups are a great place to start. WPBeginner also has a great backup tutorial if you’re DIY-ing it.

What Clients Are Actually Looking For

Spoiler alert: they’re not looking for perfection. They want peace of mind.

When a client says, “Thank you for responding,” they’re not being dramatic—they’ve just been burned before. They’re used to freelancers disappearing, projects stalling out, and having to DIY their way out of technical messes.

They’re not asking for miracles.
They’re asking for follow-through.

If you can give that? You’ll have more referrals than you can handle.

You Deserve Better

If you’re a small business owner who’s been ghosted by a web designer, I want you to hear this loud and clear:

You’re not crazy. You’re not high-maintenance. And you deserve better.

You deserve:

• Clear communication
• A working website
• A partner who treats your business like it matters

And if you’re the freelancer reading this thinking, “Damn… I’ve ghosted a client before,” it’s not too late. Take a breath. Send the email. Be honest. That one message might restore the trust, or at least give your client a clean exit.

If you’re concerned your abandoned website might be vulnerable, read what to do if someone hacked your WordPress.

Final Thoughts: Be the Anti-Ghost

Sarah didn’t start WPConcierge just to build websites—she started it to do things differently. And I’m proud to be part of that mission.

We care about small businesses, solo founders, and people building empires from their kitchen tables. We care about communication, clarity, and calm. We care about doing what we say we’re going to do.

If your last designer ghosted you, don’t give up. There are good people out here.

And if you’re a creative professional?

Be the one who replies. That alone might make you unforgettable.

Need a website team that actually replies to your emails?

Check out WPConcierge. It’s where professionalism meets real support.