"Not working" means different things.
When a Kent tradesperson tells me their website "isn't working", it usually means one of two things: either nobody is visiting it, or people are visiting but not getting in touch. These are two very different problems, and they need different solutions. Before you do anything, figure out which one you're facing.
Problem 1: Nobody is visiting your website.
This is the most common issue, especially for new sites. A website isn't a shop on the high street; people don't just stumble upon it. You have to tell them it exists. If your website is a ghost town, here's where I'd start looking:
Are you showing up on Google?
The first place most people look for a local service or product is Google. Type in what your ideal customer would search for (e.g., "plumber Folkestone," "bakery Canterbury," "web design Sandwich") and see if your site appears. If it doesn't, or it's buried on page 5, that's your primary problem. This isn't about paying for ads, but about making sure Google understands what your site is about. Check your Google Business Profile – it's crucial for local businesses.
Are you telling people about it?
It sounds obvious, but many businesses forget to actually promote their website. Is your website address on your van, business cards, invoices, and social media profiles? Are you mentioning it in conversations? Think of it as a digital storefront – you still need to put up a sign.
Problem 2: People are visiting, but not getting in touch.
If you're getting traffic but no enquiries, then the problem isn't visibility, it's conversion. Something on your site is stopping people from taking the next step. This is where you need to put yourself in your customer's shoes.
Is it clear what you do and who it's for?
Visitors land on your site. Can they tell within 5 seconds exactly what service or product you offer, and if it's for them? If it's vague, jargon-filled, or requires too much digging, they'll leave. Be direct. "Emergency Plumber in Dover" is clearer than "Comprehensive Plumbing Solutions."
Is it easy to contact you?
This is a big one. Is your phone number prominent? Is there a clear contact form? Do you have a WhatsApp link? If someone has to hunt for your contact details, they probably won't bother. I've seen countless sites where the "Contact Us" link is tiny or buried in the footer. Make it impossible to miss.
Does your pricing page make sense?
For service businesses, a confusing or absent pricing page can be a huge deterrent. People want to know roughly what they're getting into. You don't have to list every single price, but clear service packages or a "starting from" price can make a big difference. If you're hiding your prices, people assume the worst.
What to fix first.
Don't try to fix everything at once. Pick the biggest bottleneck. If nobody's visiting, focus on Google Business Profile and local SEO. If they're visiting but not converting, start with clarity and calls to action. A small, targeted change can often have a much bigger impact than a complete redesign.
I've seen businesses in Ramsgate and Deal turn their websites around with just a few focused tweaks, often without spending a fortune. It's about understanding the problem, not just throwing more money at it.