Helping George Roberts Build Confidence Through Consistency
How returning to Dock created stability for a locally based, international scaffolding firm
Most businesses are far too busy to be constantly thinking about their website. That’s certainly the case for Liverpool-based engineering and scaffolding firm George Roberts, who returned to Dock in 2025 looking for consistency, continuity and practical support.
Scaffolders and Dockers, Reunited.
When we first started working with George Roberts, our job was to help them grow two distinct parts of the business.
- Drive large scale, enquiry led international supply for projects such as oil installations, major infrastructure projects, and heritage restorations.
- Develop a more accessible eCommerce platform for smaller orders, local collections, and an easy way for customers to buy what they need.
Everything was going to plan.
Then, in 2020, George Roberts decided to refresh their approach and work with another agency. No problem. These things happen. We happily helped them transition to their new London-based agency.
Fast forward five years, and George Roberts had found their relationship a little turbulent.
Changing account managers, shifting priorities and lack of continuity meant they weren't getting the services they needed or the results they expected.
We were still in friendly communication with the team, who invited us in to talk about the situation with their site. We gave them feedback on what was working and what wasn’t, and they asked for our two quid's worth on what we would do differently.
They were excited by our ideas, both from a cost perspective and the services we could provide.
So, George Roberts came back on board with Dock.
Small Fixes. Big Difference.
We got back into our flow immediately, starting with a technical audit. Then, we made the site faster by reducing the bloat that comes with overcomplicated code, unnecessary third party apps, and quick fix plugins.
The main issues to address were improving the checkout process and simplifying payments.
A clunky account sign-up was putting people off exploring products on the site. George Roberts was told it wasn’t possible to remove it (at least not affordably).
It wasn’t complicated. We sorted it quickly at no extra charge.
They’d also been quoted an eye-watering sum to transition from the outdated payment gateway, Sage, to a more modern solution, Stripe.
We did it as part of our monthly retainer.
Consistency Creates Momentum
It’s tempting for an agency to sit there, take the money, and just be on hand like an insurance policy.
But if we’re being paid, we’re going to work for it.
That means regularly reviewing the site from the user experience perspective. Being in constant contact with the team. Proposing new designs and ideas to improve the site, iteratively, month on month.
George Roberts doesn’t proactively ask us for these things. They trust us, saying, “You’re the experts. Give us the insights.”
Month on Month, we’re seeing sales improve, while online and offline enquiries continue to grow.
That doesn’t come from sitting still. Consistency creates momentum.
Properly Looked After
The MD and IT Manager can’t be on the website every day. They’ve got other things to do, especially since George Roberts experienced several internal changes, including staff responsible for the website moving on.
So we’ve become an extension of the team. People who know the website inside out. People who can offer advice, spot opportunities and help solve problems before they become bigger issues.
There’s security in having an annual strategy with a quarterly plan and knowing your website is capable of helping you achieve it.
Most importantly, George Roberts knows somebody is keeping an eye on things.
And when you’re busy running a business, that peace of mind is priceless.
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