Great Service Isn’t a Slogan - It’s a Reflex

At Blockbuster Entertainment, one of my first lessons in business wasn’t about movies—it was about people. Great service wasn’t a training module or a memo from corporate; it was a reflex, a mindset. When I managed a store, a customer came in one day furious about late fees. Our system showed multiple attempts to notify her—calls, emails, even notes on her account. But instead of debating the facts, I wiped the fees clean and simply asked her to be more mindful next time. She left smiling, and I learned that day what it means to be empowered to make things right.

That mindset still drives my business at Starting Gate Marketing. While other agencies may quote policy, I prioritize people. Whether a nonprofit is trying to launch before a grant deadline or a startup needs weekend support, I’m there—no ticket system, no waiting. I listen, respond, and take ownership.

Proactive, Human-Centered Support

Service today is too often treated as a checkbox. But real service is proactive. It’s anticipating needs before they’re spoken. It’s about building trust not just through pixels and code, but through responsiveness, humility, and reliability. And in the digital age, where business happens across time zones and expectations are sky-high, that matters more than ever.

One of the most important lessons I carry into web design is that service is more than fixing what’s broken. It’s removing friction before it causes frustration. That’s why I build sites that are easy for my clients to update, that work across devices, and that launch on time. It’s why I walk clients through every step and anticipate questions before they become concerns.

At Blockbuster, we were taught that every customer walking into the store had expectations—and it was our job to exceed them. That same principle applies to digital clients. They may not know all the terminology, but they know how they want to feel: confident, supported, and heard. That’s the experience I aim to deliver with every build.

Trust Goes Beyond Design Skills

It’s also why I’ve been able to maintain a perfect 5-star review record across hundreds of projects. When clients trust you to deliver something critical to their business—whether that’s a brand refresh, a new eCommerce platform, or an accessibility-certified nonprofit site—they’re trusting more than your design skills. They’re trusting your service ethic.

And when things don’t go according to plan—and in web design, that sometimes happens—how you respond matters more than anything. That’s where I’ve found my experience in real-world customer service truly pays off. I don’t disappear. I don’t pass blame. I fix it, fast.

In today’s crowded web design space, where freelancers are abundant and agencies are automated, what separates good from great is still service. It’s not about a slogan. It’s about what you do when the client needs you most. It’s about making sure that, no matter the challenge, you leave your clients better off than when they found you.

From movie rentals to mission-critical websites, great service is still the most powerful differentiator.

It’s not about promises. It’s about how you respond when things don’t go according to plan. That’s what clients remember. That’s what builds relationships. And that’s why, for me, service will never be a slogan. It will always be a reflex.

 Start Your Project with a Top Atlanta Web Design Company

Steve Crayne

Starting Gate Marketing

Frequently Asked Questions

How does Steve Crayne’s background in customer service influence his web design work?

Steve’s early career managing Blockbuster stores taught him that real service is about empowerment, responsiveness, and problem-solving. That mindset now shapes his web design projects, ensuring clients feel heard, supported, and confident every step of the way.

What makes Starting Gate Marketing different from other web design agencies?

While many agencies rely on ticket systems and automated replies, Starting Gate Marketing offers proactive, human-centered support. Clients get direct access to Steve, fast responses, and true ownership of challenges—not excuses or delays.

Why is customer service important in web design?

Building a website is more than delivering pages—it’s about trust. Clients need to know their project will be launched on time, that issues will be resolved quickly, and that their concerns are understood. Steve’s service-first approach ensures all of that, turning projects into lasting partnerships.

How can I work with Steve Crayne at Starting Gate Marketing?

To start your project with a top-rated Atlanta web design company , simply reach out here. Whether you’re launching, scaling, or repositioning, Steve will help you show up online like you’ve already won.