How to handle clients’ web designing expectations


5 magical methods of handling clients’ web designing expectations

Every web designing and development agency should know how to cater to and manage their client’s expectations successfully. Effective client management is considered the base of a profitable and healthy venture. Do you know why? It is because a happy client will always come back to you and refer your services to others. They will be reluctant to approach your competitors.

This is not a forum on what a client’s web designing expectations are, but how you can work your way around to handle them effectively.

I think there are two variants of clients. They are:

  1. Clients who acknowledge that they are not experts provide all the details in the most precise manner possible. They appreciate the skills, recommendations, and time of the development team. Sometimes, they even provide a kind of tip in recognition of their excellent services upon project delivery.
  2. Clients who have endless requests and have inconsistent approvals provide all the requirements but in an unorganised manner. They undervalue the development team’s expertise, and upon project completion, ask for reproduction from scratch because they are themselves confused with their requirements. Sometimes, they refuse to pay in the end.

Having said those on the top, the expectations of the clients are similar to your expectations. But since you are the expert here, you, your web designing company, and your clients must be on the same page before commencing any work. Let’s begin the magic.

1. Anything that raises eyebrows, flag it immediately.

It is not rocket science for you to identify red flags. However, the tedious part is to correct those and guide the clients’ expectations on the right path. Often you may have heard, “The design will be easy; it should be a matter of 3-4 days for you”. It would be best if you told them boldly that “The process is for the team to carefully go through the specifications initially, and then provide a timeline.”

Additionally, the client may also say, “They are very busy, so please do not worry about asking us small and simple things.” You must assert that “It is their website that our web designing team is building. We require their complete attention and commitment”. Alternatively, you can say, “We will send the report of our progress at regular intervals. And, we expect your feedback in 1-2 business days”.

2. Be concise and clear with your answers.

Clients have a vast list of questions before the project commencement — your responsibility as a web designing and development agency is to answer each of their queries truthfully. Clients love transparency from start to finish.  Once they know about various services and providers, they tailor their expectations accordingly. One of the critical aspects of being truthful is to tell your client that some of the features they want do not add value. Upon saying this, it is vital to provide your clients with alternative ideas and service based on their budget and need. It would be best if you educated the client in any way possible. Sometimes clients will ask you for flashy features. You must also explain the internet’s current trend and why they should have it on their website. If you can present every recommendation with an example and explanation, I am sure you can convince your client.

3. Don’t wait forever to build trust and confidence.

If your client uses the phone, email, or contact form, you should always strive to respond as early as possible. Three hours is a reasonable time frame. You don’t have to reply in the middle of the night, but you should make the call what is suitable. It should not be after two days. You can consider a predetermined response to assure clients that their email message did go through. In the world of business, there is nothing called over communication.

Do not play the waiting game.

In the trust-building process, openness is an integral part. The way of answering a question in addition to the quality of answers is an important aspect. It is important to inform clients about how the team works, its composition, the way milestones are set, etc. It greatly helps in efficiently managing the clients’ expectations.

4. Documentation is the key.

Topics discussed in the client meetings should be documented. It could include things that are not part of the specifications, project scope, proposal, and contract. These are your lifelines to refer back to for assurance if your client rapport turns sour. For instance, any additional web designing and development work or features require extra cost. Any extra work away from the scope need a signed request as necessary.

All the timeframes, deadlines, deliverables, KPIs, milestones, and feedback should be well documented. The outcome of the project should also be listed in detail. These practices keep the elements of doubt at bay while allowing you to justify any extra costs if needed.

5. Open, constant, and transparent communication is gold.

Open, constant, and transparent communication is considered the gold standard that every provider and client wants. As a web designing and development service provider, you should ensure the client understands and agrees to specific points of the project, including costing, payment modes, reporting, etc. You should also ensure that the client is entirely comfortable with their share of responsibilities and the process involved.

Effective Communication is gold.

From the start to the finish of the project, you have to ensure you keep in touch with your clients at regular intervals regarding any challenges. This is mostly for issues that may affect the project milestones and deliverables and timely project delivery. It should be documented in the contract.

Additionally, setbacks and arguments are inevitable between you and your clients. However, it is essential to determine the reason for any clashes, so there is no blame on each other, should the expectations are not met.

Open, constant, and transparent communication does not guarantee a smooth journey of a project. It is also an excellent opportunity to talk about the project when some things are not right. The journey rarely goes as planned, but addressing them is crucial. You should be open to clients if you have any concerns.

Give more in the end, but promise less.

There is no better feeling than meeting the client’s exact expectations. Still, you can always go above and beyond their expectations. Your commitment to your client is the least expected of you.

The key to a better business relationship is to throw in free stuff such as doing minimal additional works or answering technical questions not directly related to the project. Clients also love it when their project is delivered before the deadline.

If you want to hold on to a client and continue to meet their expectations, you have to invest your time and energy. Be the ace web design and development agency that you are and continue to onboard new clients.


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