A common challenge that many custom web designers raise with me is that their projects drag on and on, and stretch out longer than expected.

 

Emotionally, this exhausts and frustrates us, adds to our mental load, and impacts our health and job satisfaction.

 

Practically, our schedules get thrown out the window, our other client work gets encroached upon, and the sustainability and bottom line of our businesses get compromised.

 

But it's not only us who are negatively impacted when web project timelines drag out.

 

Our clients also carry the mental load of the unfinished project and many feel frustrated at not being able to get their new websites and their work out into the world.

I'm most grateful for my business these days because the very nature of my one-week website model means that I thankfully don't have this issue in my business (which is one of the reasons why I created this model).

But, not all of us want to switch to a one-week website model – I get that!

However, there's a number of core components of this system that – even if you're a custom web designer – you can still take and implement in your own business.

Here’s the 8 key steps I follow in my business to ensure I can deliver on my promises to my clients and we get their website out into the world both on time and on budget.

01 Communicate scope and set clear boundaries

 

One of the reasons why web projects 'blow out' is because the client doesn't completely understand what's required of them.

 

Website builds can feel overwhelming for our clients, so being clear in your communications with them, and supporting them to be as informed and organised as possible, can help you get a great outcome, and your clients to have a positive customer experience.

 

In my one-week website model I send a detailed proposal document to every prospective client. This document outlines:

• Everything we discussed on our call

• A clear and transparent outline of inclusions and deliverables

• What their tasks and responsibilities would be

• How many hours they'd need to dedicate to their project

• Boundaries around things like customisations and reviews.

Being clear about your process, and one another's roles and responsibilities from the very beginning helps the client make an informed decision about whether or not they have the time, energy and capacity to participate in the ways that will be required of them.

 

02 Craft and reinforce a clear schedule

 

A helpful way to stick to a project's timeline is to create a clear schedule at the beginning of the project, which is why my welcome document outlines the key dates and milestones, which my clients can then add to their calendars.

 

This ensures that both parties are on the same page, and can take responsibility for their relevant tasks and to-dos.

 

I also suggest sending regular friendly emails, reminding clients of upcoming deadlines and checkpoints.

I have a set of standard email scripts that I use for every client, which saves time and ensures I don’t leave anything important out of the emails.

 

This proactive approach helps establish expectations; keeps both parties informed, accountable and on track; and supports you to anticipate and identify any issues or misunderstandings that may pop up.

03 Introduce contract clauses

 

To protect your time, resources and energy, it's essential to include clauses in your contract that address delays and reschedules.

 

You may like to consider daily 'late fees' that are charged if your client is late in getting information/materials/feedback to you, or you could consider applying a delay or reschedule fee if they are a certain number of days late.

 

While setting firm boundaries such as these may feel uncomfortable to you, it's important to keep in mind that they are supportive for both you and the client (and other clients who have also booked your time). 

 

You have your own wellbeing and other deliverables to tend to, and clients tend to find it helpful to have clear and transparent parameters and timeframes to work within.

I recommend The Standout Squarespace Course (that’s an affiliate link btw!) which covers – in amongst many things – important clauses to include in your contract as a web designer.

It’s also important that your clients actually sign their contract before you start work – I send my contracts using Adobe Acrobat e-sign (it’s free with your Adobe creative cloud account!) and I make it clear to my clients that I don’t book their spot in the calendar until that signed contract is received.

 

04 Meet with your client at key stages

 

Incorporating check-in points at important stages of the web project will help prevent it from veering off track.

 

Before content is due, during the build phase, and during the review phase, I suggest scheduling progress meetings to help prevent misunderstandings and last-minute changes that may cause delays.

 

These checkpoints are also a great time to talk about what's coming up next and to make sure the client has important milestones in their calendar.

 

05 Opt for review periods instead of review rounds

 

Moving from review rounds to review periods has been a game-changer at Alana Jade Studio.

 

Not only do review periods streamline the review process, they support you to avoid scope creep and project extensions, and they save on review time because the client is invited to consolidate their feedback.

 

I help my clients focus during their review periods with a helpful video that steps them through what to look for, and I provide them with a shared review document on Google Drive with predetermined headings that guides them through each page of their new website.

 

We then use this review document as a checklist that helps to consolidate everything into one spot (so important things getting lost in emails) and makes sure I don't miss any important requests from the client.

I share more about this process in this article here.

 

06 Spot red flags early

 

Some clients are more prone to causing project delays, and it can save a lot of time and energy to identify them early on.

 

While some of the above tips will help you manage these kinds of clients, what’s better is if you don’t have to deal with these types of clients in the first place.

 

You can do this by going back through your list of clients from the last 1 to 2 years and identifying which clients were dreams to work with, and which were not, and why.

 

Review your sales call notes for these clients and see if you can identify any common themes that could help you differentiate green flag clients from red flag clients, early on in the process.

 

07 Handover with care

 

Something that can take up lots of time is clients returning after a project is completed, asking for changes or edits.

This generally happens because we are not 100% clear with our clients that the project has finished.

 

To avoid this, I give all my clients an in-depth handover pack complete with video recordings and ways they can work with me in the future if they need my help (plus special client-only discounts).

 

Because of this, both parties are clear that the project is now complete and the client knows exactly how to reach out if they need further help.

 

 

08 Adjust your business model

 

If you're at a point in your custom web design business where you feel like you've tried everything, yet your timelines still keep blowing out, it may be worth moving to an alternative business model - like my one-week website delivery system.

 

Without one word on an exaggeration, this model has changed. my. life. Here's just some of the reasons why:

• My web projects always finish on time

• I'm never working on more than one website build at a time (my clients love having my undivided attention and creativity in this way!)

• Each project is predictable and streamlined

• I don't have to spend time creating bespoke quotes

• Each project schedule is the same, which means all the assets I send to my clients (like their proposal doc, project calendar and handover doc) only need some slight and quick personalisations

• My work is of the highest quality because this model supports a way of working that values my wellbeing and nurtures my nervous system.

 

As a web designer, the power is in your hands to manage your projects in ways that support them to stay on track and get completed on time.

 

These eight tips have worked wonders for me in my one-week website delivery system, and I know they can support both you and your clients too.

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