Stephen Neville, CEO of BugHerd, and teamed up in a webinar with Gray MacKenzie, founder of ZenPilot, where they took attendees through actionable insights on how agencies can deliver web projects on time and within budget.

Drawing from years of experience in agency operations, Gray provided practical advice for overcoming common challenges, setting clear expectations, and implementing processes that drive success. 

Based on the webinar discussion, this blog will outline how to prevent small problems from escalating into major client issues, and how to create actionable Standard Operating Procedures (SOPs) that your team will consistently follow. You’ll learn about how to set shared expectations with clients, make your workflows seamless by embedding processes into daily tasks, and identify potential issues early with a simple yet powerful account dashboard.  Read on  ….

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1. Why do web projects often go off track?

The two root causes for web projects going off track are poor initial scoping and unchecked scope creep. These issues not only jeopardize project timelines and profitability but also risk straining client relationships. By understanding and addressing these root causes, agencies can create a foundation for more predictable, efficient, and client-focused project delivery.

Poor scoping: Misjudging the scope of a project (due to a lack of historical data or experience) often leads to unrealistic timelines and budgets. Many agencies fail to use the time-tracking data they collect to refine their scoping and planning processes, and they may also commit to an overly tight deadline in order to win the business.

Scope creep: Dynamic client requests frequently expand project requirements beyond the agreed scope. Without a clear strategy to manage these changes, agencies risk either profitability or client dissatisfaction, or many times, both.

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2. Setting clear expectations with clients

One of the foundational aspects of successful project delivery is managing client expectations from the outset by using three key strategies:

1. Consistency over perfection: Agencies should aim to consistently meet client expectations rather than sporadically exceeding them. Trust is built on reliability, not occasional over-delivery.
   
   
2. Leverage visuals: Client journey maps, process diagrams, and other visuals are invaluable tools for setting clear expectations. These artifacts serve as reference points throughout the project, helping clients and teams align on scope, deliverables, and timelines.
   
   
3. Timely communication: Clients value prompt updates, even if it’s just acknowledging their inquiry and promising a timeline for a detailed response. Proactive communication can diffuse potential misunderstandings early.

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3. Addressing scope creep without damaging client relationships

Scope creep is a significant challenge in web projects, but it can be managed effectively by identifying and clarifying requests and communicating the additional costs to the client.  

Many agencies fall into the trap of taking on extra work in a project to appease the client, but when a request is outside the original scope, agencies should frame the conversation diplomatically and provide a quote for adding an extra component to a project.

It’s important to establish boundaries early and set clear expectations during the kickoff phase about what’s included in the scope, and the process for handling additional requests.

Proactively addressing scope creep not only preserves profitability but also maintains a positive client relationship.

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4. Using data to track progress and profitability

During any web development project tracking data to monitor project health and profitability is crucial to ensure that the project is running on track. Agency operations expert, Gray MacKenzie, pinpointed three strategies for tracking project success.

• Measure project profitability by calculating the gross margin for each project.  This is done by subtracting the cost of labor and other expenses from the project revenue. Agencies should aim for a gross margin of 50%-60%.
  
  
• Keeping track of time spent on a project using tools like ClickUp, Harvest, or custom dashboards helps agencies track how time is allocated across tasks and phases, providing insights into project progress and profitability.
  
  
• Account dashboards can help teams spot early warning signs, such as delays or misallocated time, enabling proactive interventions and ensuring that hours spent align with the project phase in order to maintain profitability forecasts.

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5. Implementing standard operating procedures (SOPs)

Standard operating procedures (SOPs) are transformative when it comes to ensuring consistency and scalability.  SOPs are detailed, written instructions that outline how to perform specific tasks or processes consistently and efficiently within an organization. They ensure uniformity, streamline workflows, and maintain quality by providing clear, step-by-step guidelines. 

SOPs are particularly useful for training new team members, improving efficiency, reducing errors, and holding team members accountable. In industries like web development, SOPs help ensure the consistent delivery of high-quality work by embedding best practices directly into workflows, promoting adherence, and enabling continuous improvement.

Agencies can implement SOPs by following these simple guidelines:

• Document key processes: Start by documenting the steps for recurring tasks, such as client onboarding. Keep the process simple and focus on clarity.
  
  
• Embed SOPs in project management tools: Integrate SOPs directly into tools like ClickUp or Asana to ensure they’re accessible where the work happens. For example, onboarding templates with checklists, email scripts, and resource links can streamline processes and minimize errors.
  
  
• Iterate over time: As teams use SOPs, they will naturally identify areas for improvement. Agencies should update and refine SOPs regularly to reflect evolving best practices.

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Final thoughts

The webinar underscored the importance of trust, communication, and process optimization in delivering successful web projects. By implementing the actionable strategies discussed, agencies will not only improve their project outcomes but also build stronger client relationships.

For additional resources, including templates and examples, check out ZenPilot’s ClickUp client onboarding template, which provides a ready-to-use framework for improving operational efficiency.

To check out how BugHerd’s website feedback and bug tracking tool can help fast track your website development projects, start a free trial or book a 1:1 demo with one of the BugHerd product specialists.

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