Web design maintenance requests are inevitable for any web designer who works with clients. Whether it's a minor tweak, a major overhaul, or a recurring update, you need to have a clear and efficient process for handling them. In this article, we'll share some tips on how to manage web design maintenance requests and keep your clients happy.
The first step to handle web design maintenance requests is to set clear expectations with your clients before you start working on their project. You should discuss and agree on the scope, timeline, budget, and deliverables of the web design project, as well as the terms and conditions of the maintenance service. You should also specify what kind of requests are included and excluded from the maintenance service, how often they can be made, how long they will take, and how much they will cost. Having a written contract or agreement that outlines these details can help you avoid misunderstandings and disputes later on.
During my freelance web design journey, I learned a valuable lesson. When working with a client on his website, I eagerly fulfilled his requests for changes without considering the long-term impact. Gradually, the website veered away from the original design, resembling an office page rather than a professional site. This experience highlighted the importance of setting clear terms and conditions for maintenance requests. I now prioritize comprehensive contracts that outline included and excluded changes, avoiding misunderstandings and disputes. Effective communication and managing client expectations are key to maintaining design integrity while accommodating necessary updates.
Setting out the project guidelines and what is in and out of scope is essential. It builds the boundaries needed to stay on track and within budget throughout the creative design process. I also recommend setting multiple review points with the stakeholders. To gain feedback and fast approvals. Thus allowing for any unforeseen changes and additional out-of-scope work to be quickly addressed. This creates open and transparent lines of communication and expectations to be managed professionally until the completed project handover is made. You must also consider that well-written agreements should account for some limited flexibility and allowance for changes and goodwill.
Website maintenance is covered within our clients' support service with us. If anything goes wrong, we fix it for them, quickly, and this is included in their monthly package. For any new ad-hoc requests, our clients are provided with a quote for the development work, once approved, we'll let them know when the work will be done. For more major work, it will need a discovery session, from which we'll then be able to produce a proposal. This kind of work is likely to involve a designer as well as a developer.
I often find it is a lack of understanding on the buyer’s end when you continually deal with changes and requests that don’t fit the original agreement. A useful thing to do here is give a certain number of reviews to a client (at the design stage, for example), then any further revisions are additional. It’s also helpful to book those design reviews in so you can give context to the client. In the maintenance stage, it’s important to educate people that unless constantly worked on, websites do ‘rust’, they need maintenance to run (security updates, bug fixes etc…). You can show value to clients by showing instances of where businesses have got it wrong in the past which has lead to issues.
During the final phases of development we engage the client to consider hosting options and ongoing support. We tailor the options for each client, based on their budgets and management team, for example, a larger ecommerce client would have higher demands 24/7 than a smaller client, managing their brochure site. We contain all the chosen options in a Monthly Service Level Agreement and get it signed separately. Tickets are run through unique forms into our client's Trello boards, giving both sides visibility on each issue.
The second step to handle web design maintenance requests is to communicate effectively with your clients throughout the process. You should acknowledge their requests promptly, confirm their requirements and expectations, and provide them with regular updates and feedback. You should also use clear and professional language, avoid jargon and technical terms, and explain the rationale and benefits of your design decisions. If you encounter any issues or challenges, you should inform your clients as soon as possible and propose solutions. Communication is key to building trust and rapport with your clients and ensuring their satisfaction.
Mastering effective communication is paramount in handling web design maintenance requests. Promptly acknowledging client needs, providing regular updates, and explaining design decisions with clarity and professionalism fosters trust. Transparently addressing challenges ensures client satisfaction and strengthens professional relationships.
Based on experience, a client is appeased if you give them a detailed timeline based on a clear list of deliverables - and if applicable, a list of what you need from them to get the job done. Be clear with what you can deliver and what you need to deliver.
The feedback loop. Don't expect, but command the updates, set the deadlines and expectations. It could be 1 hour or 1 week for the loop, but create it with all those involved and keep the projects on track in the most efficient way possible.
Some of the few things I have found successfully include: Scope Definition: Start by thoroughly understanding the client's needs, differentiating between initial project scope and ongoing maintenance. Realistic Timeline: Be honest about project timelines and allow for unexpected challenges. Clear Deliverables: Define what constitutes a successful project and outline maintenance expectations. Maintenance Terms: Clearly state terms and conditions, including response times and support levels. Request Management: Specify how clients can submit maintenance requests efficiently. Cost Estimation: Provide a pricing structure for maintenance, whether monthly retainers or pay-as-you-go.
Communication is so important in any project. Email, text messages, phone calls, video calls, or in- person meetings are all very helpful. It is helpful to share the screen in a video call for all types of design work since it is a visual art form and words can sometimes be misinterpreted by just an email or phone call. A video call is really the fastest way to look at a design in real time and talk about elements on the page. Especially for web design where some of the more intricate details can be viewed easier on a video call or in person if you are so inclined.
The third step to handle web design maintenance requests is to prioritize and schedule them according to their urgency, complexity, and impact. You should have a system for tracking and organizing your requests, such as a spreadsheet, a calendar, or a project management tool. You should also have a workflow for completing your requests, such as a checklist, a template, or a code snippet. You should assign deadlines and time estimates for each request, and stick to them as much as possible. You should also balance your workload and avoid taking on too many requests at once, as this can compromise your quality and efficiency.
I recommend a client portal where the client is supplied with information as to completion of tasks and the overall project. The portal does not need to list specific details, but rather the stage the project is in, whose responsible for the current task, and % to completion. Transparency goes a long way in keeping the client's trust and providing them with information which they value saving you both time in the end and building a true relationship.
Prioritizing and scheduling maintenance requests is essential for managing my workload efficiently and ensuring client satisfaction. I use a system to track and organize requests, and consider urgency, complexity, and impact when prioritizing. I assign deadlines and time estimates, and communicate regularly with clients to keep them updated on my progress. I'm flexible and adaptable, and I always strive to meet my deadlines. By following these tips, I'm able to prioritize and schedule maintenance requests in a way that is both efficient and effective. This helps me to manage my workload effectively and ensure client satisfaction.
Create a schedule that is realistic and achievable. Don't overcommit yourself and try to schedule too many requests at once. Consider your workload and other commitments. Make sure that you have enough time to complete the requests on time. Be flexible and adaptable. Things don't always go according to plan, so be prepared to adjust your schedule as needed. Communicate your schedule to your clients. Let them know when you expect to start and finish working on their requests. Set deadlines for each request. This will help you to stay on track and avoid procrastination.
When clients submit support requests, I have them let me know how urgent a project is. This lets me know what I need to prioritize when they send multiple items. Then I work through a checklist and send updates. I try to schedule as much of a client's work at once as I can so that I'm not jumping between projects.
We offer a 48-hour completion time on all maintenance requests. At times, we experience a higher volume of requests coming in. To manage this, we have integrated our CRM, Clickup. The requests directly land into Clickup, where they are categorised and assigned to the respective team member's dashboard for resolution. In case of any issues or uncertainties, the team member can flag it within, Clickup. Upon successful completion of the task, the status is updated in Clickup, which can then be relayed back to the client.
The fourth step to handle web design maintenance requests is to test and document your work before delivering it to your clients. You should ensure that your changes are functional, compatible, and secure across different browsers, devices, and platforms. You should also check for any errors, bugs, or glitches that might affect the performance or usability of the website. You should also document your changes and provide your clients with a summary or a report of what you have done, why you have done it, and how it affects the website. This can help you demonstrate your value and professionalism, as well as facilitate future maintenance.
In addition to documentation for the client, you should document for your business too. Doing so will improve the accuracy of your SOPs and help new employees as you expand your business.
Testing and documenting my work is essential for ensuring a high-quality and professional web design service. I take the time to test my changes across different browsers, devices, and platforms, and check for any errors, bugs, or glitches that might affect the performance or usability of the website. I believe that good documentation is essential for keeping track of my changes, demonstrating my value and professionalism to clients, and facilitating future maintenance. I typically provide my clients with a summary of the changes I have made and how they affect the website. By taking the time to test and document my work, I can build trust with my clients and ensure that their website is always running smoothly.
Proper tests and documentation are a major key to reliable service delivery and maintenance. Before applying any changes or updates to the live website, it's crucial to test them in a controlled environment. Set up a staging or development environment that mirrors the production site. This allows you to identify and fix any issues or conflicts that may arise. Ensure that all the website's functionalities are working as expected after implementing the maintenance request. This includes testing forms, links, navigation, and interactive elements. Test the website on various browsers (e.g., Chrome, Firefox, Safari, Edge) and devices (e.g., desktop, mobile, tablet) to ensure consistent performance and compatibility.
Good documentation can also add to your value proposition. This is often the part that is left out by most designers, but it is often crucial for the continuity of the project.
I cannot emphasize enough the importance of automated backups of your clients’ websites! Anytime you make significant changes, you could need to roll back your code, the CMS, plugins, etc. Think ahead! Create a backup schedule that makes sense considering the frequency and complexity of the requests that have been made historically. Fresh backups mean reduced stress for the web team when it’s needed most and the best outcomes for the client.
The fifth step to handle web design maintenance requests is to get feedback and approval from your clients before finalizing your work. You should ask your clients to review your changes and provide you with their comments, suggestions, or questions. You should also be open to their feedback and address any issues or concerns they might have. You should also seek their approval and confirmation before making your changes live or permanent. This can help you ensure that your clients are happy with the outcome and that you have met their expectations and requirements.
In my experience, clients are time poor. So whatever solution you've provided, make it really easy for them to verify and to confirm they're happy with it. Then, always ask if there's anything else you can help with. This creates a positive feeling with the client on every support request as it shows them you're not just 'getting this one thing done' ... you're always here to support them further with anything else. Always be pushing yourself to think 'how else can I help my client here'. This mindset will set you apart from many of your web design competitors and create a long standing relationship with your client.
We at @wholegrain digital set up a kanban board to manage client's requests. We ask clients to set a 'user acceptance criteria when the task is added to a backlog. For approval, we complete the task according to the user acceptance crieteria (sometimes beyond what they need) and then complete internal Quality Assurance (QA). Finally this task is then moved to their QA and approval column before it is pushed live. This ensures that two sets of eyes have been on this task and the client has had a chance to see the completed task on the staging before pushed through to production.
As a client-oriented web designer, I prioritize obtaining feedback and approval throughout the design process. By actively involving clients and seeking their input, I ensure the final product aligns with their vision and exceeds their expectations. This collaborative approach fosters a successful partnership and client satisfaction.
Getting feedback and approval from clients before finalizing web design maintenance requests is essential for ensuring their satisfaction and meeting their expectations. I ask my clients to review my changes and provide me with their comments, suggestions, or questions. I am open to their feedback and address any issues or concerns they might have. I also seek their approval and confirmation before making my changes live or permanent. This collaborative approach helps me to ensure that my clients are happy with the outcome and that I have delivered a high-quality service. It also helps me to build trust and rapport with my clients, which is essential for a successful long-term relationship.
Imagine doing a "perfect job" in your opinion and leaving it at that, not cool, before closing and finalizing any maintenance request always get feedback and approval for the job done, until satisfied iterate and reiterate till satisfaction is achieved. it is important that as a web designer, you understand this because it has helped me not to be frustrated at the back and forth that comes with maintenance requests and I hope this understanding helps you too.
The sixth step to handle web design maintenance requests is to review and improve your process and performance. You should evaluate your results and feedback, and identify what went well and what can be improved. You should also update your portfolio and testimonials with your latest work and achievements. You should also seek opportunities to learn new skills and techniques, and stay updated with the latest trends and best practices in web design. You should also solicit referrals and testimonials from your satisfied clients, and look for ways to expand your network and reach. By continuously reviewing and improving your process and performance, you can enhance your reputation and credibility as a web designer and attract more clients and projects.
I like to post about my clients' Web site updates on my own social media. It helps widen the network of people reading about my clients' latest accomplishments -- their new book, an article they're quoted in, their latest downloadable offering, etc. -- and find synergies that we may not have known about before.
In the realm of web design, continuous improvement is key. By reviewing results, updating portfolios, and staying informed of trends, we can enhance our skills and credibility.
I hear learning never ends, well, as a web designer improvement never has an end date and the best way to do this is to thoroughly review previous projects and explore new ideas, trends and concepts with new projects, you can present these new improvements to your previous projects and with permission implement to always have a great portfolio.
While you can offer website maintenance requests as additional services, being a marketer and designer, I also believe in empowering clients to be self-sufficient when it comes to managing their own websites. Instead of handling maintenance requests directly, I advocate for the use of user-friendly website builders to educate customers and enable them to take control of their own websites. Today there are several platforms that offer intuitive interfaces that make it easy for clients to update content, add new features, or troubleshoot issues independently. By fostering this sense of autonomy, we can not only save time and resources but also empower our clients to have a deeper understanding of their online presence.
Web design maintenance requests are the perfect way to implement new strategies from a search perspective. We can use this instance to fix many warnings, notices or errors that has not been handled, that’s why, from an SEO perspective we could help this process with an extensive technical audit prior of the implementation of the website updates.
A thing to consider is splitting tasks into proactive and reactive. For example updates, security, backups, malware scanning are proactive... But this can also include site improvements. Reactive is client requests. Both types need handling in different ways but really help enhance an offering.
Understand the goal and reason behind the maintenance, is it necessary, or is it to make that logo bigger request? Once that is clarified, set a deadline for when you can test, A/B testing might be an efficient way to see what aligns better with the goals. Once tested, push it out, and keep track using analytic tools.
If the website is designed on a popular platform there is usually a help or blog section you can direct those who prefer to complete themselves rather than compensate you for your time and expertise. Going rate for maintenance should be in the $80 to $200 per hour range depending on level of technical support.