| This article covers scope creep in web design. Scope | | | | need to know how long it really took). This adds |
| creep, the pushing outward of the project | | | | value to them and can cement your relationship with |
| specifications by the client, has happened to | | | | the client whether they are new business or existing |
| practically every design firm out there. In this article I | | | | clients. |
| will cover the more basic ways to deal with scope | | | | You may also consider doing larger changes in an |
| creep in a manner that pleases the client and keeps | | | | initial project for free if there is the possibility of |
| you profitable. | | | | more work down the track. Again, it may be good |
| The first aspect to consider for controlling scope | | | | for business. But bare in mind that such behaviour can |
| creep is the need for setting out very clear design | | | | create a precedent in the client's mind. They may |
| specifications for the project from the outset. The | | | | then expect other, larger changes for free too. |
| client needs to agree to a set web project and what | | | | Charge them for changes regardless |
| will be included for what cost. The very worst thing | | | | You may decide that any changes outside of the |
| you can do as a designer is say you'll design site Y | | | | scope, regardless of the amount of work involved |
| for X amount, period. If Y is not specified the client | | | | need to be added to the final bill. That's fine of |
| then has free rein to request improvements, changes | | | | course but you need to be ready to handle such an |
| and add-ons ad infinitum. And you're limited to X in | | | | event. Once the request comes through, analyse the |
| fees, not a good result. | | | | work involved and price it up. Then you can contact |
| But even if you stipulate what is to be provided | | | | the client by email or letter and simply state that |
| expect scope creep to happen. When the client first | | | | improvement Y is outside of the current project |
| approached you they probably had little idea of what | | | | specifications and will cost X dollars to complete. You |
| they wanted apart from a completed website. As | | | | will undertake the changes as soon as you have |
| the project continues and they become savvier, they | | | | confirmation from them to proceed. It's that simple. |
| will ask for changes, be it extra pages, an email | | | | The negative side of this approach is that new clients |
| newsletter, a blog or some such. How you deal with | | | | may not appreciate your inflexible attitude and look |
| these requests is important. We will discuss the two | | | | elsewhere. |
| main alternatives below. | | | | Either approach can work although I tend to use the |
| Give them the change for free | | | | first method. Good customer relations can be worth |
| This is fine if the change will be quick to implement. If | | | | far more than the immediate revenue forgone. One |
| it's less than half an hour's work, say, then go ahead | | | | last word of warning: be consistent across all projects |
| and do it. But you should let the client know it is | | | | with any strategies you employ. Clients can easily talk |
| outside the scope of the project however. That | | | | to one another and if one finds out they're being |
| gives them their first warning about adding more | | | | treated differently (worse), they're leave you and |
| demands later but it also shows them that you are | | | | from then on the only time they will mention you is |
| prepared to do something for nothing (they don't | | | | to warn others away. |