How Agencies Can Take Control of Scope Creep in Website Projects

Scope creep is one of the biggest challenges agencies face when building websites. It starts small—an extra page here, a small functionality tweak there—but before you know it, the project has expanded far beyond the original agreement. This not only eats into profitability but also strains timelines and client relationships.

So, how can agencies manage scope creep effectively? Here are some specific strategies to keep projects on track while keeping clients happy.

1. Start With a Crystal-Clear Scope of Work

A vague project scope is an open invitation for scope creep. Be as detailed as possible in your Scope of Work (SOW) document, including:

• The exact number of pages and templates included
• Specific functionalities (e.g., contact forms, e-commerce setup, integrations)
• Design rounds and revision limits
• Content expectations (who provides copy, images, etc.)
• Timeline and key milestones

Having everything in writing makes it easier to push back when a client asks for “just one more thing.”

2. Use a Change Request Process

No matter how well you define the scope, clients will request changes. Instead of saying no outright, introduce a Change Request Process:

• Document the requested change
• Assess its impact on cost and timeline
• Present the client with a formal change order for approval

This helps clients see the real impact of their requests and discourages unnecessary changes.

VIew our Example of a Detailed Change Request Process for Website Projects.

3. Set Clear Expectations on Revisions

Revisions are a common area where scope creep occurs. To avoid endless tweaks:

• Limit revision rounds (e.g., one rounds of revisions per design phase)
• Define what constitutes a revision vs. a new request
• Charge for additional revisions beyond the agreed limit

Make sure this is outlined in your contract and communicated clearly to the client.

4. Educate Clients on the Process

Clients often don’t realize how much effort goes into even minor changes. Setting expectations upfront helps prevent unrealistic demands.

• Walk clients through the web design and development process at the start
• Explain why certain requests require extra work
• Provide a structured feedback process to avoid last-minute additions

A well-informed client is less likely to make excessive requests.

5. Track Time and Changes Religiously

Make sure to clearly  log tasks and track changes. Keeping a running list of extra requests that the client has access to and sees makes it easy to:

• Show clients how much work has already been done
• Justify additional charges when necessary
• Keep the project within the agreed-upon scope

6. Have a Pricing Structure That Supports Growth

Underpricing projects makes agencies more vulnerable to scope creep because there’s no margin to absorb extra work. Ensure your pricing:

• Accounts for potential revisions and refinements
• Includes an hourly rate for out-of-scope work
• Has a buffer for unexpected changes

If a client wants extra features, they should be paying for them.

7. Learn to Say No (Politely, But Firmly)

Agencies often feel pressure to say yes to every client request, fearing it will damage the relationship. But setting boundaries actually builds respect.

• When a request is out of scope, acknowledge it and refer back to the contract
• Offer alternative solutions (e.g., adding the request to a future phase)
• Remind the client of the approved scope and timeline

A simple response like “That sounds like a great feature! We can include it in the next phase after launch” keeps the conversation positive while maintaining control.

Final Thoughts

Scope creep is inevitable, but it doesn’t have to derail your projects. By setting clear expectations, tracking changes, and reinforcing boundaries, agencies can keep projects profitable and clients satisfied.

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