The inevitable "request for revisions" - what should you do?

Hello, I'm Director Oyabuchi.
I think it's the same in many production sites, but in web production too, requests for revisions from clients are inevitable.

However, if the number of revisions increases, it can put a heavy burden on the production side, or it can exceed the initial budget, resulting in additional billing to the client. I think that preventing such situations and guiding the client in a better direction is one of the important roles of a director.

So, this time I would like to talk about what a director should decide and do in response to a client's request for revisions, depending on the type of revision request.

There are three main ways to respond to revision requests:

In fact, when I was just starting out as a director, I thought that all revision instructions from the client were absolute and that it was natural to respond to them all. However, as I gained experience with various projects, I began to think that simply accepting everything could lead to a project not going well.

Why is a fix needed?
How should you respond to a client's request?
I believe that thinking about how to respond to each issue one by one through the production side's "filter" is very important in guiding the project in a positive direction.

Now, I would like to explain three main types of correction responses using specific examples.

1. Make revisions as instructed by the client

First, let's look at the most basic case: making revisions as instructed by the client.

For example, if a client asks for a design revision, saying "I want this part changed to this color," I start by clarifying the client's intention for the revision.

When I asked the client about the intention of the revision,

• The color we originally proposed was not acceptable to the client as it was their corporate color.
• It wasn't to the client's liking.

That's what it was.

Taking that intention into consideration, we consult with the designer to see if there are any issues with the "overall design rules" and then check the amount of time required for corrections and the schedule before taking action.

At first glance, it may seem like a simple exchange, but if you proceed without clarifying the client's intentions from the beginning, it will end up being just a "task."
However, by understanding the intention behind it, you will be able to clearly see how to make corrections, become aware of pages that need similar corrections, and even be able to make appropriate suggestions smoothly when managing or updating the site after publication.

In addition, communicating clearly and understanding the client's intentions will also lead to smoother subsequent interactions.

2. Offer alternatives

Next, let's look at the case of "proposing alternatives in response to a client's request for revisions."

Because clients are not web experts, they may request things that are tight on schedule, technically difficult to implement, or not appropriate in terms of how the website is presented.

Even if a client's request for revisions is difficult to fulfill, it is important not to simply decide that it is impossible, but to consider whether there are alternatives. Also, by clearly understanding the intention behind the revisions from the beginning, alternative proposals can sometimes lead to better results.

Previously, a client asked us to "improve the functionality of our contact form." When we looked at the request documents, we found that the input fields on the form were complicated and required highly difficult implementations such as JavaScript, which made it difficult both in terms of budget and schedule.

In that case, we once solved the problem by first understanding what the client wanted to achieve, and then reorganizing the fields on the inquiry form and changing the way they were presented.

As a result, the client was pleased, saying, "This format seems easier to use and won't make managing inquiries any more complicated," and we were able to complete the project as planned.

What's important here is to consider whether the request from the client is really the right way to respond from the production side. It is necessary for the director to understand the client's intentions and carefully consider what the right way to respond is.

3. Not taking corrective action

The last example is when a request for revisions is made, and although there seem to be no issues within the schedule and budget, you would like to re-suggest that the current version is better.

This is also a personal experience. After implementing a certain plugin, the client asked me to make the following correction.

"The plugin you implemented seems difficult to use, so I'd like you to change it to a different display."

However, from the production side, we felt that the current way of presenting it was optimal, and we had proposed it as content that would be easy to update after publication, so we decided that we should re-propose to the client that "it's best the way it is."

Therefore, we made the following re-proposal:

• Provide examples of other sites that use a similar presentation as a reference, to show that the current presentation is common.
• We will explain how to operate the system as it is and how it would be operated if the presentation were changed, and have participants compare the risks involved.

As a result, the client was particularly concerned about the operational method, and was convinced that "in fact, the current proposal is easier to operate," and we were able to proceed with the original proposal.

In this way, when a request for revisions comes, it is sometimes necessary to explain your professional intentions and reasons as to why you are making the current proposal and persuade the client.

Take appropriate corrective action to reach a better goal

I have explained three patterns this time, but of course I do not think that these are all there is to it. In fact, if I judge it to be in the best interest of the client, I may change the schedule, discuss additional charges, and make major revisions.

Since the circumstances of each project are different, there is no set pattern, but as a director, I try to keep in mind the points I have discussed today.

Confirm with the client the intention of the revision.
Think about whether there are any better ideas for responding to a client's request.
Explain the intention and reasons behind the proposal to the client and convince them.

To be honest, making corrections can be a bit of a burden for the production team.
But you can also think of it as something that will move the project in a better direction.

Rather than simply accepting the content of the request, I want to use it as an opportunity to communicate with the client and share the goal clearly. As a director who leads projects, I want to strive to provide better service.