Setting Clear Expectations with Your Squarespace Clients

Every new client project is an opportunity, but a smooth experience depends on setting the right expectations early on. This keeps things organized and eliminates surprises. Here’s how to make it happen:

Clarify Your Services and Audience

Make it clear what you offer and who you serve.

• Narrow Your Focus: Specializing helps attract the right clients, making expectation-setting smoother.

• Show Your Process: Outline your workflow on your website so clients know what to expect and what they need to provide.

There are several ways to set expectations from the start. First, make sure your client fully understands what your service includes. You build Squarespace websites—but what does that actually entail, and who are they for?

Some web designers establish this early by showcasing their process on their website. When potential clients visit, they can immediately see a clear step-by-step breakdown. It’s also helpful to highlight any client responsibilities, such as content or branding assets they’ll need to provide.

Failing to set clear expectations can cause major headaches—one of the biggest being ‘scope creep’. This happens when you start doing extra work you never planned for, like sourcing images when that wasn’t part of the original agreement.

Another common issue? Endless revisions. Some clients will keep requesting small tweaks—“Can you move this here?” or “Can you make this just a bit smaller?”—dragging the project out indefinitely. That’s why it’s crucial to define revision limits upfront.

For web designers, scope creep often leads to reduced profitability. If a project keeps expanding beyond what you charged for, you could end up working for far less than your time is worth.

And it’s not just you who suffers—clients do too. Without clear expectations, they may feel lost, frustrated, or even shortchanged. When things aren’t defined properly, they’ll make their own assumptions about what’s included, which can lead to disappointment and miscommunication.

Secure a Signed Agreement

Before starting any project, you should have two key documents in place: a contract and a project scope.

• The contract covers the basics—deadlines, fees, payment terms, cancellation policies, and a general outline of the services included.

• The project scopegoes deeper into the details, clearly defining what’s included (and what’s not) to prevent misalignment.

Both should be signed before any work begins.

A well-structured web design scope of work typically includes:

• Project overview: The website’s goals, target audience, and purpose.

• Required functionality: Any technical needs, like “must include Mindbody integration.”

• Project timeline: Key milestones and expected completion dates.

• Client responsibilities: What they need to provide to keep the project on schedule.

• Exclusions: What’s not included—like sourcing graphics or writing content.

• Change request process: A clear policy on handling extra requests, ensuring additional work comes with an additional fee.

Having these details in writing not only keeps your project organized but also protects you from unexpected changes and misunderstandings down the line.

Ensure Open and Direct Communication

Some web designers include communication guidelines in their agreements to set expectations on how and when they’ll connect with clients. A team-working agreement can outline details like meeting frequency, preferred communication channels, and where shared documents will be stored. It’s also helpful to let clients know when they can expect project updates.

Contracts often come with a lot of legal wording, but it’s important to keep things human. Avoid overwhelming clients with jargon—if technical terms are necessary, consider adding a simple glossary. Also, take time to explain any tools or processes they might not be familiar with. People appreciate feeling informed rather than left in the dark.

A friendly onboarding experience can go a long way. A warm welcome message sets a positive tone, reminding clients that you’re both just people working toward the same goal. When you build a strong relationship from the start, discussions around money, project scope, and feedback become much smoother.

4 Common Client Challenges (and How to Handle Them)

When setting expectations, it’s smart to anticipate common issues web designers face. Having a plan in place helps keep projects on track.

The Indecisive Client

They don’t know what they want—only that “it’s not that.” The best way to avoid this is to get them to commit upfront. Use an onboarding questionnaire to lock in their preferences for design, layout, and functionality. Ask them to share websites they like to create a clear starting point.

The “We Just Need a Refresh” Project

Some clients want a redesign simply because “it’s time,” but without clear goals. Before you start, pinpoint what they dislike about their current site and what they’re hoping to achieve with the update. Otherwise, you risk endless revisions without direction.

The Unrealistic Deadline

Some clients expect a brand-new website in an impossible timeframe. The best way to handle this is by setting realistic deadlines from the start. If they’re in a rush, explain what’s involved—often, they’ll realize they need to choose between speed and quality.

The “I Want This Awful Thing” Client

Sometimes, a client insists on a design choice that doesn’t work. Luckily, Squarespace’s templates maintain a professional standard, limiting bad decisions. But if they push for an off-brand color, font, or layout, provide professional guidance and back it up with examples. If they still won’t budge, at least you’ve done your part in advising them.

Final Thoughts

When you're just starting out as a Squarespace freelancer or agency, it’s easy to focus on landing clients and forget about setting clear expectations. But taking the time to establish them early will save you and your clients from unnecessary frustration.

Making expectations a core part of your process helps prevent disagreements over “extra” work while also giving clients clarity on what to expect. It’s a win-win.

Some worry that being upfront about expectations might scare clients away—but in reality, it does the opposite. Most clients appreciate transparency, and it positions you as a professional. Plus, a smooth experience increases the chances of referrals down the line.