Why Your Web Agency Might Be Struggling With Operations

Let me start by saying this: I get it.

Maybe you’re working long hours, but clients still complain about your pricing.

Or you’re stuck competing with freelancers on Fiverr who charge $50 for a website. Or maybe you’re just tired of hearing, “Why does this take so long?”

I’ve been there - not as a web agency owner, but as a lawyer running my own firm. And here’s what I learned: most businesses fail because they refuse to adapt.

Let’s say you’re a web agency owner. You’re great at what you do, but clients keep ghosting you after the first quote. Why? Because they’re thinking:

• It’s too expensive: They’ve heard horror stories about $10,000 websites.

• It’s too confusing: They don’t understand why a simple site takes 6 weeks.

• It’s too slow: They needed a landing page yesterday, not in two months.

That’s the reality for most clients. And if your agency isn’t addressing those pain points, you’re not just losing deals - you’re reinforcing the stereotype that web agencies are overpriced and out of touch.

How I Built a Law Firm Clients Actually Like Working With (And How You Can Do the Same For Your Agency)

When I started my legal firm, I knew one thing: most people hate working with lawyers. 

So I flipped the script. I made legal services simple, approachable, and fast. And guess what? It worked.

Here’s how you can apply the same principles to your web agency:

1. Ditch the Hourly Rate (Seriously)

Clients don’t care how long something takes - they care about results. Instead of billing by the hour, price your services based on value:

• Flat fees for common tasks: $7500 for a 5-page website and $2500 for a landing page.

• Subscription packages: $799/month for ongoing website updates and support.

• Free first calls: No “consultation fee” gatekeeping. Let them ask questions upfront.

You can also run a survey asking clients, “What’s the #1 thing you hate about working with web agencies?” If “surprise bills” come up (and it will), kill hourly billing.

2. Speak Human, Not Developer

Nobody wants to hear about “CSS frameworks” or “responsive design.” Simplify your communication:

I suggest you swap tech jargon for plain English: Say “mobile-friendly” instead of “responsive design.”

Use checklists: Break down complex processes into 3-5 steps. Example:

• Step 1: Send us your content.

• Step 2: We’ll design 2 homepage mockups.

• Step 3: You pick your favorite, and we build the rest.

Offer video walkthroughs: Record a 5-minute Loom video explaining the design process instead of writing a long email.

3. Fix the “Too Slow” Problem

Clients need websites fast. If you take weeks to deliver, they’ll assume you don’t care. Here’s how to speed things up:

• Set delivery time guarantees: “We deliver first drafts within 7 business days.”

• Use templated workflows: Automate repetitive tasks like WordPress setups or plugin installations.

• Offer “rush” packages: Charge a premium for urgent projects (e.g., 2x your rate for a 48-hour turnaround).

Why Most Web Agencies Fail to Adapt

Let’s be honest: the web design industry loves complexity. Many agencies stick to outdated models because “that’s how it’s always been done.”

But here’s the problem: clients aren’t tolerating it anymore. Maybe you’re thinking:

• “Flat fees won’t cover my overhead.”

• “Clients expect hourly billing.”

• “I can’t simplify things - web design is complicated!”

I used to say the same things about legal services. Then I realized: clients aren’t paying for your time or legal expertise. They’re paying for a solution that works.

If you’re struggling to sell your services, ask yourself:

• Are you solving a real problem, or just doing what every other agency does?

• Would you hire your agency if you were the client?

• What’s one thing you could simplify this week?

Your Action Plan (Start Today)

If you made it this far, then here's the checklist you can follow.

1. Kill one piece of jargon. Rewrite a common client email or proposal in plain English.

2. Try one flat-fee service. Pick a task you do often (e.g., landing pages) and price it as a package.

3. Ask for feedback. Send a 2-question survey to past clients: “What did you hate? What did you love?”

Final Thought: Adaptation Isn’t Optional

The web design industry is changing fast. DIY tools, AI, and client expectations are forcing agencies to choose: adapt or become irrelevant.

When I stopped trying to be a “traditional lawyer” and started focusing on what clients actually wanted, everything changed.

The work became more fun. Clients stuck around longer. And yes, the money followed.

And if you need a reality check? Then book a call with a past client and ask: “What’s one thing we could do to make working with us easier?” 

You’ll either get a roadmap to improve - or confirmation that you’re on the right track. Either way, you win.