When partnering with a web development agency, your Project Manager (PM) is your primary point of contact and your strongest ally. They are the channel between your goals and the agency’s execution. It’s important to remember that collaboration can make the difference between a stalled project and a successful launch.
Here’s how to work with your PM during potential challenges – emphasizing communication, trust, and shared objectives to move forward together.
Common Sources of Conflict in Website Projects
Conflicts in website projects often stem from a few common sources that can derail progress if not addressed early. Recognizing these pitfalls is the first step toward avoiding them.
- Misaligned expectations on deliverables or timelines.
- Scope creep and change requests.
- Miscommunication or unclear feedback.
- Differing interpretations of goals or creative vision.
Start with the Foundation: Clear, Respectful Communication
When tensions rise, effective communication tends to falter. One of the most powerful things you can do during these moments is to maintain clear, respectful dialogue.
- Be specific, not emotional. Instead of saying “This isn’t what we wanted,” clarify: “The homepage layout doesn’t align with the UX direction we discussed.”
- Ask questions. Your PM may have insights or constraints you’re not aware of.
- Use “we” language. “How can we adjust the timeline to accommodate this change?” signals collaboration, not opposition.
Open, honest conversations set the tone for resolution rather than escalation.
Trust Your PM’s Role & Intent
First and foremost, your Project Manager’s goal is to help your project succeed. Trusting this intent—even if things go off track—helps build a productive working relationship.
- Assume positive intent. If a deliverable is late or misaligned, an experienced PM is already working on solutions.
- Lean on their expertise. A good PM has seen dozens of projects through both clear and stormy waters. Let them guide you!
- Give feedback with the intent to improve, not criticize. This creates a culture of growth rather than defensiveness.
Trust is built not only through reliability but through how we respond when things don’t go as planned.
Clarify Shared Goals to Reframe Perspective
If or when disagreements arise, it’s easy to lose sight of the bigger picture. Re-centering on the shared goals of your project can turn friction into focus.
- What are we trying to achieve together? Reaffirming the business outcome—whether it’s increasing lead conversions or improving brand credibility—helps prioritize what really matters.
- What does success look like for both sides? Re-defining success in terms of user experience, functionality, or KPIs can guide more objective decisions.
- Could this be a “healthy conflict” that will help us create a better outcome? Sometimes, pushback reveals deeper issues that need solving—use it as an opportunity to improve.
When both sides see themselves on the same team, the dynamic shifts from “you vs. us” to “we’re in this together.”
Agree on a Path Forward, Then Document It
A resolution isn’t complete until there’s clarity on next steps. Your PM can help establish and document decisions that keep everyone accountable and aligned.
- Recap agreements in writing. Ask your PM to summarize decisions in follow-up emails or other documentation.
- Revisit timelines and expectations. Certain situations may require necessary changes—make sure these are reflected in the plan.
- Define how future concerns will be addressed. Agreeing on a small protocol can help prevent escalation later.
Clear documentation ensures that the progress you’ve made doesn’t get lost in translation.
Reflect, Learn, & Strengthen the Relationship
After a resolution, take time to reflect. What worked? What could be improved? A brief post-mortem—either formal or informal—can help both parties grow.
- Share appreciation. A simple “Thanks for working through that with us” goes a long way.
- Invite feedback. Ask your PM how your team can help the process run more smoothly in the future.
- Build rapport proactively. Schedule regular check-ins – not just to discuss issues, but to strengthen alignment and trust.
The strongest agency-client relationships are built not on avoiding tough moments, but on handling them with grace and mutual respect.
Final Thoughts
Conflict happens, especially in the creative and technical world of website development. But it doesn’t have to derail your project or sour the relationship. By partnering with your Project Manager through open communication, trust-building, and a shared commitment to goals, you can transform conflict into clarity—and come out the other side with a better solution and a stronger partnership.
