You're faced with a client requesting extra services. How do you navigate beyond the agreed scope?

1 Assess Needs

Before jumping to any conclusions or making promises, take a moment to assess the client's additional needs. Understand exactly what they are asking for and why they need it. This will help you determine whether the request is reasonable and if it aligns with your business capabilities. Engage in a dialogue with the client to clarify their expectations and the outcomes they are seeking from these extra services.

2 Set Boundaries

It's crucial to set clear boundaries when dealing with scope creep—the term for when a project grows beyond its original outline. Politely remind the client of the agreed-upon scope and discuss the implications of expanding it. Explain that while you are eager to accommodate their needs, any additional services may require a separate contract or amendments to the existing one, including adjustments to the budget and timeline.

3 Negotiate Terms

If you decide to proceed with the additional services, it's time to negotiate the terms. This includes discussing new deadlines, additional costs, and any other resources that will be needed to fulfill the client's request. Make sure to document all changes in writing and have both parties agree to the updated terms. This transparency will help prevent misunderstandings and set clear expectations.

4 Communicate Clearly

Effective communication is key in managing client expectations. Keep the client informed about the progress of the additional work and any challenges that arise. Frequent updates can help build trust and reassure the client that their extra requests are being handled with care and attention. This also provides an opportunity to reiterate any changes to the project scope.

5 Manage Resources

Taking on extra work means you'll need to manage your resources carefully to avoid overcommitting. Assess your team's capacity and consider whether you need to bring in additional staff or adjust timelines for other projects. It's important to maintain quality across all your services, so be realistic about what your team can handle without sacrificing the standard of work.

6 Reflect & Learn

Finally, use this experience as a learning opportunity. Reflect on how the additional request was handled and what could be improved in future contracts to minimize scope creep. Consider whether your initial project scope needs to be more detailed or if you need to establish a process for handling out-of-scope requests. Learning from each client interaction will strengthen your business services and client relationships.