How do you manage client expectations when they demand additional features outside the agreed scope?

Firstly, sitting through to analyse what is the change in scope and how much effort and pricing would that need will help us derive the depth. Secondly, if it's effort is high, then definitely having a change order in place is key to ensure its documented in terms of scope of work, quality and KPI expectations; if the difference in scope change is minor then having it clearly discussed and documented on email and creation of SOP would be helpful. Thirdly and parallely, going back internally to check on resourcing needs, skillset mapping etc to ensure we have the bandwidth as well as right skilled resources to support the client with their business requirements would play a large role in long term partnership with the client.

no one answer. Large project,small creep....do it small project, large creep.....define cost and charge long term customer/new customer? reasonable suggestion? can you reuse the code? common sense really. the customer importance to you is most likely the best driver to a good decision.

Its always best to be clearly define the scope of work. Its fine to say "No" sometimes but again it would depends on the relationship with key stakeholder. On one of the projects, I had build a reputation with the Client CEO who I could rationally explain. But again if there is an existing proposal for future work / extension, one has to clearly see till what level one can fight on the scope of work. On Govt project, it would never work as sometime like this can delay the payouts for existing delivered work.

Listen: It's important to understand what the customer requires from us and whether there is actually a scope creep. Speak: Put forth your side of the story about why it is difficult for you to accommodate their request. Documentation: Rely on documents, facts and figures to reiterate what was agreed on and what was not. Alternatives: look for a mutually agreeable way to resolve the deadlock.

I would consider that a favourable situation to expand the value pie. Of course the additional feature being demanded should be a possibility within the scope of the project. If this feature translates into economic and or technical benefits, I would ask for a price revision or an early payout or revision of payment terms. Use the opportunity to expand the total value and extract your portion for your firm.

Je redéfinis le scope, leur propose un nouveau et rediscute du planning avec mon client. Nous définissons ensemble s'il est nécessaire de déprioriser des actions ou d'attendre le prochain lot. Nous retravaillons le cahier des charges et confirmons ensemble le nouveau scope. Généralement, la transparence et la communication aide à tout résoudre!

Setting boundaries is essential to manage scope changes effectively. I highlight the risks of expanding the project beyond its initial plan, which can compromise its success. By clearly defining what is included and excluded in the project scope, clients understand the limitations and potential impacts of additional requests. This helps in maintaining the project's focus and ensuring that it stays on track.

This view of my country-your country is a traditional type of customer-supplier relationship, which is anchored in many people's minds (especially in the purchasing department), but does not reflect my understanding of a partnership-based cooperation. Setting limits is not my way of working with my clients. You should rather focus on getting a common picture of the project's success - for all involved parties.

Agree and help them understand how it can impact the timeline or cost ultimately and if they really need it, we can park it for next phase

Establishing firm boundaries is key to managing scope creep. When additional features are requested, assess whether they align with the project's strategic objectives. If they do not, explain why they fall outside the agreed scope and the importance of staying focused on the original goals. If the features are essential, discuss how they can be incorporated through a change in scope, which may involve renegotiating timelines and costs. Your expertise is valuable in helping clients prioritize their needs. By maintaining clear boundaries and open communication, you can ensure the project's success while managing client expectations effectively.

The most important part is to understand what clients required while getting the things done smoothly within limited resources, providing 2 options for client one with higher investment needed with longer time for delivery one with smaller/ no capital investment needed, but the result may not be very fancy In such the new function request would be achieved

Establishing firm boundaries is key to managing scope creep. When clients request extra features, it’s important to balance flexibility and focus. Here's how to handle it effectively: Assess whether additional features align with the project's strategic objectives. If they don't, explain why they fall outside the agreed scope and stress the importance of focusing on original goals. If features are essential, suggest incorporating them through a change in scope, which may involve renegotiating timelines and costs. Offer a phased approach where the core project is completed first, followed by iterations including new features. This delivers value quickly and plans for future enhancements.

To accommodate inevitable changes, I split the project into multiple phases, allowing us to build and deliver each phase incrementally. This phased approach aligns with agile methodology, ensuring flexibility and continuous progress while maintaining a clear structure. By offering solutions that fit within the project's objectives and budget, clients feel more comfortable with the evolution of the project.

Its important to note that customers often want 'partners' and that things go both ways. If you understand your customer's reasons for requesting a change, there could be ascepts of it you can absorb and that may help ease the pressures on them that are causing the request. This may prove useful later when you 'need' something from them. Note:- this doesn't mean become transactional in your dealings - it's just human nature that people are (usually) more willing to be flexible with people who have already been flexible with them.

Managing expectations requires proactive communication. Regular progress meetings build trust and keep clients informed. When additional requests arise, revisit initial goals and explain the impact of deviations. Encourage clients to think long-term, reinforcing the project's value and benefits by adhering to the agreed plan.

Establishing firm boundaries is key to managing scope creep. When clients request extra features, balance flexibility and focus by assessing if they align with the project's objectives. If not, explain why they fall outside the agreed scope and emphasize the need to focus on original goals. For essential features, suggest a change in scope with possible renegotiated timelines and costs. Offer a phased approach, completing the core project first and adding new features later. Manage expectations by keeping clients informed about progress and issues. Reiterate the agreed-upon scope and its importance. Encourage clients to consider the long-term benefits of sticking to the plan and remind them of the agreed goals and outcomes.

Be honest and transparent with them at all times. These important traits will build up trust with your client . Also by communicating openly with them you will also let them know what you can provide to them and they can expect which in turn should build a solid foundation of trust with the client. Never be vague or misleading , always clearly communicate from the get go with your clients.

Managing expectations is crucial when additional features are requested. I ensure to discuss how these changes might affect the project schedule, costs, and resource allocation. Highlighting the potential risks of expanding the project scope helps clients understand the consequences and make informed decisions. Regular updates and transparent communication help in maintaining trust and clarity throughout the project.

Educating clients is vital to managing expectations effectively. One has to help clients understand the complexities and implications of incorporating new features mid-project. This involves a few key steps: 1. Clarifying the Impact 2. Discussing Prioritization 3. Providing Industry Insights 4. Regular Updates 5. Promoting a Collaborative Approach By focusing on educating clients, I empower them to make informed decisions about their needs. This not only helps manage their expectations but also builds a strong foundation of trust and collaboration.

Sometime we need to understand thoroughly the pain point Of client and check if additional scope is really necessary or will it have impact on other systems

Education is a powerful tool in expectation management. Take time to explain why certain processes and methodologies like Agile or Waterfall are in place. Clients understanding the rationale behind these methods enhances trust and respect for project boundaries. Here's how to effectively communicate: Start by outlining the benefits of the chosen methodology, whether it's Agile for flexibility or Waterfall for structured planning and predictability. Explain how each phase or sprint contributes to achieving project milestones and client objectives, ensuring clarity on deliverables and timelines. Illustrate how these methodologies mitigate risks and accommodate changes, fostering adaptability without compromising project integrity.

Educating clients about the project process and potential challenges is vital. I explain how modifications can impact the project's timeline, budget, and resources. By providing this insight, clients are better equipped to make decisions that align with the project's goals. This education fosters a collaborative environment where clients and the project team work together effectively.

I completely agree. Transparency about the background to certain methods and behaviours is important for both sides to be able to understand each other better.

Refer Contract and record the requirement if it is beyond the ambit of contract. Review the cost and time implications and accordingly inform the customer for the same to issue change order.

Documenting all changes and agreements is essential to prevent misunderstandings and ensure transparency. Keeping thorough records of any modifications to the project scope, timeline, and budget helps in maintaining a clear and organized project workflow. This documentation serves as a reference point for both the client and the project team, ensuring that everyone is on the same page.

Managing client expectations when they demand additional features outside the agreed scope involves clear and honest communication. Acknowledge their request and explain the impact on timelines and costs. Present a detailed change request outlining the additional work, resources needed, and revised deadlines. Offer alternative solutions that might achieve their goals within the current scope or suggest a phased approach for future enhancements. Ensuring transparency and maintaining a collaborative attitude helps clients understand the implications and fosters a strong, trusting relationship.

When managing client demands and project changes, it’s important to stay proactive and adaptable. Regularly review the project’s progress and adjust plans as needed. Ensure all stakeholders are informed and involved in decision-making processes. By staying organized and maintaining open communication channels, you can navigate changes effectively and keep the project on track towards successful completion.