I’m managing a multi-channel campaign where the client keeps adding 'small' requests every day. It’s killing our margins and delaying the launch. What are some firm but professional ways to handle this without damaging the client relationship?
3 answers
Try using a 'Weekly Priority Sync.' Every Monday, show them the list of tasks for the week. If they want to add something new, they have to personally pick which task gets bumped.
Scope creep is often a sign of a weak 'Change Control' process. You need to implement a 'Zero-Sum' rule: if a new request comes in, a previously agreed-upon task of equal effort must be removed or moved to a 'Phase 2' backlog. Always quantify the impact. Instead of saying 'No,' say, 'Yes, we can add that, but it will push the launch date by three days and cost an extra $500.' Once the client sees the literal cost of their 'small' requests, they become much more selective. It turns an emotional conversation into a business decision based on data.
Elizabeth, that's a solid strategy. But how do you handle a client who insists that the new request was 'implied' in the original brief? We often get stuck in debates about what constitutes a 'new' feature versus a 'clarification' of an existing one. How do you define that line?
Steven, the best way to handle 'implied' scope is to have a very detailed 'Statement of Work' (SOW). If it’s not explicitly written as a deliverable, it’s a change. I always include an 'Exclusions' list in my contracts now. It specifically lists things we are NOT doing. It sounds aggressive, but it saves so many headaches during the execution phase.
This is my favorite approach, Margaret. It forces the client to take ownership of the project's constraints and realize that our resources are not infinite.