Scope changes are inevitable in any project, but they can be challenging to manage when the client is unresponsive. How can you handle scope changes effectively and avoid misunderstandings, delays, and conflicts? Here are some tips to help you manage scope changes when the client is unresponsive.
The first step to manage scope changes is to set clear expectations with the client from the start. Define the project scope, deliverables, timeline, budget, and communication plan in a written agreement. Make sure the client understands and agrees to the scope and the process for requesting and approving changes. Explain the impact of scope changes on the project outcomes, costs, and schedule.
Document Everything is everything. Keep detailed records of all communication regarding scope changes, including emails, messages, and attempted calls. This documentation will be essential for future reference and as a record of your attempts to engage the client. At the same time, Set Clear Expectations From the outset, establish clear communication channels and expectations for responsiveness. Include these expectations in your project agreement or communication plan to create a shared understanding.
The second step to manage scope changes is to communicate proactively with the client throughout the project. Update the client regularly on the project status, progress, and issues. Use multiple channels of communication, such as email, phone, video call, or chat. Try to reach out to the client at different times of the day or week, and follow up with a summary of the conversation and action items. If the client is unresponsive, document your attempts to contact them and escalate the issue to a higher authority if needed.
The third step to manage scope changes is to prioritize and validate changes before implementing them. When the client requests a change, ask them to provide a clear rationale, scope, and deadline for the change. Assess the feasibility, value, and impact of the change on the project objectives, resources, and quality. Rank the change requests based on their urgency, importance, and alignment with the project vision. Validate the change requests with the client and get their written approval before making any changes.
The fourth step to manage scope changes is to track and document changes throughout the project. Use a change log or a change management tool to record the details of each change request, such as the date, source, description, status, and approval. Update the project plan, budget, and schedule accordingly and communicate the changes to the project team and stakeholders. Keep a record of all the communication and documentation related to the scope changes for future reference.
The fifth step to manage scope changes is to manage expectations and feedback with the client. Remind the client of the agreed scope and the impact of changes on the project deliverables, costs, and timeline. Set realistic expectations and avoid overpromising or underdelivering. Solicit feedback from the client on the changes and the project results. Address any concerns or issues promptly and professionally. Thank them for their collaboration and support.
If they're not being responsive, that doesn't mean you're off the hook! Make sure you follow up when you need to follow up. Often times, clients who are unresponsive actually DO want to respond, but only when and if they have something to share. Make sure you let them know with a clear call to action when you need their feedback so they know what to expect in your communications, and follow up in a timely fashion to avoid being ghosted!
The sixth step to manage scope changes is to learn and improve from the experience. Conduct a post-project review with the client and the project team. Evaluate the effectiveness of the scope management process and identify the strengths, weaknesses, opportunities, and challenges. Gather lessons learned and best practices for managing scope changes in future projects. Celebrate the achievements and appreciate the efforts of everyone involved in the project.