Your client is pushing for more services. How do you navigate working beyond your agreed scope?

First, understand the additional services your client is requesting and why they need them. Evaluate the impact of these additional services on your resources, timeline, and costs. Discuss with the client how the new requirements affect the existing agreement and what adjustments are necessary. Strong business relationships are built on trust and consistent value, fostering long-term success and collaboration

When a client pushes for more services beyond the agreed scope, I prioritize open communication and strategic alignment. I discuss their needs, understand their motivations, and evaluate the feasibility and resource implications. For instance, in a recent project, a client requested expanded marketing support midway. I assessed our capacity, proposed a revised scope, and detailed the impact on timelines and costs. This transparent approach led to a mutually beneficial agreement, enhancing client satisfaction without compromising efficiency or profitability. Navigating these situations successfully requires balancing client expectations with organizational capabilities, ensuring both parties remain aligned on goals and deliverables.

Let your client know you are more than happy to provide the services within your scope. It is ok to admit the work you are not comfortable with - in fact, that is the responsible way to handle it. It works best to not leave the client hanging without a solution, so be sure you build a good outbound referrals list with solid relationships you trust.

We have to make it happen for our Clients if not our clients will become someone else clients. Clients always look for people who can get the job done and whenever they need to finish a job I want to be the first person that comes to their mind. If we have more satisfied clients we can also live a happy life because acquiring a client is a tough job nowadays.

A key component of managing expectations is to maintain transparency re by communication a client has perceived a service will be provided but in reality has not been part or f the agreement. Ensuring you can maintain trust instead of delivering excuses is key. Directing the client to the written agreement but leaving an opportunity to renegotiate to see if the service can be provided through collaboration is a solid strategy.

Letting a client know that you will explore options to meet their needs goes a long way in strengthening the relationship. People generally want to feel that they are a priority, their voice is heard, and their message understood. Remain flexible, open to updates, and request the same from your client. Continue to do this until both of you are satisfied with the outcome.

All of business, all of life, is about building relationships. Every single one of us has the tools we need to do so. The challenge with forming true relationships is vulnerability. In this case, the client expanding past the scope creates vulnerability. At a minimum, they expect more than they paid for, but also possibly asking for more than your firm can provide. To solve this problem use direct communication just as you would with your family or best friend. There are no scripts or AI requirements. Be real and genuine in your way. Not only will this problem get solved, but also your relationship with your client will deepen.

Navigating beyond the agreed scope with a client requires careful consideration: 1)- Assess the impact on your resources and timeline. 2)- Communicate transparently with the client about potential costs and benefits. 3)- Ensure any additional work aligns with your expertise and business goals. 4)- Document all changes formally to avoid misunderstandings. 5)- Lastly, maintain a balance to prevent overcommitment while delivering quality service. Clear boundaries and proactive communication are key to successful scope management!