You're facing client demands for extra deliverables. How do you set boundaries while keeping them satisfied?

In my opinion, It varies from project to project and client to client, 1. As a Project Lead, You'll have to assess the necessity of the extra feature, if it's adding value to the product then it must be done, obviously timeline needs to be short. If it's not then you must push back. 2. The product goal should be met. If the feature helps in meeting product goal then it should also be done. Adjusting it in the current or next sprint should not be a problem.

As someone who has been in Integration & SaaS Sales, it all starts with the sale. It's crucial to understand the customer's requirements before signing a Commercial Agreement which includes a Statement of Works. If the customers has budgetary challenges, I normally create a roadmap for them and break their journey to ideal state into phases, making sure that we deliver their main goals in the 1st phase. Keeping it tight from the go, means that boundaries exist and that the customer understands what is in-scope, outside of scope and "Nice-to-haves".

When clients request extra deliverables it’s important to handle it carefully. Firstly, revisit the initial project goals to ensure everyone understands the original scope. Open communication is key—ask questions to clarify the reasons behind the additional requests. Next, evaluate how these extra deliverables will impact the project’s timeline, resources and quality. Clearly communicate any challenges or trade-offs that may arise and politely convey if there is no room for extra deliverables. Offering alternatives like phased delivery or adjusting priorities can help manage the situation. Finally, ensure all changes to deadlines, costs, or scope are documented keeping both the client and the project on track.

When a client requests more than what was initially agreed upon, it's crucial to understand their underlying needs by engaging in open dialogue to clarify their objectives. This allows you to assess whether the additional requests are essential for the project's success or merely nice-to-haves. By evaluating the impact on timeline, budget, and scope, you can provide informed recommendations and suggest alternative solutions that align with the original agreement. If changes are necessary, document them clearly to avoid future misunderstandings, while maintaining a collaborative relationship focused on achieving shared goals.

Managing client demands for extra deliverables requires clear boundaries and effective communication. Start by defining the project scope in a detailed agreement. When clients request additional work, address it promptly, explaining the impact on timelines and budgets. Implement a formal change management process, including request submission, impact analysis, and client approval. Prioritize requests, negotiate feasible solutions, and offer alternatives like phased approaches. Document all changes in writing, maintaining a professional and positive attitude. Regularly review and refine your approach for continuous improvement and client satisfaction.

La comunicación es una ventana de oportunidades. Desde mi punto de vista es importante mantener una comunicación clara y continua con los clientes. De hecho la mayoría de los fracasos en los proyectos de consultoría se deben a fallos en la comunicación, al no ser asertivos y manejar mal las expectativas de nuestros clientes. Lo que no se comunica no existe. Si tu no comunicas, otros lo harán por ti. Por eso es vital comunicar de forma clara, sencilla y concisa el cronograma, el presupuesto y los recursos asignados al proyecto. Mejorar tus habilidades comunicativas tiene un impacto positivo que ayuda al resultado. Todo comunica. Comunicar es conectar, además de ser una de las mejores herramientas de gestión.

In the case of additional deliverables, effective communication has two parts: 1. It's crucial to align and seek mutual agreement that the new deliverables are not part of the initial scope. This understanding is key, as it helps us treat the new deliverables as a change request, which may be something other than a budget issue. The change's impact assessment can influence different aspects of the engagement. 2. With the impact assessment in place, transparency and clarity will keep the client focused on the decisions they need to make. The impact can vary from timeline extensions, additional costs, and changes in project dependencies, which may impact other parties. In some cases, there might be an impact on the quality of deliverables.

I've found that clear communication is key. Be upfront about what’s feasible within the scope of the current project. Explain any limitations and the potential impact of adding extra deliverables. By setting realistic expectations, you can avoid misunderstandings and build trust.

1- It's important to have agreement with clear expected deliverables from the beginning. 2- if not, then make everything clear now. 3- Never take it personally and focus on the work itself. 4- Try to think for situation analysis and what if scenarios.

Communicate Transparently Set Expectations: Clearly communicate the scope of the project and what is feasible within the given timeframe and budget. Explain Constraints: Discuss the potential impact of extra deliverables on the timeline, budget, and quality of the project.

In case these extra deliverables aren’t really useful , one could discuss the merits of it to realign or seek extra time / funding to secure all that might set up the customer for success. Customer success is what earns any consultant his/her moment under the sun and builds a more rounded trusting relationship

When clients request additional deliverables, it's often a sign of evolving needs. Rather than simply offering alternatives, consider discussing the long-term benefits of a phased approach. This can align their immediate goals with a broader strategy, ensuring that each phase builds on the last. By doing this, you not only meet their needs but also position yourself as a strategic partner invested in their ongoing success.

When clients ask for more than you can deliver, I recommend offering alternatives. Maybe there’s a way to prioritize the most critical requests or break down the additional work into manageable phases. Suggesting different options shows flexibility and a willingness to find solutions that work for both parties.

Thirdly , Instead of outright denying the additional deliverables, explore alternative options that could meet the client's needs within the existing scope. For example, suggest prioritizing certain tasks or reallocating resources to address specific requirements. This approach shows your willingness to find solutions while respecting the initial project boundaries.

Can consider - Proposing alternative options or trade-offs by understanding the client's priorities and underlying motivations. - Emphasize the value of the core deliverables and explain how additional requests might impact timelines, budget, or project quality. - Building a strong case for your position while remaining open to compromise can help you reach a satisfactory agreement

Prioritization is the key to incremental and iterative delivery of results. If the client prioritizes the new deliverables over the ones previously committed, every effort should be made to help them a) fully understand the impact of the change (delays to original commitments being the largest impact) and b) commit to a new delivery cadence, commitment and date. Let’s face it; clients’ needs change. If you can’t roll with the changes and help them do so as well, you’re going to struggle to fulfill the client’s expectations—regardless of whether they add new deliverables.

Setting boundaries with clients while keeping them satisfied requires a tailored approach based on the client's profile. Assess the client's importance, relationship history, and willingness to invest. For significant clients, engage in negotiation-based conversations to discuss additional deliverables and potential extra charges. For clients who respect your work, directly address the costs associated with the extra work, emphasizing its value to their business. Always maintain clear communication, set expectations, and ensure professionalism to find mutually beneficial solutions.

To address client demands for extra deliverables while keeping them satisfied, I prioritize tasks by first understanding the client's needs and deadlines. I assess the current workload, identify critical tasks, and evaluate the impact of the new requests. I communicate transparently with the client about the feasibility, setting realistic expectations, and offering alternative solutions if necessary. I ensure that high-priority tasks aligned with project goals are addressed promptly while maintaining the quality and timeline. By effectively managing resources and maintaining open communication, I balance client demands with project deliverables, ensuring satisfaction and project success.

Most of the times such situations appears when client feels the task is urgent, above all other on-going activities. If so, and if you have right resources, go ahead and do it. However make sure that the client understands that there are chances that some of the original promised deliverables may not be delivered or with lower quality.

Document Agreements Formalize Changes: Document any changes to the project scope, timeline, or budget in formal agreements or change orders. This ensures both parties are aligned and there are no misunderstandings. Set Milestones: Establish clear milestones and deadlines for the new deliverables, making sure they are realistic and achievable.

I’ve been in the management and technology consulting game for over 20 years. I’ve yet to see a sow deliver exactly what’s written in the SOW. There’s always something extra and always something missing. But, aside from lawyers (many of whom get paid by the hour like consultants), who cares! If the client and partner both agree to modify the terms what’s a piece of paper to say that there’s a breach? I say do the extra deliverables your client needs. You will earn trust. You will earn partnership. But most importantly, you will have helped someone.

Negotiation is part of what will likely need to happen with your client. You may not see this from the get go, but as things unfold based on your relationship with your client, this will likely be inevitable. I am a strong proponent of create and adjust. What you thought would have worked 6 months ago may need to be reevaluated. It's not about being wrong; it's about being flexible for the right reasons. This may require updating your agreement with your client that will accommodate additional work. Respecting your own boundaries is crucial. It's easy to "eat it" and think perhaps your preliminary analyses and strategy were wrong, but often it's that much more was required than you originally were made aware of. A fine balance.

Look extra work is going to come at a cost. In consulting, we don't have machines that can churn out more products right? So more work means more time from us. If you're going to give more of your time for free, you are not going to earn anything. You will go hungry. Or you will have to take away time from other paying clients or your own self or family. This too will have an effect on your other relationships or your health. That's not being fair is it? So be fair and value your time. Explain this to your client. If you are sincere and committed as a professional, your client will understand your perspective.

Understanding the deliverables and the impact on ongoing work's performance, educating the client, driving priortization, and finally, a factual, diligent conversation on trade-offs or incremental needs for decision making yields the best outcomes.

This is a consultant’s dream. When a client requests additional work, even if it is only additional deliverables this is the ultimate in respect. They have the confidence to expand your deliverable load and that is a high compliment. Yes boundaries must be set to determine if a change of scope is required. Still, any time a client asks for more work to be delivered, usually expanding the original scope, this reflects their confidence in your ability to have the correct people on the project team. Embrace the moment. Make the client feel good about their request. Deliver what the client requires with as little fuss as possible.

Demand for extra deliverables is challenging as it involves change management, impact assessment, clear communication, and negotiation; ultimately, we want to support the customer's needs and maintain a trusted relationship. Here are a few suggestions: 1. The client should understand the process you will follow. Keep it visible, especially when the impact assessment is more complicated. 2. Hold the client accountable for the scope of the additional deliverables and any decisions they may need to make regarding timelines, priorities, quality, and cost. The client will appreciate it as you reduce the "surprise" factor. 3. Stay involved even after the deliverables are provided to follow up and maintain the relationship.

Set Boundaries and Be Firm Firm But Polite: Be firm but polite in setting boundaries. Explain the reasons for these boundaries and how they benefit the project and the client in the long run. No to Unreasonable Requests: Do not hesitate to say no to requests that are unreasonable or beyond the project’s scope, after providing a thorough explanation.

This conversation should not come as a surprise and be anticipated. If the client wants more than what is agreed at the outset then agree terms of an extension. Manage change control before it manages you!