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What to do if it’s “Out of Scope”
We’ve all gotten that email from a great client when they ask for something that’s out of scope.
It can be really stressful to determine what to do, especially when the pricing is project based.
But going beyond scope is usually a sign of engagement by the client and an opportunity for a great discussion.
Start by asking the client to elaborate on what they need and why. It’s important that you fully understand where the client is coming from, so you can respond to the actual issue on the table. If indeed, your client is asking for something that wasn’t initially discussed, here’s an easy rule of thumb.
In general, it’s fine to say something is out of scope but always in the context of what’s best for client. It’s going to be one of these three things…
To Refund or Not?
You should be thoughtful about refund policies because they can create tremendous goodwill and mitigate customer support efforts.
Enterprise SaaS (B2B) and The Membership Economy
One area where I get loads of questions is around B2B SaaS for the enterprise. In this article, I want to share some of the many ways SaaS organizations can benefit from the Membership Economy.
The Problem with the Big Reveal
Change is hard, especially in the Membership Economy. Members prefer incremental constant change to big reveals. Anytime that you unveil something with jazz hands (see above) and a loud "ta da!" you run a risk that your members will reconsider...
The Physical Membership Economy
The physical membership economy is when people’s membership includes physical product. For the most part, there are flavors: subscription boxes (Birchbox, Stitchfix) or replenishment models (Amazon’s Subscribe-and-Save, Dollar Shave Club).
Recent podcasts on the Membership Economy
If you're interested in joining the Membership Economy to build loyalty, engagement and recurring revenue, check out some of these recent podcasts: Entrepreneur on Fire Empowering Her Business CMO Radio on CMO.com The More Clients Podcast...
Get the 7 critical growth strategies for subscription-based businesses
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