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…
1. Out of scope but a good idea. In this case, you can offer to revisit the scope to include these new ideas
2. Out of scope and not something you do, but a good idea. In this case, you can offer to make an introduction to someone who specializes in this new work. A win for all.
3 out of scope because unnecessary. In this case, the client is at risk of buying something they don’t need. You can prove your worth while saving the client time and money by pointing this out.
Think of this as an opportunity to explore a deeper relationship and not something to ruin your weekend!