One of the most common challenges comes when a project is nearing completion, and the client starts asking for more—extra work that wasn’t part of the original agreement.
A few days ago, I went to a local tire shop. One of my tires was leaking slowly, and the pressure gauge light kept coming on, so off I went to the shop. I called ahead of time, told the service agent the situation, and said I’d be in to have it fixed in a matter of minutes. He said, "Great, we’re ready for you." How nice, I thought.
When I arrived, I met the service agent at the counter and told him I was the one who had just called. He said great and started asking me a bunch of questions. Now, I was in a bit of a rush, and my time is sooooooo valuable that I didn’t want to answer questions. However, after I got off my “doesn’t he know who I’m not” high horse, I looked at the situation as a teaching moment. He asked me the same questions he asked on the phone. He then looked at the tire and informed me that there was a chunk of metal sticking out and that he could patch it quickly, but he asked me more questions: were the brakes good, did I need him to look at other tires, etc.? I said no, that just patching the tire would be enough.
When the work was done, I asked him about all the questions, and he told me that oftentimes, a customer would come in with something simple, like my situation, and just before the work was done, ask for more work but do it in a way that they get the work done for free. “You know,” he said, “They’ll say since you’re down there, could you … and they ask for a bunch of stuff and expect it for free. So, before I do the work, I ask if they need anything else done, and I can tell them what it will cost.”
This made perfect sense, and I recalled work here at ThoughtLab where clients sometimes say, "Could you just … and the work piles up. Scope creep, it’s called, and it can be a dangerous line to walk. You want the client to be happy, to come back for more work, and to say good things about you. However, you also want to pay your employees and have some cash left over to get a sammich.
Scope creep—that’s what we’re discussing today on this blog: what it is, how to handle it, and how to keep the customer satisfied. Let’s dive in.
Creeping Scope
As a professional, working with clients means you’re constantly navigating the balance between providing great service and protecting your time and resources. One of the most common challenges comes when a project is nearing completion, and the client starts asking for more—extra work that wasn’t part of the original agreement.
These requests often come as small favors, things that seem harmless or easy, with phrases like, “You don’t mind, do you?” or “It would be so quick for you to just…” These might sound like reasonable requests in isolation, but they can accumulate and become a form of scope creep—extra tasks that weren't agreed upon in the statement of work.
So, how do you handle these situations? How much do you owe a client when they ask for more than what was agreed upon? And most importantly, how do you say no without risking your future relationship with them?
“And I’m one step ahead of the shoeshine, two steps away from the county line, just tryin’ to keep my customers satisfied.” - Paul Simon
Understanding Scope Creep
First, let’s talk about scope creep, a term familiar to anyone who has worked on long-term projects. It refers to the gradual expansion of the project's original goals or tasks, often caused by client requests for "just one more thing."
The danger of scope creep is twofold. On one hand, it can disrupt the project’s timeline, affecting deadlines and your ability to deliver quality work on time. On the other hand, it can lead to burnout and frustration as you find yourself working more hours than anticipated without the appropriate compensation.
But scope creep isn’t always caused by ill intent. Clients often don’t realize the impact their requests have on the project or your time. For them, it might seem like a small, logical addition. However, even minor changes can require additional time, resources, and effort to implement properly.
The key to avoiding scope creep while maintaining a good relationship with your client is clear communication and setting firm boundaries.
Why Clients Ask for More
Let’s dive into why clients ask for additional tasks outside of the original scope. Understanding their mindset can help you respond more effectively.
- They Don't Realize It’s a Big Deal: Many clients believe that asking for a small change or an extra feature is minor because they don’t fully grasp the technical or creative effort involved. They think it’s a “quick fix” without understanding the ripple effect it can have on timelines and resources.
- They See Potential for Improvement: As the project progresses, clients may start to see new opportunities or things they hadn’t considered in the initial planning. It’s not uncommon for clients to get more involved as they see the work coming together, which leads to extra requests.
- They Assume It’s Included: Sometimes, there’s a misunderstanding about what the contract covers. Clients may assume that anything related to the project is included in the original agreement, even if it wasn’t explicitly discussed.
- They Want the Most for Their Money: Some clients may simply be trying to maximize their investment. They see an opportunity to get a bit more value out of the project without spending more money and hope that you’ll accommodate their request.
Understanding these motivations is important because it can shape how you respond. Once you grasp why they’re asking for more, you can respond in a way that acknowledges their needs without sacrificing your own boundaries.
The Art of Saying No (Without Losing Future Business)
Now, let’s get to the heart of the issue: How do you say no when a client asks for more work than was agreed upon without damaging the relationship?
Saying no is never easy, especially when you value your client and want to maintain a positive, long-term partnership. But it’s possible to do it tactfully by following these steps:
A. Reference the Original Agreement
The first and most professional way to handle these situations is to refer back to the original statement of work (SOW) or contract. Remind the client of what was agreed upon, and politely explain that the additional tasks are outside the initial scope. This helps frame the conversation around the contract rather than making it personal.
For example:
“I’d love to help with that. However, this request falls outside the original scope of the project as outlined in our contract. Let’s discuss how we can handle these new tasks.”
This approach is non-confrontational and simply points out that both parties agreed to certain parameters. Most clients will understand once you bring the agreement back into the conversation.
B. Offer an Additional Contract or Extension
Once you’ve clarified that the new requests are outside the original scope, offer a solution. You can propose an additional contract or an extension to cover the extra work. This way, you’re accommodating the client’s needs but setting clear expectations that extra work comes with additional time and costs.
For instance:
“This new feature sounds like a great idea! To accommodate it, we can add it to the project as a separate task. Let me draft a quick extension to our contract, and we can get started on that right away.”
By framing the request as an additional service, you emphasize that you’re still willing to help but on a professional basis that respects both your time and expertise.
C. Be Transparent About the Impact
Sometimes, clients may not understand the impact of their request. Be transparent about how their additional requests will affect the project timeline, costs, or your workload. If they realize that a “quick fix” could delay the project’s delivery or increase the budget, they may reconsider their request or adjust their expectations.
Something like:
“Adding that feature is possible, but it will require an additional two days of work, which will push the project’s completion date. Would you like to proceed with this adjustment?”
This allows the client to make an informed decision about whether the extra work is worth the potential delays or extra costs.
D. Use Polite, Professional Language
It’s important to keep your tone professional and empathetic. Avoid phrases like “I can’t do that” or “That’s not my job.” Instead, use language that emphasizes your willingness to help while maintaining the boundaries of the original agreement.
Maybe:
“I completely understand why you’d want to include that. However, this request is outside the scope of our initial plan. I’d be happy to discuss how we can integrate it as a separate task.”
This softens the rejection and keeps the conversation constructive, showing that you’re open to collaboration but also clear on your professional limits.
Maintaining the Client Relationship
Once you’ve successfully navigated the conversation around additional requests, the next step is ensuring the client relationship remains positive.
A. Be Proactive with Communication
Good client relationships are built on clear communication. Make sure to discuss the project’s scope and boundaries early on so the client knows what to expect. Throughout the project, provide regular updates and check-ins to ensure both parties are aligned. This reduces the chances of scope creep and keeps the project on track.
B. Show Understanding and Flexibility (When Appropriate)
While it’s important to protect your time and resources, showing some flexibility can go a long way in maintaining goodwill. If a request is truly minor and won’t disrupt the project, you might consider accommodating it as a gesture of good faith. However, be mindful of how often you do this. If a pattern of additional requests starts to emerge, it’s crucial to revert to the steps outlined above.
C. Set Expectations for Future Projects
If you value the relationship and foresee working with the client again, use this as an opportunity to set clearer expectations for future projects. You could even consider building some flexibility into future contracts to accommodate potential small changes while still protecting yourself from significant scope creep.
For instance, you might include a clause that allows for a limited number of small adjustments or revisions, with the understanding that anything beyond that will require an additional contract.
Avoiding Scope Creep in the Future
One of the best ways to handle scope creep is to prevent it from happening in the first place. Here are some steps you can take to protect yourself in future projects:
A. Create a Clear, Detailed Contract
Ensure your contract is as clear and specific as possible. Outline the exact deliverables, timeline, and scope of work, leaving little room for ambiguity. It can also help to include a section on how additional requests will be handled and charged.
B. Discuss the Scope Early and Often
At the start of a project, have an open conversation with your client about the scope of work. Make sure they understand what’s included and what isn’t, and how additional requests will be managed. Throughout the project, keep referring back to the scope if new ideas or requests come up.
C. Use Change Orders or Amendments
If the client wants to add more work, use formal change orders or contract amendments to ensure both parties are clear on the new terms. This keeps everything transparent and professional while allowing for flexibility as the project evolves.
Summing Up
Dealing with clients who ask for extra work is a delicate balance, but it’s one that can be navigated with professionalism, empathy, and clear boundaries. By understanding the root of the client’s request, offering solutions that respect both parties and maintaining open communication, you can protect your time and resources without risking future business.
The key takeaway? Saying no doesn’t have to damage the relationship. In fact, it can strengthen it by showing that you’re a professional who values both your work and your client’s investment. By handling these situations with care, you can turn a potential conflict into an opportunity for future growth.
