I’m still somewhere deep in the Canadian Rockies and probably without an Internet connection. I can tell you from experience that I love being disconnected. It’s absolutely refreshing. Still, after about two weeks, I’ll be getting that “missing mouse” twitch from computer withdrawal.
I’m leaving this for you to contemplate until I can get myself back to civilization.
Over the years I’ve talked with a lot of clients about various projects. For the most part, most clients get that what you spell out in an agreement or during talks is the limit of your agreement. However, there are clients who aren’t familiar with working with contractors. They may still be filtering your relationship through an employer/employee mindset, for they’re the ones who usually say “Oh, and one more thing we’ll be needing…”
It’s scope creep — adding work to a project that wasn’t in the original agreement. And it can kill your compensation level.
Suppose your client comes to you with a simple website project –rewrite the Home page for $400. The rest is fine, he says. So you draw up the agreement, collect the deposit and get to work.
You deliver the project for his review. His comments come back “Here are my changes. Also, could you look at the About Us page? I want to incorporate the ideas in the Home page first paragraph into that page. Just one sentence should do it.”
You think What’s one sentence? and agree to do it. Back goes the copy for his review.
Back it comes with this note: “That looks good. Only now I’m not sure the copy on that page reflects the same message as we have on the Home page. Can you tweak that a little?”
Hmm. Okay, so you tweak it and send it back.
Back it comes, only this time he’s happy with the About Us page. “Great job! But now I’m wondering if I shouldn’t combine the About Us page with the Company History page. Can you try that and see how it sounds to you?”
You grit your teeth and do it, thinking it’s the last thing you’ll do that will rid you of this client’s additional demands. Big mistake, for those demands? They’re going to keep coming. Why shouldn’t they? You’re basically agreeing piecemeal to do the entire website for $400.
How to handle the scope creep:
Stop it on the first request. When he mentioned the About Us page, you should have said, “Great! Happy to do it. Let me draw up another agreement for that work. And while I’m at it, are there any other pages or projects you’d like me to include in this?”
Agree for a fee. “Happy to handle that for you! Would you prefer I charge you my hourly rate of $XXX for that, or would you like a flat fee price in the new contract?”
Ask more questions. Maybe your client doesn’t really know what they need. Ask their goals, what they hope to see in the end, what doing this and not a larger project accomplishes for them, what their budget is. The answers will help you decide if they’re wanting more than they’re paying for, they’re the types that get spur-of-the-moment ideas, or they’re stymied by indecision.
Re-evaluate the client and the project. On paper. Even if you’ve done this at the outset (and you should have), sometimes client needs change or they remember things that should have been in the original agreement. Create a new scope of work document and if necessary, draw up a second agreement for what you’ll call this next phase of the project with the new price.
Beg off the work. This isn’t your only client and if there’s no extra compensation involved, there’s no reason for you to keep your hand up to that flame. Say no thank you. Don’t apologize — even an “I’m sorry, but I have other projects coming in” is too much of an apology. You’re not sorry. You’re simply busy elsewhere. Don’t agree to it if you don’t want to do it for free.
How do you avoid or quash scope creep?
5 responses to “Scope Creep”
The most important step, IMHO, is the contract or what I call the Statement of Work. It's surprising the number of freelancers who still work without one.
If you don't have a defined scope of services, it's difficult to tell a client that what they are requesting is outside your agreement (no matter if you talked about it or not).
I use some of your same tactics, Lori. I simply let them know I would be happy to give them a revised or separate quote.
One thing I noticed, the clients who are your anchors or better-paying clients don't seem to scope creep without the expectation that it means its own fee.
I agree with Cathy. While I don't always give it that title, I always send client an email with meeting notes incorporating the key elements of our agreement and ask them to reply to say explicitly that they agree with it. That saves arguments later.
I've encountered scope change more than scope creep. You know, the client who assigns one thing but decides mid-way through they really want something entirely different. (What's worse is when they try to save face by pretending their new vision is the original one when all documented correspondence clearly proves them wrong.)
Sometimes I'm afraid he wont pay for the work already done.I'm glad I found this here. I've always had problems handling such requests.
Love the last tip.
True, Cathy. Without a contract, you're basically at the mercy of the client's wishes. There's no way to stop the scope creep at all. Another reason why contracts are essential business tools.
Same here, Sharon. If they know what the work parameters are at the start, there are no surprises later.
Paula, I've had that, and I've responded by saying "Sounds like a new project! Let's shelve this one and I'll draw up a new agreement for the new one."
Divya, if you have a contract, you have no worries. Make sure to do everything for your client under a written agreement. And yes, walk away when he drives you nuts. 🙂