| My client Anna called me last week, completely | | | | DO
get changes in writing. Make sure you capture |
| frustrated, about an unfolding nightmare with her | | | | what the changes are and communicate them back |
| new client. Anna had recently accepted a new client | | | | to the client in writing. When this step is skipped, |
| who had an exciting project. They discussed what | | | | miscommunications can lead to an unhappy customer |
| specific needs the client had, and Anna determined | | | | or a late deliverable. |
| that it would fit in her schedule. She received a down | | | | DO...take time to track your project changes . Every |
| payment for the work, and scheduled the time in her | | | | time your project scope grows (the client wants |
| calendar. | | | | something added), it will either take you more time |
| Before she even got started, her client called with | | | | or cost them more money. Either way, it is going to |
| changes. Being the kind person that Anna is, she said, | | | | impact your bottom line. Educate the client on how |
| OK, I can do all this. | | | | their request will affect the completion date, or cost |
| Before the week was out, the client called again, | | | | them more money, or both. This is one of the |
| with another change. This time Anna got worried. | | | | easiest ways to create a win-win relationship with |
| This great project was now turning into a nightmare. | | | | your clients and have them sing your praises! |
| This project wasn’t really that exciting and | | | | DO
communicate honestly with your client about |
| fun anymore. As a matter of fact, it was downright | | | | what is happening. If you aren’t enjoying your |
| stressful, overwhelming and with all these changes, | | | | client, procrastination can easily take hold and your |
| she would be working much longer and not making | | | | client will become unhappy when things aren’t |
| her desired financial outcome. | | | | done on time. |
| What happened? In the Fortune 500 project | | | | DON’T
shortcut on writing out the |
| management world it is called The Deadly Scope | | | | agreement. It will come back and bite you on the |
| Creep. | | | | A$$ later. When errors, misunderstandings and |
| What is it? It is the natural process every | | | | problems occur, written documentation takes the |
| client-vendor relationship goes through as the client | | | | he said-she said out of it. |
| learns more about their needs and possible solutions | | | | DON’T... cave in when your client pushes back. |
| you have to offer. | | | | You will inevitably resent the client or the project. It |
| Why is it Deadly? Because most entrepreneurs | | | | is perfectly acceptable to say No, that |
| don’t manage the change process properly | | | | isn’t going to work. Just follow up with, |
| and the result is: | | | | Here is what I can do. |
| Overwhelm and long hours | | | | DON’T... be a People-pleaser. It leads to the |
| Frustration and resentment | | | | Over-Commit and Under-Perform Syndrome. |
| Loss of profitability | | | | Remember, it is business, not personal! Your client will |
| Delays on other projects for other clients | | | | ultimately respect you more for being honest and |
| An unhappy customer who doesn’t refer you | | | | grounded in your abilities and desires. If they |
| more business | | | | don’t, you don’t want them as a client! |
| Does this sound familiar at all? Well there is hope. | | | | So what happened with Anna? She realized that the |
| Here are my insider secrets to turning that deadly | | | | project was rapidly becoming an energy drain and |
| scope creep into a win-win outcome (that means a | | | | she didn’t have time to complete the job in its |
| profitable, enjoyable, satisfying business transaction | | | | new scope. She gave the client his money |
| where you are in your power!) | | | | back and recommended someone else. Miraculously, |
| DO
create a written agreement which includes: | | | | two additional clients showed up in the same week, |
| exactly what you commit to do, when it will be done | | | | and she doubled her revenue that month. |
| by, who needs to do what (for example, the | | | | By the way, this process works great with spouses, |
| customer has deliverables), and how much it will cost. | | | | kids and co-workers too. (Although your kids might |
| I guarantee you this step alone will increase your | | | | look at you funny when you submit a change order |
| sanity. | | | | for their 3rd dinner request tonight! |