What to Do When the Project Scope Changes
How to preserve your original quoted rates while still being flexible for your client.
One day, you’re happily writing a project for your client and you think everything is all good. Maybe you’re ahead of schedule, you love what you’ve written and the work has been way easier than what you imagined. I bet you can’t wait to continue working with this client!
But then: You get an email from them saying that they want to change things around. They ask you to do a bunch of extra things that you never quoted them for, or they completely change their mind about… everything!
In this post, let’s talk about what to do when the project scope changes without warning. Instead of completely freaking out, we’ll lay out everything you need to do and say to preserve this client relationship and your project rates.
What Is Change of Scope in a Project?
For writing projects, change of scope is any major change that deviates from the original project. This could be a change in deliverables, project goals, timeline, branding, target audience and/or project medium.
Examples of change of scope for a writing project:
Client wants to change your SEO blog post into a case study.
Client wants to move the project deadlines up by two weeks.
Client wants to target a completely different audience.
Client wants to change an ad’s goal from “brand awareness” to “lead generation.”
Client want to change a Black Friday email campaign into a St. Patrick’s Day campaign.
Client wants to change your social media campaign into an email campaign.
While it’s a rather subjective concept, having detailed written documentation and agreements gives you more power in these hairy situations.
Normal Adjustments vs. Scope Change
Sometimes the line between a minor change and a total change of scope is blurry. And opinions about how big the changes are can differ between you and your client.
Examples of normal project adjustments that don’t really change the scope:
Revisions to work you submitted
Added email correspondence and/or meetings
Reviewing feedback from other shareholders or team members
Further information learned about the same target audience
If your client asks you to do any of the above, it may not necessarily be a change of scope. Therefore, revised pricing wouldn’t be necessary. However, learn from this experience and make sure future pricing accounts for minor inconveniences too!
The Issue with Scope Changes Mid-Project
As you can imagine, changing the whole project is more than just an inconvenience. In fact, it can cost you time, money, opportunities - and stress the hell out of you!
Most of the work you already completed for them may have to be trashed. You now are days into a project, and you may have to move around work for other clients to get this done.
While a client may not totally understand the amount of extra work they’re asking you to do, you really don’t need to explain that to them - as long as they’re willing to pay you and allow for extra time.
The bottom line: If you have a good client who will pay you for your previous work and the cost of a change of scope, you can continue working (fairly) happily.
Let’s walk through what to do and say when a client changes the project scope. These steps will help you continue a positive client relationship, all while being compensated for the work.
How to Handle a Writing Project Scope Change
Changing the scope of a writing project can really throw a wrench in your workday and workweek. It’s totally okay to be bugged by a client who asks to change the scope, but you have a reputation to maintain.
Let’s walk through everything you need to do when a client changes the project scope mid-project.
What to Say
First things first: Don’t say anything to your client until you get over the original wave of nerves, upset, frustration and/or anger. Responding in a highly emotional state may make you say something you’ll regret.
Reread what they sent a few times and take a few minutes to do something else. Then, when you come back, reread what they sent again. You may notice that the changes are minor or completely doable without declaring a change of project scope.
Sometimes, the client has trouble writing out what they are looking for. Now is the time to gain clarity via email correspondence or in another client phone call or video meeting.
Once you have a thorough understanding of what change the client is asking for, then you can move forward in the process.
Things to say when a client wants to change the scope of the project:
You acknowledge that they want to make changes from the original project.
You will stop progress on the original project until you and the client can get on the same page again.
You want to clarify what they’re asking for (if you need more clarification).
A change in scope will require an updated quote.
You’ll bill them for any work already done on the original project.
How to Negotiate
Usually, a client changes the project scope without really realizing how drastic of a change it is. And, most reputable clients will understand that a change from the original project would equate to new pricing, timelines and paying you for the work that was done.
However, it’s still important to know what negotiating power you have in regards to working with this client.
Things you can modify to make a change of scope easier on you:
Extend turnaround times: Pricing is based on project start to finish, and you now have less time.
Revise your project start date: You’re basically starting new, so your old start date doesn’t apply.
Choose to walk away from the project: If the original agreement is canceled, you don’t have to agree to any other work.
Requote the project: Different projects have different prices.
Charge a “change of scope” fee in your new quote: Change of scope is more than just an inconvenience. Plus, it will deter the client from doing this again.
Luckily, most client issues don’t have to go to arbitration or have any kind of legal intervention. However, I’m not a lawyer, so be sure to consult a legal team if the issue gets out of hand.
What to Do
Once you get on a change of scope call or hash out the details via email, you’ll want to get everything in writing. This includes the updated scope, revised deadlines and the new pricing.
Create a quote that lays out all of the new changes. Here would also be a good place to state how much they owe you for the work completed on the original project. Or, you can bill them for the work that was done in a separate invoice.
How to Move Forward
I know change of scope can be a big hassle, but once your new quote is approved, you can begin working on the new(ish) project.
Now is a really good time to be honest with yourself and look into how you handled the beginning stages of this project. Yes, many times, a change of scope request comes from the client’s inability to nail down what they want.
However, your lack of clarity during a discovery call and/or kickoff call may also be to blame. When you don’t know what questions to ask on a discovery call and/or how to conduct a productive kickoff call, you may neglect to give the client a clear explanation of the project.
Also, if the client starts showing a pattern of scope changes project after project, reevaluate if they are worth your time.
How to Prevent Future Scope Changes
To avoid hiccups and wasting time on change of scope issues, it’s best to make everything clear upfront.
Clients will often change the scope of the project when they are not totally clear on what they want or what their goals are.
That’s why it’s essential to get the details and gauge their readiness during the discovery call. Next time, if you’re talking to a client who isn’t clear on what they need, you might suggest that they come back to you when they are ready.
