Stopping Scope Creep in Client Projects

We’ve all been there before - when ‘just one more thing’ seems to have no end, and you’re scratching your head wondering why you even took on the project in the first place.

Scope creep, in simple terms, is what happens when your client is requesting work to be done which was never a part of the original plan. Maybe it’s new features, or maybe it’s countless rounds of revisions - regardless, scope creep leads to:

1. Lower hourly rate for you
2. Potential delays in other client projects
3. Souring of the client relationship

None of these things are ideal for you, or for your client. Yet, scope creep seems to take place more often than not, and if you are a freelancer or agency owner, it’s probably high up on your list of things to fix - as it should be.

Not to worry - for I was once in the exact same boat as you when running my agency - every single project I took on seemed to have scope creep, and I just thought I had bad luck with clients.

That was until I discovered the truth - it’s not your clients, it’s you. The good news is that means that you are also capable of fixing it, and you aren’t just getting bad clients.

So, what’s the problem?

Before we get into the solution, let’s talk a little bit about why this keeps happening to you.

When a client comes to your door (or inbox), it’s an exciting time. You can foresee the awesome work you’re going to do with that client, along with the nice payday that’s going to come out of it. At this point, scope creep is probably the last thing on your mind - and that’s exactly the problem.

Problem 1: Expectations

One of the most valuable things I learned in my time running a Webflow agency is that 90% of the client relationship is determined by the time the first contract is signed.

What? How? Isn’t that just the first step?

Expectations are everything. That’s where your client’s definition of success gets cemented into their brain. Freelancers and agency owners often make the mistake of over-promising in the sales phase. So - what do I mean by over-promising?

Perhaps it’s the obvious - you promised a deadline or a deliverable which you cannot complete. That’s obviously going to upset your client, but over-promising can happen in the smallest of things.

Perhaps your prospective client emails you on 9:00 PM on a Friday, and you reply in order to seal the deal. That client will now expect you to respond late at night consistently - and if you don’t, they will feel deceived and unhappy.  Set clear working hours for communication.  Do the actual work whenever suits you, but restrict client communication to 8am to 6pm Monday through Friday and state this clearly in the contract.

Perhaps you told your client that you will provide ‘unlimited revisions’ until they are happy. That client will now care less about providing you the correct information up front, because you gave them a guarantee that you can add stuff in after.  Instead, have your contract state that you charge hourly for any revisions that are not mistakes on your part from the original scope of the provided project.

These are just a few examples - but, if you want to have happy clients and no scope creep, you need to stay consistent and set the right expectations from the minute that client contacts you.

Problem 2: Pricing

We all know that project-based pricing can be the most lucrative - instead of making a fixed hourly rate, you can charge any amount you want and do the project in your own time. However, nothing good comes without it’s downsides.

When your client pays you a project-based rate, they’re expecting everything to be done included in that rate - and I mean everything.

If you didn’t scope out that project PERFECTLY - there are going to be grey areas in the project scope where your client expects them to be done, and you aren’t expecting to have to do them. This is an obvious precursor to unhappy clients and scope creep.

So, am I recommending you switch to an hourly-based model? Not necessarily.

Hourly billing will certainly get rid of the problem of scope creep, but it also means you are fixed to earning your hourly rate.

So, how can you earn more money while still getting rid of scope creep? The answer is meticulous scoping, and working for an hourly pay for certain parts of the project.

For example, let’s say your project is to redesign a corporate website.

You can charge a fixed price for the design itself - but, you need to make it extremely clear to your clients that any revisions will be billed at your hourly rate and request your clients to provide you with clear instructions for everything on the site that matters to them.  You could even provide an invoice or receipt to your clients detailing everything they asked for in the project and itemizing its location in the finished product.  This could be labor intensive, but also dramatically cut down conflict over items.  Each invoice serves as its own proof of completion for the respective project.

How would this look in practice? Your client will be worried about the revisions and provide you with clear information before the project even starts - and if there are revisions, THEY will apologize to you - not the other way around.

Now you may be thinking - what if the client isn’t happy with those terms, what if I lose the sale?

Be confident in your abilities and your pricing. If the potential client isn’t willing to meet you there, you’ve just dodged a bullet.

Conclusion

The expectations you set with your clients before closing the deal are going to set the stage for everything that happens when the project starts.  Set firm working hours, decisive means for revisions to be billed, and detailed invoices showing how your work ticks every box in the original contract.  You need to be firm, confident, and honest with your clients from day one in order to set the stage for a healthy, happy, and mutually beneficial client relationship.