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How to Decide what you’ll “take” from Clients

If you’ve been in business for any amount of time you aren’t foreign to clients who ask too much of you. Sometimes the client knowingly does this and other times they don’t actually know how much they are asking.

Two scenarios:

Client 1 hires in my case to build a website. They go through the design approval process and most of the website build-out. They are trying to set up email for their business on their own and getting frustrated. They call and ask you to help them fix it and even though it’s not in the scope or even skillset you take a look to try and be helpful. The clients email needs are too complex and you let them know they’ll need an IT professional to take a look and help them out.

Even though on the business side you are trying to be helpful their experience is negative and the right response would have been to initially stick with the scope of the project and not take any time on email services.

Client 2 has been working with you for years in one medium and wants to begin blog writing. They ask for the favor of you “posting it real quick” to their website. Since they are a long-time client it’s not a big deal to handle but as time goes on the formatting of the blog isn’t correct and the posting takes a day or two once it’s in the funnel. The client sees themselves as not important to you because of the delay and terminates all services.

In this second scenario it’s all too common for again clients to not know or remember exactly what they hired you for but because they are paying you any amount of money they assume it should include any and all services they think fall under it.

This is not a client bash and I am only using my services as examples. Most businesses have this issue of scope creep and although it’s a hard conversation you have to stand your ground on only providing what was agreed on as to not create frustration for your client and yourself.