Sometimes clients ask you to add scope to a project, for free, that they previously removed to reduce the project’s budget. Do you and your team know the best way to handle this situation?
About a month ago your consulting firm won an engagement with wetlands landscaping giant, Sodden Changes, Inc. (SCI). It wasn’t an easy project to win, though, and required multiple rounds of scope revisions with SCI’s CEO, Reverend (“Rev”) James Ursal.
For instance, Rev said SCI would lead the marsh audit, asking you to provide only supervisory guidance. That change reduced the total project fees $40K, down to $350K.
However, one month into the initiative, SCI’s other priorities have bogged down the marsh audit. During your project update call yesterday, Rev mentioned that the Board was deeply interested in the results of the audit and that internal perceptions of the project would improve if your consulting firm “lent a hand” to move the marsh audit along.
That stinks.
And, of course, Rev’s tone indicated he wasn’t expecting to pay for the extra help.
Double stinky.
Scope creep is particularly frustrating when clients explicitly remove tasks and work from your proposed scope to reduce the budget, then later ask you to take on those same tasks without a commensurate fee increase.
Your response to this situation is pretty obvious. Most consultants know what to do.
When you review the “Rule of 10s” you quickly ascertain that Rev’s requested increases in effort and value warrant a paid, project expansion.
What’s less obvious is the tone of your response. That’s where many consultants muck up their opportunity.
When Rev implies that you should wade deeper into the marsh audit for free, your reaction is, understandably, a mixture of incredulity, frustration and perhaps even defensiveness.
Many consultants would point out to Rev that he removed the marsh audit from the original scope to save $40K and that SCI’s internal challenges are causing any delays.
That’s not helpful.
Bury those negative emotions and cover them with a reaction that is supportive, enthusiastic and delighted with the opportunity.
You’ll arrive at the same recommendation—a project expansion, and with a higher likelihood of winning the additional engagement.
Also, you’ll have reinforced the impression that you’re cooperative; that your consulting firm is a collaborative partner rather than defensive, combative, difficult vendor.
Specifically, compliment Rev on his thinking, ignore the fact that he previously removed the same work from the project scope, and state matter-of-factly that his aspirations can become a reality for a small fee.
It sounds like this:
“Getting us more involved in the marsh audit is a great idea, Rev. As you said, your folks’ plates are full, and we are experienced at creating audit presentations that delight Boards. We can jump on that right away and the fee increase would be pretty modest. Do you want me to write up a quick proposal?”
If Rev pushes back on the additional fees, again resist your temptation to mention that he previously stripped the audit out of the scope to save money. That’s water under the bridge.
Stay positive, upbeat and firm in your position:
“It would be great if we could take over much of the audit for free, but that’s just not feasible. You’re right that this would be a smart investment for SCI if you can swing the small bump in total fees. Let me know how you want to move forward.”
By handling scope creep requests correctly, you maximize your likelihood to expand projects and win future engagements from your consulting firm’s clients.
Thoughts?
Text and images are © 2024 David A. Fields, all rights reserved.
