How can you handle client requests for additional services outside of the contract?

Often clients don’t even realise they are asking for things out of scope. SOWs can be drafted weeks before and aren’t necessarily used as a live doc. So the best way is to approach the conversation in as human a way as possible. Be up front, don’t let it drag on. Outline the repercussions of the additional asks - be helpful but be firm. The outcome will always come down to how you deliver the news so talk to them how you’d like to be spoken to

When a client asks for something extra that's not in our contract, it's crucial first to get a clear picture of what they're after and why. Get more details from them—what's the goal, and what do they envision as the end result? This isn't just about saying yes or no on the spot; it's about understanding the request's depth and its potential impact. Sometimes, this conversation reveals that the extra ask stems from a misunderstanding, a shift in strategy, or maybe they're not fully in the loop. Often, we can address these situations without piling on more work. It's all about open, insightful dialogue to uncover the best path forward.

Understand the exact nature of the service desired, its timeline, and any associated deliverables. Communicate transparently with the client about any potential adjustments to the contract terms, including scope, timeline, and cost implications. Propose a revised agreement outlining the additional services, costs, and any modifications to the original contract. Prioritize clear and open communication to ensure alignment between client expectations and project realities while maintaining a collaborative and mutually beneficial relationship.

Please ensure you have a change management process in place as part of your client on-boarding. As soon as the request is made respond positively, and re-play your understanding of the request/brief and deadlines and refer to the change management process as it is outside of scope. If it is outside your agency's capabilities, recommend a partner to deliver that aspect of the work.

We are often encounter movement in a brief or project.. we work with very creative clients who rely on us to action all manner of requests as the project develops, often times these requests are sprung on them also. The best was forward is to work with the client, discuss the alterations or additions and work through these together. There is always a way to work through a problem with communication and being proactive.We relish those challenges and there is always a solution if its discussed together..

When a client requests additional services, it is important to listen carefully to their needs and understand exactly what they are looking for. This will allow you to evaluate whether it is feasible to provide additional services and how you could meet their expectations. It is important to evaluate that the requests are within our scope and once the need is understood, communicate the response (positive or negative) in the most assertive way. Communication is key to the success of an event and especially to customer satisfaction.

If the changes are far enough out from an event, we’ll do a formal revision to the quote reflecting the new pricing. If the client requests changes on site, we’ll discuss with the client, communicate changes clearly, and strive to get approval in writing (especially if it incurs other costs, everyone hates surprises).

After understanding your client's additional request, it's time to consult the contract. Check what it outlines for handling changes or extra services—look for clauses about amendments, written approvals, or the need for renegotiation. This step ensures both parties know the ground rules for adjusting the scope of work. If your contract doesn't cover this scenario, consider this a nudge to include such terms moving forward. It's a smart move to clear up any potential misunderstandings and streamline how you manage requests that go beyond the initial agreement.

1. **Understand the Request:** First, get a clear picture of what the client wants. Ask open ended questions to understand the problem they're trying to solve and why this new request is important to them. 2. **Review the Contract:** Reread the contract to refresh your memory on the agreed-upon scope of work. This helps you determine how the new request deviates from the original agreement. 3. **Communicate Clearly:** Talk to the client openly and professionally. Be polite but firm in explaining how their request falls outside the contracted scope. 4. **Negotiate a Solution:** There are a few options here: * **Offer Alternatives:** See if there's a way to meet their needs using services already in the contract.

We try to avoid changes to overall cost to client if the requests are minor. Preserving a good client relationship is more important than nickel and dime-ing. That being said, if the changes are significant (like significant overtime for strike labor incurred because the client’s final session went several hours past the scheduled end of their event), the payment expectations are laid out in the client agreement and we’ll also have a discussion with the client before the final invoice goes out. (In that example, we’ll of course try to bring on-coming OT to the client’s attention before it happens so they can decide whether to extend or end on time.) We try to be fair and avoid surprise bills.

This is not just about whether we can do it, but about carefully considering the ripple effects. How will this impact our resources, timeline, and budget? More importantly, we need to think about the bigger picture—will it strain our team or compromise the quality we're known for? On the flip side, could this extra effort boost our client's satisfaction or even elevate our reputation in the long run? It's crucial to balance these considerations, looking not just at the immediate challenges but also at the potential benefits. Sometimes, going the extra mile can set us apart, yet we must ensure it's a step forward, not a step back.

If the request is not significant and we can manage it within the existing allocated resource we will let the client know it's out of scope, but we are happy to do it. Building trust financially as well as creatively is important to long-term relationships. If it's a big change that requires extra resources or pushes timing then we will work with them to find the best solution, providing options so they feel in control of the choice made and informed on all ways forward.

Although some of the client's last minute requests are manageable within the parameters of what was contracted without generating additional costs, there are other situations in which specific charges must definitely be generated, above all and I reiterate, clear and human communication is important and present to the client fairly clear information on the additional values that may be incurred. If the client agrees to additional services, he negotiates the specific terms of the agreement, including the scope of services, delivery times, additional costs, and any changes to existing contractual terms. It doesn't hurt to do it in writing and obtain official approval from the client.

When responding to your client's request, clarity and professionalism are paramount. If you're agreeing, detail the actions, costs, and project impact. If declining, explain your reasons and offer alternatives to meet their needs. Need more time or info? Say so, setting a clear deadline for your decision. Whatever your response, ensure it's communicated clearly and documented in writing. This approach not only maintains transparency but also strengthens the trust and respect in your client relationship.

In my experience being clear, direct and open gets you the respect from clients and avoids friction. When people try to avoid the issue or hide it as one part of another email it becomes awkward, frustrating and tense. Where I have good client relationships I've even titled emails "The annoying scope issue", addressing it directly and being open about how we all feel about it. Once a solution is agreed upon, make sure it's fully documented and signed off. Then you can both move on and focus on making the best product outcome.

The most crucial “add ons” that can happen in an event are happening during the event is taking place! Most of the time the confirmation by the client on the Add on is verbally and this can create pressure once closing the bill. My tip is before every event prepare for your self and your team a form for any requests that the client may ask and once the request has been made confirm it with the client signature on the form!

Always ask yourself what you have not delivered in order for your customers to feel confident Never just assume Ask them what they want before you can evaluate their needs. Building a relationship with your clients is important for your company and your clients Always consider how you would feel in their situation

In managing your client's expectations, communication is your best tool. Whether you're moving ahead with their request or not, keep them in the loop about your progress, facing any hurdles head-on with viable solutions. Delivering on your promises is non-negotiable; surprises, unless they're pleasant, aren't welcome. Should any bumps or shifts occur, bring them to your client's attention promptly, valuing their input and decisions. This open dialogue fosters a positive, respectful partnership, demonstrating that you cherish their trust and aim to fulfill their expectations.

Manage customer expectations from moment zero, always do it realistically and ensure you meet agreed deadlines and quality standards. Maintain open and transparent communication throughout the process to keep the client informed of the progress of additional services. Keep what you promise

Learn, adapt and evolve: After completing additional services, evaluate the process and learn from the experience. Identify areas for improvement and adjust your business practices accordingly to better manage requests for additional services in the future.

It's important to try to put yourself in your clients shoes when this happens and try to understand their pressures. This may have been missed in the scope by someone else, or it's something their boss expected but no one knew, or there may be there are business cuts so they don't want to be asking for more money on their project. Understanding will help you find a solution together. In the past, I've agreed with clients that another feature was needed less so re-allocated that resource, or agreed to bill it in the next project. If there is trust and understanding out of scope should not be an issue.

Document everything! It is important to thoroughly document all agreements and changes in a written contract to avoid misunderstandings in the future. Make sure that both parties agree with the terms and conditions before proceeding with the provision of additional services, always seek formal approval of any modification or addition, all this will guarantee that communication is assertive, human and fluid and There are no misunderstandings, in addition to ensuring a good experience for your client.

Be sure to be clear regarding your fees. Time is valuable. Time is money. Cover all bases. Try not to have overlapping appointments.