Talking to clients about scope creep — the unexpected growth of a project beyond the original scope of work — can be tricky. It’s a common challenge that project managers face when the boundaries of a project start to blur. Maybe the client asks for new things or wants changes that weren’t part of the deal at the beginning. The key is to handle the conversation with care.
Here’s how you can address scope creep with your clients, keeping things smooth and professional.
Identify scope creep
Scope creep occurs when extra tasks start creeping into the project, tasks that weren’t part of the original project requirements. As a project manager, it’s your role to watch for these changes that stretch the scope of a project. When you notice something that doesn’t fit the plan, it’s time to step up and steer things right.
Let’s go over some ways to catch project scope creep early on.
- Regularly compare current progress to the original scope statement. Any additional tasks or expanded objectives that weren’t part of the initial plan may indicate scope creep.
- Look for incremental additions to tasks or features that weren’t approved. These can accumulate and lead to significant scope expansion over time.
- Listen to the project team’s feedback. They are often the first to notice extra work creeping in that isn’t accounted for in the project plan.
- Watch for changes in the project’s direction during stakeholder meetings. New expectations or project objectives emerge in a conversation need to be evaluated against the original scope.
- Leverage project management software. This software can be set up to alert you when tasks are added or modified beyond the original scope. It helps you keep track of the project and spot any unexpected additions early on.
Prepare for the conversation
Going into a conversation well-prepared means you’re not just saying ‘no’ to client requests. You’re working with your client to keep the project successful, on time, and within budget.
Here’s how you can get set for that discussion:
- Review the project plan: This is your blueprint. It shows what’s supposed to happen and when. Knowing it inside out means you can point out exactly where new requests might cause delays or add costs.
- Understand your scope management plan: This plan is your playbook for dealing with changes. It helps you explain why sticking to the original plan matters and what needs to happen if things change.
- Gather your facts: If you’re going to talk about how changes will affect the project, you need numbers and dates. How much more time will it take? What will it cost? Have this info ready.
- Think about solutions: If there are changes that make sense, be ready to talk about how to make them work. Can you shift deadlines? Adjust resources? Be constructive.
- Stay open to ideas: Sometimes, changes can actually improve a project. Listen to what your client has to say. They might bring up something you hadn’t thought of.
Set a meeting with clear objectives
Arrange a meeting with your client, making it clear from the get-go that the goal of this meeting is to look at how the project is doing.
You’ll want to talk about what the project was meant to cover and compare it to what’s happening now.
This way, you can have a productive conversation about the project’s direction and any extra work that’s come up.
Communicate the impact
Navigating the conversation about the impact of scope creep is important.
Here’s how you can communicate effectively:
- Explain the effects clearly: When you’re discussing scope creep, lay out how it’s changing the project. Use plain language to describe how added tasks have moved you away from the original plan.
- Highlight the implications: Make it clear what these changes mean for the workload and schedule. If new tasks are piling up, your team might need more time and possibly more hands on deck.
- Discuss resource allocation: Talk about the resources. More tasks usually mean you’ll need more than what you first thought — whether that’s more people, more equipment, or more hours in the day.
- Aim for understanding: Your goal is to make sure everyone gets why sticking to the original plan is important. If changes are necessary, everyone should be on board with what that involves.
- Consider the outcomes: It’s also wise to discuss the potential outcomes if scope creep continues unchecked. Explain how it could affect the final delivery, the quality of the work, and the satisfaction of project stakeholders. This perspective can encourage a collective effort to minimize changes that aren’t absolutely necessary.
Offer alternatives
When new ideas or requests come up, it’s helpful to think about how they fit with what you set out to do. Here’s how you can offer alternatives while keeping the project on track:
- Prioritize the project’s core features: Focus on what the project needs to achieve its main goals. If new ideas come up, weigh them against these core features. Ask yourself, “Does this support the main purpose of the project?”
- Suggest adding new ideas to a future phase: If a new feature or request is valid but doesn’t fit right now, don’t discard it. Instead, consider scheduling it for a later project phase. This keeps the current project scope clear and manageable.
- Evaluate the impact on the project schedule and budget: Before saying yes to any changes, look at how they would affect your timeline and costs. If they could cause delays or require more budget, it might be better to hold off.
- Communicate the reasons for alternatives: When you suggest an alternative, explain your reasoning. Make it clear that you’re keeping the project’s best interests in mind. This helps maintain trust and understanding with your team and stakeholders.
- Document all suggestions and decisions: Keep a record of any alternatives you propose and the decisions made. This documentation can be useful for future reference and helps keep everyone accountable.
Discuss change management procedures
One of the key methods to manage scope creep when you can’t avoid scope creep is to have a clear formal change management process.
You’ll want to talk with your client about the right way to put forward and assess change requests.
This should all be done following the steps you’ve laid out in your scope management plan. Make sure everyone knows how changes are handled before they’re made. This keeps the project on track and everyone on the same page.
Document and agree on the next steps
Documenting and agreeing on the next steps is a critical part of managing changes in your project. Here’s how to do it effectively:
Use a change control process: This is a formal way to track and approve changes. A change control process helps everyone stay on the same page about what’s new and what’s expected.
- Record every change request: Write down even the small requests. This way, nothing gets lost or forgotten.
- Get the right approvals: Before any change is made, the people who need to say “yes” should do so in writing.
- Update the project plan: After a change is approved, make sure your project plan reflects it. This keeps your project accurate and up to date.
Communicate with clarity: When a change is agreed upon, tell everyone who needs to know. This includes your project team and the client.
- Hold a meeting or send a summary: Sometimes a quick meeting is best to ensure understanding. Other times, an email will do. Choose the method that works for your team.
- Confirm understanding: Ask for a confirmation that everyone gets what the change is and what it means for their work.
Set new expectations: With changes documented, make sure everyone knows what’s next.
- Outline new deadlines and tasks: Be clear about any new dates and what needs to be done.
- Adjust roles if needed: If the change means someone’s job is different, talk to them about it directly.
Following these steps ensures that changes are handled smoothly and everyone knows what to do next. This way, your project stays organized and on track, even when things shift.
Conclusion
Preventing scope creep is an ongoing effort that requires clear communication and a strong understanding of project management scope. By addressing it tactfully, you can guide your clients through the necessary change management process, ensuring that the project remains on track and within the defined scope.
