When the client asks for too much

What can you say when your client or customer asks for services that are beyond the agreed-upon scope of work?

Many account and project managers struggle with this because they fear upsetting clients. 

Some business owners do as well, as clients are their lifeblood.

However, there’s a way to say “yes, but…”

You can just say: “I’m happy to help with that. Let me get back to you with an estimate.”

And then observe their reaction.

See what you did there? 

You signaled that there’s an added cost. 

You gave them a heads-up so they have time to digest it. 

You also gave yourself some time to talk to your team or boss and come up with a change order, even if it’s just a quick email.

Of course, however, you can’t do this unless you know the contract, so if you’re an account or project manager, ask your boss for the contract so you know when to pull out this phrase.