Make the most of a change in scope


When a client changes their mind it can be an opportunity, rather than a problem



A client wanting you to do extra work during a project doesn’t have to be a bad thing. If handled in a positive way, it can be turned into more business.


Consult the scope of work

Sometimes when you’re on a job, your client will want to make the most of you being there. When they approach you about extra work, be open to suggestions but make sure you ask if they would like a quote for anything that is beyond the agreed scope of work. This gently reminds them that what they’re asking for wasn’t included in the original quote.


Show the opportunity

If they’re still keen, it’s helpful to point out any other areas they might not have been considered yet. Perhaps if they want the window frames repainted at the same time, they might consider getting the skirting boards touched up too? Explain where they can save later by having more done now, while you’re on site. Perhaps you can make use of products they’ve already paid for to complete the extra work.


Pitch again

If your client seems open to additional work, pitch for it like you would with a new client. Show them relevant jobs from your showcase and explain the benefits of doing this work now rather than later.


Recommendations, relationships and discounts

A change in scope can also provide more opportunities than upselling or re-quoting. If a job’s gone well and you’ve got a good client relationship, you could offer discounts on future work to help make the extra costs from the scope-change easier to accept. Perhaps offer special rates on future touch-up work, or offer some money back if a recommendation they make to their family and friends leads to a booking.

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