star social-channel-googleplus surface account images colour extern-link map location store-on star brush paint-rol paint tester conditions delivery payment minus_16px plus_16px close_16px arrow-down_16px arrow-up_16px arrow-right_16px selected_16px email external-link social-facebook social-googleplus social-twitter list work business clients painters-icons-v2-source_pdf social-channel-facebook social-channel-instagram social-channel-instagram2 social-channel-twitter social-channel-youtube carrousel_prev carrousel_next download save-colour-off shopping-cart shopping-list store-finder search share save-colour-off2 save-colour-on info-off info-on workspace loader close

Make the most of a change in scope

Business

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.

New

How to create client agreements

Read More

Boost your reputation using social media

Read More

Get a perfect ‘scope of work’

Read More

Get the perfect reference

Read More