You're navigating scope limitations with clients. How can you maintain a strong client relationship?

As Peter Drucker said, "The most important thing in communication is hearing what isn't said." This means understanding client expectations and addressing concerns proactively. When a client requests additional features beyond the initial scope, it’s key to acknowledge their request, clarify scope limitations, and propose solutions such as a phased approach. Maintain transparency by keeping the client updated on progress and any changes. This approach builds trust and ensures a positive relationship even when navigating scope limitations.

First hear them out, acknowledge and respect the ask. Understand the business impact. Discuss possible solutions and involve the client in the process. Communicate clearly about the constraints and indicate when and how the ask can be delivered. Transparency is the key.

To keep a good client relationship despite scope limits: - Communicate clearly and early about constraints. -Offer practical solutions and set realistic expectations. - Document all agreements to prevent confusion. - Stay positive and professional, -Address client feedback promptly, and be flexible in finding solutions.

O estudo de gerenciamento de projetos mostra que as empresas adotam, mesmo que ainda em sua minoria, a ideia de lições aprendidas. Quando nos aprofundamos nestas informações percebemos que, por motivos óbvios , as empresas olham para a tripla restrição com mais atenção. Contudo, quando observamos as reais causas dos problemas, a comunicação, ou melhor, a falha na comunicação é a causa primeira, a causa raiz, na maioria dos casos. Falhas na comunicação, seja ela interna, com o cliente, ao não atualizar o time, e até as reuniões desnecessárias têm contribuição significativa com os maiores problemas em projetos.

In this situation, communication can help. To maintain a good relationship, whether it’s in personal life or professional life - Clear Communication is the key. I’ve been in such situations and I was able to navigate by offering transparent communication, sharing product roadmap, also putting some efforts to make few changes in product roadmap and communicate the same to client. This helps clients in planning their side of business and maintain their BAU. I hope this helps.

Setting & Aligning on the expectations from the beginning is key. We can reduce the probability of issues and differences occurring mid project if all the stakeholders are aware and aligned.

It is very important to discuss and agree, right upfront, on what will happen in the event a scope creep is identified, and how it will be managed. We put language in the agreements to set some of those expectations, including a Change Request or Change Order form which is used in the event of a “significant” scope change. That way, customers know scope limit conversations might happen, and there are no surprises or difficult conversations during the project.

Transparency is the key to trust. Managing clients comes along with the responsibility of maintaining the trust in the relationship too. Most folks forget this precursor part before getting into setting expectations step. Once you have a level of understanding, identifying customer expectations is the next step. With this information, you can clearly guide the customer to a level they are ready themselves on what to expect out of this project/relationship. Unless this happens, any constraint as seen by the vendor will look like excuses and non-conformity in the eyes of a customer. Even a tough nut can be cracked, provided you have the right approach to do it. Never generalize all customers, having a bespoke approach goes a long way.

Setting clear expectations from the start is essential for managing scope limitations effectively. By clearly outlining what can be delivered within the project's constraints, you create a shared understanding of both the goals and potential limitations. When changes inevitably arise, revisiting these expectations with the client is crucial. This allows for open discussions on how adjustments might impact the project's outcome, ensuring that both parties remain aligned. Taking a proactive approach in setting and managing these expectations not only helps prevent misunderstandings but also strengthens the client relationship, keeping it on a solid foundation throughout the project.

Regardless of how the request is phrased, there's a business reason at the heart of it. When you approach such negotiations through the lens of the customer, and do your part to understand the root business need, you can find a mutually agreeable solution that fits the business need even if it isn't what was requested. This approach builds the relationship as a trusted advisor so much better than entering the negotiation to offer workaround alternatives.

This ploy can sometimes work. Take steps to come up with viable alternatives and the customer or client may consider it. The alternatives must be compelling or stop gap, while the rest of the product completes its development cycle onwards to launch.

Offering creative alternatives is key when managing scope limitations. In one instance, a client wanted several new features that were beyond the agreed scope and budget. Instead of simply saying no, I presented several alternative solutions that achieved similar objectives but remained within the constraints. We explored cost-effective substitutes and prioritized features that offered the highest value. This approach not only satisfied the client’s immediate needs but also showcased our flexibility and commitment to their project's success, reinforcing a partnership built on solution-oriented thinking.

Identify the Intent and Identify the Obstacles to Identify the Alternatives. It is important to understand the customer intent behind the requests and why you cannot fulfill it. The intent could be alignment with government guidelines, change in company strategy or budgetary changes. Some of the reasons the requests cannot be accommodated could be lack of resources, insufficient business value identified for customer or your organization or misalignment with goals. While each of these sound deal breaking, there are alternatives such as providing alternate features to fulfill the core intent, negotiating and swapping scoped items and showcase future release plan that could help with their needs.

Scope limitations is a challenge I’m currently facing with clients who prefer to keep the focus away from detailed requirements documentation. Client relationship requires a balance of subtlety and objectivity.Active listening and empathy are key to understanding the concerns and constraints that drive their approach. Acknowledging their preferences while guiding the conversation towards the importance of clarity and detail, can help clients see value of a structured process without appearing adversarial. Transparent coms on potential risks and aligning expectations ensures parties are on same page, fostering trust and mutual respect. It’s about respecting their stance while diplomatically steering the project towards a successful outcome.

Understand how the extra scope would have delivered customer value. I.e what customer problems would be solved vs focusing on feature delivery, and evaluate how you might still be able to solve that problem without the feature or scope. Sometimes workaround and creative ways to solve issues can lead to delivering value in ways previously unrecognized.

I always feel that intrinsic value matters and communicating the business benefits and value out to the client or users is a key! So don't be afraid of communicating the limitations rather focus on, how the limited scope can bring in the value add!

To maintain a strong relationship despite scope limitations, shift the conversation from what cannot be done to how you can maximize value within the existing parameters. Highlight the benefits and impacts of the deliverables that are within scope. Offer innovative solutions that align closely with the client’s core needs and business goals. Demonstrating a commitment to their success, even within constraints, shows that you prioritize their return on investment. This value-driven approach not only appeases concerns but also cements your reputation as a good partner. 🌟💼

Emphasizing the value delivered, rather than just the specific features or deliverables, can help maintain client satisfaction despite scope limitations. By highlighting how the project outcomes will meet their underlying business goals and provide significant benefits, we can shift the focus from what cannot be done to the value that is being created. This perspective helps clients see the bigger picture and appreciate the strategic advantages gained, thus reinforcing the positive impact of the project.

Trust Building: Focus on building trust through consistent actions and reliable delivery. Trust is the foundation of any strong relationship, and it will help you navigate challenging discussions about scope limitations more effectively.

Continuous engagement involves maintaining regular interactions with customers through updates, personalized communication, and proactive support. It keeps customers informed, involved, and connected to your brand, fostering long-term loyalty and a deeper relationship.

Negotiation is never final, it depends on how you carry it. Decide (in your mind) the redline and play accordingly. It should be predecided by you. Keep the engagement, without knowing them that you are stretching. Since you are in the driving seat, drive as per your business intelligence/guts.

Being accountable also means engaging with the customers on a regular basis. We speak about agile and lean methodologies of delivery but it is equally important to encourage agile and iterative communication for a strong client customer relationship. Focus on value, have clear expectations, communicate what will come and what won't and engage with POCs etc regularly so the customer doesn't feel left out. In scope limitations, continuous engagement with feedback loop is key to success. Most of the time, customers understand scope creep and limitations and are willing to engage in value added MVP launches. What they don't like is scope 'surprise'. Address the elephant in the room early on.

Maintaining a strong client relationship, especially when navigating scope limitations, hinges on consistent engagement and transparency. Involving the client in the decision-making process as the project progresses is key to fostering a collaborative environment. Regular updates, whether through meetings or concise reports, ensure that both parties stay aligned and can promptly address any concerns. This ongoing communication not only enhances transparency but also strengthens the trust and partnership between you and your client, making it easier to navigate challenges together and keep the project on track.

Maintaining continuous engagement with clients is essential for building and sustaining strong relationships. Regular check-ins, feedback loops, and updates keep clients involved and informed, making them feel valued and heard. This ongoing interaction allows for timely adjustments and responsiveness to any concerns or changes in priorities. By staying actively engaged, we can foster a sense of partnership and collaboration, ensuring that clients remain confident in our ability to manage the project effectively despite any scope limitations.

To maintain a strong client relationship while managing expectations: -Clearly communicate project scope and limitations -Set realistic goals and timelines -Provide regular updates and progress reports -Offer alternative solutions when possible -Be transparent and open to feedback -Show willingness to help beyond the scope (when possible) Remember, honesty and transparency build trust!

Agile project management allows us to effectively manage and fine tune expectations as the project progresses. This includes: - Discussing any changes in scope and their impact on timelines and deliverables as soon as possible - Keeping all stakeholders well informed - Managing backlog for future enhancements

Be Honest! This is Key 🔑 - being upfront about what is achievable now vs later saves you and your stakeholder a whole lot of time, money and effort👌

✅ Effectively managing scope and client expectations is critical to the success of any project. Maintain strong client relationships and trust with timely communication and results. Here's how: 1️⃣ Discuss and document potential limitations with clients upfront in the Proposal and Timeline. Set expectations for handling setbacks and escalation paths before Kickoff. 2️⃣ Tailor communications to each client's preferences and needs. A simple project can become overwhelming if clients lack transparency or have TMI. 3️⃣ Run "what if" scenarios to preemptively address issues. Follow processes and timelines for resolving issues internally before involving the client. Present clients with clear options and collaborate on the best path forward.

Manage expectations by being honest about what can be achieved within the current scope. Clearly communicate any limitations and their implications. Provide realistic timelines and avoid overpromising. When changes arise, discuss their impact transparently and adjust plans accordingly. Properly managed expectations prevent disappointment and build client trust, ensuring a strong relationship.