The conversation about change requests doesn't have to be awkward.
Most agencies either: → Say yes to everything and lose money → Say no to everything and lose clients
There's a better way.
Step 1: Acknowledge the request positively
"That's a great idea" or "I can see why you'd want that."
Don't immediately jump to why it's hard or expensive. Validate their thinking first.
Step 2: Explain the impact clearly
"Adding that feature would take approximately 3 days and push our delivery date by a week. Here's what's involved..."
Be specific. Vague answers create distrust.
Step 3: Offer alternatives
"If the goal is X, we could also achieve that by doing Y, which would be simpler and faster."
Sometimes clients don't need exactly what they asked for. They need the outcome.
Step 4: Get the decision in writing
After the conversation, send a brief email: "To confirm, we're adding X for $Y, which moves the timeline to Z."
No surprises later.
The mindset shift:
Never say "that's not in scope" as if it's final.
Everything is in scope for the right price and timeline. Your job is to help them make an informed decision, not to be the gatekeeper of what's possible.
How do you handle change requests?
#SoftwareConsulting #ClientManagement #ProjectManagement #Pricing
