Managing Scope Creep
Managing Scope Creep: How to Set Boundaries Without Damaging Relationships
Episode 90
Are you drowning in extra work you never quoted for? Dealing with clients who keep asking for "just one more thing"? In this episode of Design Dialogues, we tackle scope creep - that slow, sneaky project killer that eats away at your profit, burns you out, and leaves you resenting even your best clients.
I hope you enjoy the episode
Beth xx
Why This Conversation Matters
Scope creep isn't just an annoyance - it's a serious threat to your business profitability and your wellbeing. But here's the good news: it doesn't have to be a battle. With the right approach, you can set clear boundaries while maintaining great client relationships.
Understanding Scope Creep
Most of the time, scope creep isn't because clients are trying to take advantage of you. It happens because:
Clients don't realize an extra request changes the scope
They assume small tweaks don't take much time
You haven't made clear where the boundaries are
A Three-Step Approach to Managing Scope Creep
Step 1: Set the Right Expectations From Day One
Most scope creep can be prevented before the project even starts:
Your contract should outline exactly what's included and what's not
Your onboarding process should educate clients on how changes are handled
Make it clear that additional work equals additional fees
Try this script in your client welcome pack: "We love being flexible and we know projects evolve. If anything changes or you need extra work beyond the original scope, that's not a problem. We'll just provide a quick estimate for the additional work before moving forward."
Step 2: Know How to Respond in the Moment
Here are three real-life scenarios with exactly what to say:
Scenario 1: The Quick Favor Request Client: "Can you just add a few extra furniture options? It shouldn't take long."
Your response: "Great question. The furniture options we included in the design are based on your brief, but if you'd like additional choices, we can absolutely put together a supplementary selection. I'll send through a quick estimate for the additional work and we can go from there."
Scenario 2: The Casual Email Request Client: "Hey, I was thinking, could we look at a different layout? Let me know what you think."
Your response: "Thanks for your email. I'd love to explore that with you. Just so you know, changes to the layout at this stage require additional design time. If you'd like, I can prepare a quick scope adjustment with the fee and timeline so we can move forward smoothly. Let me know how you'd like to proceed."
Scenario 3: The Last-Minute Change Client: "I actually don't love the wallpaper. Can we swap it for something else?"
Your response: "I totally understand wanting to be sure about every detail. Since we're at the install stage, a wallpaper change will affect the timeline and may involve restocking fees. I can check the supplier's policy and send through an updated quote with the revised cost. Let me know if you'd like to go ahead."
Step 3: Offer Paid Solutions for Extra Work
Sometimes clients genuinely need additional work but aren't ready for a full project extension. Consider offering:
Designer for a Day services
Finishes and Floor Plan Review
Virtual consultations
Supplementary design packages
The Mindset Shift
Setting boundaries doesn't mean saying no. It means saying yes, and here's how we can do that in a way that works for both of us. Remember:
Be clear, not apologetic
Frame it as part of your professional process
Always offer a path forward
Ready to Tighten Up Your Processes?
Book a Systems and Processes Health Check to:
Update your contracts
Structure your pricing
Create a smoother client experience
Establish clear boundaries
Ensure you're getting paid for all the work you do