When quoting and the client wants 'extra' work

[MMiad]

I quote graphic art/design jobs on a costing model that allows for three separate submissions of a single concept allowing for amendments, with all related consultation/execution/delivery costs covered.

It's made clear in the estimate that additional work/time beyond this will incur extra cost. I also, kindly, point out that the client will save themselves money if they take the time to think hard about exactly what changes they require once each submission is provided, so that there's less chance that I'll have to revisit the job due to something that was missed prior to final approval.

I also make it clear that a discount will apply if the amount of work I provide prior to final approval falls short of that allowed in the standard costing model.

This seems to be perceived as a reasonable arrangement, and my costs and profits are covered.

[MMiad]

Further to my previous post:

In the case of requested amendments, any requested change or addition that falls in line with the requirements of the initial brief are covered by the initial quote, but changes that are unrelated to the initial instructions may, at my discretion, incur an additional fee.

Again, this is made clear (nicely ) with the submitted quote.

[TrishF]

This is a very good video that might apply here - enjoy!!

Trish Fehon

[SteveDavidson]

Originally Posted by MMiad

It's made clear in the estimate that additional work/time beyond this will incur extra cost.

I think this is a good approach to take up front. It means that you have some defence against clients who make dozens of changes and then demand it all be included in the original price - and the original deadline.

Sure, you're going lose some business from people who are both cheap and unable to make up their mind, but that's not really the kind of business you want in the first place...

[sam_leader]

This article and the comments provide some good food for thought on this topic. It's an oldie but a goodie! http://www.flyingsolo.com.au/finance...ct-scope-creep

Sam

[JohnnyY]

Originally Posted by Charliebean

Hi Everyone,

I am after some general advice on how best to manage my clients expectations when completing their work.

I usually quote on a per project basis and allow for some changes to the brief during the process however I am commonly coming across clients that are asking for amendments or additions and the like. The problem I face is, it is simple if it is a time consuming job as I quote and advise of the extra cost but sometimes they ask for something that would take less then 5 minutes and I feel to keep the client happy I will just amend as it is easier enough, but all things 'small things' are starting to add up time wise, or it may lead to another change and then I have spent what could of been billable time on it.

I am stuck on what is the best way to manage this? Any advise would be greatly appreciated.

Talk about it face-to-face. Your best move is arranging a time to discuss the situation in-person. But don’t pose it as a threat, offer to have a conversation and re-define what you meant by "brief" and re-explain the scope of the project, and anything beyond the scope would require additional payment. Make it clear to the client that your time is valuable.

[JohnTranter]

I'm pretty rubbish at this as well because I like to keep people happy, but I have a similar process to MMiad for large projects. I include changes/fixes in my quote.

It's almost impossible to nail everything down during a requirements phase so there's always going to be something. The important thing is to recognise a difference between a 'change request' and a 'fix'.
If the client wants a field name changed in a report, I think that's a fix.
If the client wants an additional report, that's a change request and is chargeable.

[Khalid Adam]

cost, quality and time. any changes requires a compromise. tell them that it's going to take longer and that will cost more. or tell them that quality will be compromised and will cost more to bring it back to expectations.

Explain to them in terms of quality and time and you will get what you are worth. Look after your clients but not at your expense.

This is business. dont let others take advantage of you. assert your value and the value you bring to the table.

[SAmedia]

At the end of the day, the client is coming to you for your expertise - and expertise isn't free!

Like the other posters, its key to make sure you're clear at the start of your brief/consult/contract phase - and making sure its in writing!

Also, by stating whats clearly defined in the project, give options for additions to your client from right when you start a proposal - it helps stop scope creep and is a good way to upsell your service.

All the best.

[bernardlau]

I have a policy where we make one round of changes after a draft.
And then if there's any more changes, there would be additional hourly costs.

Your Extra work cost should be a "tbc amount" I think as you won't know the nature of the additional work.