“A new client might have an expectation that completing a tax return is worth $300, but really it’s around $3,000 of work. Having that awkward conversation upfront stops a much more awkward conversation in two months’ time, when you send them a bill for $3,000,” says Dan Osborne. With new clients coming in, you sometimes have no idea how long it will take, until you really get under their hood.” says Dan Osborne, Director of CATS Accountants in Australia. “It can be particularly awkward when doing an initial estimate of fees. This sets expectations with those interested in your services and helps to ensure you’re having conversations with people who are willing and able to pay your rates.ĭiscuss pricing early on in your client relationship. Consider adding a pricing section or messaging on your website, indicating your starting fee or price range for your packages. The issue of pricing is typically brought up during the discovery call or perhaps via email, before the proposal is sent out. That way, you'll be able to bill the client for the additional work and won’t feel like you have to absorb the increased time and costs into your business at some point in the future. When your client makes a request that isn’t covered by their agreement, politely (but firmly) address it with them immediately and confirm it in writing with a review or new engagement letter. If the scope changes, send your client a new letter of engagement that clearly outlines the revised scope and costs.īe respectful but firm. Regularly review and address any changes in scope with your client early on. Make provisions for out-of-scope work in your proposal to set expectations upfront that it will incur additional costs.Ĭommunicate regularly. It needs to clearly and unequivocally outline the scope of work, spell out what the scope includes and what it doesn’t include.Īnticipate change.
Your engagement letter is your first line of defense against scope creep. Don't start work without a signed engagement so you and your clients are on the same page about the deliverables and value from day one. The key to managing an out-of-scope request is having processes and solutions firmly in place, so you feel confident about renegotiating any additional work or pushing back on your client’s request, if you need to. Making sure you can charge and get paid for work that goes out-of-scope (aka scope creep) can be the challenging part. This could help you feel more confident when you’re talking to your new client.Ĭhanges in the scope of work can and often do happen. Write down the key points that you want to bring up during your meeting. Prepare what you’re going to say in advance. It will also allow you to present a proposal back to them that accurately reflects the challenges they’re aiming to solve. Spending the time gathering information about the scope of work and understanding their challenges will help set you up for success. This is one of the most important steps in the client relationship. Invest the time upfront to understand and clearly scope their requirements.
That way you’ll have a better idea of who you’re dealing with and you can structure the discussion accordingly. Before hopping on a call, check out their website, LinkedIn profile, and other relevant resources. Equip yourself with information about the prospect, so you ask the right questions and mitigate the risk of any awkward silences. Consider the following tips:ĭo your research.
A little preparation can help your discussion with first-time clients go smoothly and your relationship start out on the right foot.
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