Do you get derailed in meetings and end up agreeing with things you didn’t see coming? Try this!
Set an agenda for the meeting or conversation. Note one inclusion boundary and one exclusion boundary. Say them out loud!
It’s one thing to deliver great work – but being consistent and sustainable can be quite a different thing. As bookkeepers our over-riding desire to ‘help and ‘fix things’ can get us seriously off track – and out of pocket! We can be too responsive. And that’s where scope creep can happen – those so called ‘quick questions’, “could you just …” can feel minor but without clear boundaries these small (and sometimes not so small) extensions can accumulate into stress, resentment and compromised work quality.
Boundaries are trust builders. When managed well they create clarity, direction, and stronger client relationships. They demonstrate professionalism, planning and care and understanding of your client’s needs. And sometimes, as an added bonus, what starts as friction can develop into a high value opportunity.
Smart Bookies founder, Leaine Jones, has many ‘war stories’ of falling victim to scope creep, learning to be more confident and assertive to stick to the plan, and knowing when to walk away if her standards and way of working are going to be compromised.
What’s In and what’s Out
Can you define your standards in a clear and succinct sentence? If you can’t clients may not understand what it is you do. Listing what is included, and what is excluded in a bulleted list rather than rambling paragraphs will keep what is being offered clear and on point. Incorporate these into your service agreements – clearly stating the exclusions helps frame what the regular work will be.
Exclusions don’t mean ‘No’ or ‘Never’ – by stating they are outside of the current agreed services shows what else could be offered and added on. OR if the exclusions are never part of your offerings be ready to share where else they could seek help in those areas. Leaine often says “never assume” – by having a clearly stated service agreement you can minimise misunderstandings of what is on offer. Aim for no grey areas – this is often where scope can creep.
Confident communication
Be clear from the outset with all your communications. Be prepared before meetings and phone calls, follow-up with the key points promptly, work on maintaining open and professional relationships with clients and colleagues and be authentic. You want to be that trusted person who is respectful, kind, and considerate – your reputation will thank you!
Some useful phrases can be:
- That is definitely something I can help with. Let me come back to you with an outline of what is likely to be involved with time and costs.
- Happy to brainstorm this with you – I’m excited! This is outside of our current service agreement – let’s explore some more and we can then make a plan of likely additional fees.
- Before I proceed I’ll need to check if this is part of your current package or needing to be priced separately.
Friction – or information?
Friction can mean a process isn’t clear, a boundary or exclusion hasn’t been communicated, or an opportunity has arisen for new value-add activities. Often clients aren’t aware of all the services that you offer – regularly having conversations and reviews with existing clients can really shake out some scope for enhancing existing services, and even better, delivering higher level services.
By having regular and meaningful conversations with clients you will build a rapport, along with trust. Often those general check-in chats work wonders – you both get to know each other more – and that mutual respect and trust develops deeper.
If you are creating the scope creep, you may be overdelivering on what is expected. Take the time to make sure before taking on new work that it is ‘within scope’ and you have the client’s agreement – and that you have explained the resultant extra time and fees before you jump in! (There’s that ‘never assume’ again!)
Scope creep isn’t a sign of failure – it’s a sign of growth. Clear boundaries create space to do your best work and open the door to deeper conversations, better systems, and new service offerings.Get that short agenda ready for your next conversation – and stick to it!
“The difference between successful people and very successful people is that very successful people say ‘no’ to almost everything.” Warren Buffett
