If you work in a technical role like web development, you’ll be very familiar with the term scope creep. It doesn’t just affect developers, though, and can impact every freelancer providing a service to clients. Sometimes it can even happen without us really noticing.
“Can you please make this small change?”
“Just one more update before we go live.”
It’s a slippery slope, which is why it’s so important we spot it and stop it!
What is scope creep?
At the start of every contract, your project management process should include a written spec of what you’re going to create, design or build.
For an illustrator this might look something like this:
- 6 initial sketches of characters with up to 2x revisions
- 11 initial sketches of icons with up to 2x revisions
- Final execution of all illustrations with up to 1 minor revision
Scope creep is where the client starts expanding from what was originally outlined but expecting it to fall within the same timescale and budget as first agreed. Using the example above, maybe the client starts pushing for more revisions or an extra character design.
Why is this bad?
If the freelancer accommodates these changes—no matter how minor—it can be damaging for the relationship, project and the freelancer’s mental health. Why? Well…
You’re doing additional work for free.
It sets a precedent for the client. It tells them that it’s OK to request changes or additional work at no extra cost since you’re obliging.
The project now has no end date. When a set scope is agreed, everyone knows what they’re working towards. Scope creep can make the project seem endless and leave the freelancer feeling trapped.
It damages relationships. You start off being accommodating but then grow resentful. You no longer want to work with the client but can’t see a way out.
The most extreme outcome is that it can lead to disputes (here’s one example where we helped a developer fight scope creep). These disputes often include non-payment.
How to manage scope creep
It’s easy to get defensive when the client starts requesting work outside of the scope, but it’s important to remember that scope creep doesn’t always come from a bad place.
Sometimes the project naturally evolves. The client has realised they need an extra page on the website or the original direction wasn’t working.
Other times the client forgets what the original scope involved. They’re running a business, juggling many plates, managing lots of people and can forget what the original brief entailed. This is why it’s so important to have a written scope you can refer back to. It means most issues can be resolved with the below:
“Hey, these sound like great features but they’re not included in the original scope. I’ve attached the scope just to remind us both what we agreed to and make sure we’re on the same page. We can look to build this extra functionality, but it will need to be budgeted for and delivery times adjusted accordingly.”
But sometimes scope creep does come from a malicious place. It’s these clients you have to carefully manage because it’s in their nature to get as much work from you for free and fail to respect the agreed terms. Unfortunately it can be hard to spot these clients until you’re deep into the project.
In these situations it’s important to follow the below process.
Step one: realign the client with the agreed terms
At the first suggestion of “can you do one more thing…”, send the client the original scope. Don’t get defensive, but frame it as a way of ensuring everyone is meeting the contractual terms. If it’s been agreed to and signed off in writing, it’s difficult for clients to argue with. (I said difficult, not impossible!) It shows the client you won’t be a pushover.
Step two: present alternative options
You can still be helpful and want to assist the client with their objectives. Do they want to proceed with the original scope, budget and delivery time? Or would they like to add this new work for an updated price and revised timeline? Perhaps they’ll remove something from the original scope so budget and delivery time remain unchanged? This shows you’re working to meet your client’s needs without compromising on the contractual terms.
Step three: reiterate the changes in writing
This part is really just to keep your ducks in a row should any disputes arise. You want to present the amended scope to the client for sign-off or approval and reiterate what changes were agreed. Two new features billed at an additional rate of £X, with a delivery date of 2 weeks from now. This keeps everyone in the loop.
Always have boundaries with your project management
Earlier I shared an example where we helped a developer with scope creep. This is just one example of many because it’s one of the most common claims we see. Here are some patterns we’ve noticed from these conflicts.
“It was an informal relationship so I was happy to help.”
“We didn’t have anything in writing.”
“I like the client and wanted to help.”
“I’ve worked with them previously and everything went well.”
It shows us that when freelancers enter into relationships with people they trust, they tend to skip the structure needed to keep everything running smoothly. Without a written contract, requests are made casually. Without an agreed scope, expectations naturally shift. This leads to messy projects and is how problems start.
Bottom line is, trust shouldn’t replace boundaries.
And if the client gets nasty?
If you’ve followed the above steps and the situation is escalating, lean on your insurer. Whether that’s seeking legal advice from the legal advice helpline or filing a more formal claim depending on how threatening the client is being, don’t deal with this alone.
Here are some examples where you might want to use your insurance:
- the client has threatened you if you don’t comply with the changes
- you want to understand what your rights are with terminating the project early since the scope has evolved
- the client is withholding payment because you won’t complete additional work
We’ve shared how to manage scope creep but where the client is being particularly difficult, insurance can give you expert advice, guidance on how to respond and support if a situation does escalate.
