How can I manage Scope Creep in my Agency?

Scope creep is a common challenge in creative agencies, often resulting in unplanned work without additional payment. For a digital agency owner managing tight deadlines, pricing concerns, and cash flow—this can be especially frustrating. Here are the types of scope creep we typically encounter and how we can set clearer boundaries to prevent it.

Types of Scope Creep

 

1. Client Requests for “Just One More Thing”
   • Often, clients make small additional requests that feel too minor to push back on—think minor design tweaks or extra consultation calls. These accumulate, leading to more work than initially agreed.
2. Undefined Project Deliverables
   • Sometimes, a lack of clarity on what’s included in the project opens up a grey area, making it easy for clients to ask for extras. For example, a branding project might evolve to include web content, which wasn’t initially scoped.
3. Flexible Deadlines
   • When a project timeline is open-ended, clients may continue adding to the project since there’s no defined finish line. This can lead to substantial, unpaid extra work.
4. Client-Driven Project Changes
   • Clients may change their minds mid-project, requesting alterations that weren’t initially accounted for. For instance, a rebranding project could evolve into a full website overhaul because of evolving business needs.
5. Implicit Expectations
   • Sometimes clients assume certain tasks are “included” without clear communication. For example, a client might expect post-launch support for a digital project when only the build was discussed.

Strategies to Set Clear Boundaries and Avoid Scope Creep

 

To keep projects streamlined and clients satisfied, clarity from the outset is essential. Here are actionable steps to help Jamie and similar agency owners:

1. Define Clear Project Deliverables

• Action: At the beginning, outline each deliverable in detail, specifying what is included (and not included). Use clear language that anyone can understand.
• Tip: If you’re working on a branding project, break down each deliverable—logo design, colour scheme, and typography selection. This clarity makes it easier to identify any requests that fall outside the agreed scope.

2. Set Boundaries Around Revisions

• Action: Specify the number of revisions allowed per project phase. Make it clear that extra revisions will incur additional fees.
• Example: “We include two rounds of design revisions. Additional rounds are available at a rate of £X per revision.”
• Benefit: This policy avoids prolonged back-and-forths and keeps projects on track.

3. Create Change Order Processes

• Action: Implement a formal change order system for any requests outside the initial scope. Document and communicate these requests, along with the additional cost and time they’ll require.
• Benefit: This system helps clients understand that extra work impacts both budget and timelines, making it less likely they’ll add unplanned requests.

4. Use a Project Timeline with Key Milestones

• Action: Develop a timeline with specific milestones and a project end date. Outline that any requests beyond the deadline will fall into a separate phase or project.
• Example: For website builds, establish clear phases for design, development, testing, and launch, along with deadlines for each phase.
• Benefit: Fixed timelines discourage prolonged or additional requests, and it helps clients stay focused on the original project goals.

5. Transparent Communication on What’s “Extra”

• Action: Be proactive in explaining what’s included in each project phase and highlight any add-ons.
• Tip: Use language like, “This project includes X, Y, and Z. Any additional requests will be treated as separate tasks and quoted accordingly.”
• Benefit: This ensures clients know what they’re paying for and prevents misunderstandings.

6. Regular Check-ins to Re-align Project Goals

• Action: Schedule regular progress updates and align with clients on current progress versus project scope. These check-ins provide a chance to reinforce boundaries and remind clients of what’s included.
• Benefit: Regular communication makes it easier to address any concerns early and avoids sudden, unexpected requests at the end of the project.

Final Thoughts

 

Scope creep doesn’t have to be a constant issue if managed effectively. By setting clear expectations, establishing change order protocols, and having regular project check-ins, agency owners can avoid the frustration of extra, unpaid work.

Want to get proactive about managing your agency’s finances? Let’s book a call and see how Accountancy Extra can help you set boundaries, ensure profitability, and keep your business growing sustainably.