Tackling scope creep, setting client boundaries, and navigating client team changes

Hi Coach,

This week we get highly practical and look at three common coaching scenarios and how to deal with them in different ways.

As ever, when a problem occurs with a client, we always have at least two lessons

1. How to deal with it in the moment, and
2. How to get ahead of it in the future with new clients

• Watch on YouTube
• Listen on Spotify

The three scenarios we're looking at today are:

Scenario One: What to do when the client brings a new member onto the team you are working with

I call this situation "New Player Enters The Game"...

Of course, this is a real problem when it's a surprise to you, and can lead to resistance, tensions, and worst-case scenario, the new team member has the authority to pull the plug on your project.

In this week's episode, I walk through three common ways to deal with this, ranging from getting ahead of it to dealing with it in the moment.

The long story short on this is - we have to own the situation. We may not be involved in the hiring decision, but it's up to us to make sure the new team member is onboarded into our project correctly so we can get ahead of any problems.

• Watch on YouTube
• Listen on Spotify

Scenario Two: How to deal effectively with client scoping requests and scope creep issues

This is often an insidious issue in professional services, and the way to clamp down on it is to teach the immediate client services team members how to qualify scoping requests as they take place.

The problems that occur due to saying yes to scoping requests are:

1. Our total billable time is reduced, which impacts our ability to serve our clients and grow our business
2. Our team are overworking, and overdelivering, and we wonder why burnout is so common in professional services
3. We get stretched thin and struggle to meet deadlines and make good on our commitments, which leads to negative client experiences
4. Worst case, it leads to resentment and bitterness, because we're working hard and we don't feel like we're doing anything at our highest potential.

The challenge here is to get into the habit of not saying yes immediately to client requests, and instead helping them to qualify their needs and take total responsibility for managing the project.

• Watch on YouTube
• Listen on Spotify

Scenario Three: The unique role of the coach when coaching CEOs

In this final section, I share some coaching notes to encourage you when working and coaching CEOs and high-performing leaders.

One question to ask yourself here is: What's an example of something your client needs to hear, but you're holding back because you know it could risk the relationship?

Keep this question in mind while listening to this week's podcast, and I would hope that you find something that will help you say what needs to be said.

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• Listen on Spotify

As always, I'd love to hear about what you find useful and what's making a difference in your client work.

🗣️ 👀

Chris.

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