Related to the email Budget, scope or timeline, a reader asked, “Can you please share a sample message to push back for any of these scenarios?”
The general approach to push back is twofold:
1. When you initially ask the client which factor is most important and therefore cannot change. At this time, you tell them the consequences of their decision. By getting them to confirm their choice and the consequence of their choice, you set their expectations from the start.
Sample wording: “I understand you have a fixed budget that cannot change. That makes total sense. Given this, do you agree that the scope and/or timeline needs to be flexible to meet this requirement? The goal is a successful project and we need to put these measures in place to deliver.”
2. During the project, when the client wants more control, you can remind them of their previous acknowledgement. Remind them that they decided which factor is immutable and therefore the others must be open to change.
Also add a warning that if this control is not respected, the project will be in jeopardy. Then finish with a positive note, that a subsequent phase is always possible.
Sample wording: “I’m sure you’ll recall, you told me that the budget is very specific and cannot be increased. As a result, we agreed to be flexible with the scope and timeline, in order to meet this requirement.”
“Now I understand you want to change the scope and/or timeline. I need to warn you, if we do this, the project will be in jeopardy. I’m sure we can both agree we don’t want this. So instead, I propose we document the scope changes you desire, and we slot them for a subsequent release. How does that sound?”
The takeaway
The impact of some problems can be severely reduced by anticipating a future issue and setting expectations from the start. Also, keep the client’s focus on the project’s success.