Last updated on Sep 7, 2024

You're faced with a client wanting extra project features. How do you handle their requests effectively?

When you're an IT consultant, it's not uncommon for clients to request additional features mid-project. This can be a pivotal moment that tests your flexibility, communication skills, and project management acumen. Handling these requests effectively is crucial to maintaining a positive client relationship and ensuring the success of the project. It's about finding the balance between accommodating the client's needs and keeping the project on track.

1 Assess Impact

Before you agree to any changes, you must assess the impact of the requested features on the project's scope, budget, and timeline. Engage with your client to understand the necessity of these features and their expected benefits. It's crucial to evaluate how these changes will affect the workload and whether they align with the project's goals. If the new features are substantial, consider conducting a mini-analysis to determine the additional resources needed. Clear communication about potential trade-offs is essential for setting realistic expectations.

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Sanket Mohata

Consultant at Deloitte | SAP ATTP | SAP EWM | Serialization | Track and Trace | Ex TCS | SAP MM | EU FMD I Certified Six Sigma Black Belt | Vendor Management
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Evaluate how the additional features will affect the project timeline, budget, and resources. Determine whether the new requests align with the project’s original scope and goals. This assessment will help you understand the feasibility and potential consequences of implementing the changes.

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Jim Allen

Consultant and Trainer
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Scope creep is good. It means that you are not addressing the client’s needs. Of course you will need to prioritize and may need to ask for more funding.

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2 Set Priorities

After understanding the impact, prioritize the new features alongside existing project tasks. Not all features are created equal; some may be critical for the project's success while others could be "nice to have." Discuss with your client which features are essential and which can be postponed or dropped. This conversation should be guided by the project's objectives and the value each feature adds. It's also an opportunity to revisit and possibly revise the project's roadmap to accommodate these changes.

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Sanket Mohata

Consultant at Deloitte | SAP ATTP | SAP EWM | Serialization | Track and Trace | Ex TCS | SAP MM | EU FMD I Certified Six Sigma Black Belt | Vendor Management
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Work with the client to prioritize the requested features against the existing project requirements. Identify which features are critical and which can be deferred to future phases. Setting clear priorities ensures that the most important tasks are completed first, maintaining the project's focus and direction.

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3 Negotiate Terms

Once priorities are set, it's time to negotiate the terms of implementing the new features. This may involve adjusting deadlines, increasing the budget, or reallocating resources. Be transparent with your client about what is required to integrate the new features without compromising the quality of the project. Ensure that any agreements made are documented and that both parties understand the revised terms. This will help prevent future misunderstandings and keep the project on a clear path forward.

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Sanket Mohata

Consultant at Deloitte | SAP ATTP | SAP EWM | Serialization | Track and Trace | Ex TCS | SAP MM | EU FMD I Certified Six Sigma Black Belt | Vendor Management
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Discuss any necessary adjustments to the project’s scope, timeline, and budget with the client. Be transparent about the costs and resource implications of adding new features. Negotiating terms allows you to reach a mutual agreement that satisfies both parties while keeping the project manageable.

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4 Manage Expectations

Effectively managing your client's expectations is key when handling requests for extra features. Ensure that they understand the implications of their requests on the project's delivery and quality. It's important to communicate any risks or potential issues that could arise from these changes. By setting realistic expectations, you can help your client make informed decisions and maintain a trusting relationship throughout the project lifecycle.

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Sanket Mohata

Consultant at Deloitte | SAP ATTP | SAP EWM | Serialization | Track and Trace | Ex TCS | SAP MM | EU FMD I Certified Six Sigma Black Belt | Vendor Management
Report contribution
Communicate clearly with the client about what can realistically be achieved within the given constraints. Ensure they understand the trade-offs involved, such as potential delays or increased costs. Managing expectations helps maintain a positive client relationship and ensures there are no surprises as the project progresses.

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5 Maintain Documentation

Maintaining thorough documentation is crucial when additional features are requested. This includes updating project plans, timelines, and contracts to reflect any agreed-upon changes. Proper documentation ensures that everyone involved has a clear understanding of the new project scope and responsibilities. It also serves as a reference point for future discussions and can help in mitigating any disputes that may arise.

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6 Adapt Processes

Lastly, adapting your project management processes may be necessary to accommodate the new features. This could mean implementing agile methodologies that allow for more flexibility or revisiting resource allocation to ensure that the team can handle the additional workload. Adapting your processes not only helps in integrating the new features smoothly but also prepares you for similar situations in future projects.

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You're faced with a client wanting extra project features. How do you handle their requests effectively?

1

2

3

4

5

6

1 Assess Impact

2 Set Priorities

3 Negotiate Terms

4 Manage Expectations

5 Maintain Documentation

6 Adapt Processes

IT Consulting

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You're faced with a client wanting extra project features. How do you handle their requests effectively?

1

2

3

4

5

6

1 Assess Impact

2 Set Priorities

3 Negotiate Terms

4 Manage Expectations

5 Maintain Documentation

6 Adapt Processes

IT Consulting

Rate this article

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