It happens to tradespeople all the time. You’re on site, doing what you’ve been asked to do… and suddenly your client says ‘Could you just…?’ Yes, we’re talking about chargeable extras – and how you deal with them.
Let’s say you’re a naturally helpful person. (Of course you are, because you care about your clients and your reputation.) So you say ‘Yes, no problem!’ and put it on your ‘to do’ list.
So far, so good.
You’ve done the extras. It’s taken you additional time (and may have landed you with additional costs). Naturally you put it on your invoice.
Which the client then disputes. ‘This isn’t the price we agreed!’
That’s exactly what happened to one of my clients – so I suggested a small process improvement.
‘Next time,’ I said, ‘by all means say “yes”. But then say “Do you need a quote for that, or shall I just add it to the final bill?”‘
The other day I was chatting about this to Michael Collett of Collett Creative. As a website designer this is a problem he often faces himself – so he told me how he deals with it. I was so impressed that I asked if I could share his approach here. And being someone who cares about his clients and his reputation, he happily said ‘Yes’…
So – do you remember what you learned from your driving instructor…?
So – your client has asked you to make a change. Or to do something that is outside their original brief. Before you say ‘Yes’, take a quick look in the virtual mirror and check. Make sure it’s safe to proceed – and don’t rush. Take all the time you need to be sure you understand what they are asking for, and precisely how much extra work, and extra cost, that will require.
So – you’ve done your checks, and you’ve decided you are happy to go ahead with the additional work. Time to talk to the client. Tell them you’re OK with it – and, at the same time, tell them about any additional costs these extras will involve. Signal, very clearly, what those costs will be, and that you need their approval before you go ahead. Don’t even think about starting the extra work until you’ve had their clear agreement. Because you need to be 100% sure they’ve formally accepted your terms.
Once you’ve had formal confirmation, you can safely manoeuvre. Add the cost of the extras to the project total. Complete the task in full. And don’t forget to add it to the invoice…!
And if your business could benefit from a small refresher course (or possibly a new version of its very own Highway Code) then I’d be happy to have a chat over coffee. To discuss what I can do and how I can help. Just call 01359 240717 or email firstname.lastname@example.org