Is This Scope Real?
- What you hear
- "What exactly am I getting, and what happens when we need the next thing?"
- Underneath it
- Fear of a moving target. They have approved "done" before and watched it quietly grow into three more invoices.
- Response principle
- Show a hard line between in-scope and out-of-scope, in their words, before they ask. Name what the next thing would cost so it is a decision, not a surprise.
Example response
"Here is exactly what is in: [the one job, the in-scope list from the brief]. Here is what is explicitly out: [out-of-scope list]. If you want the out-of-scope piece later, that is a separate, scoped conversation, and I will tell you the cost up front. No surprises."
Quotes the persona may use
- "So what exactly am I paying for?"
- "Is this going to keep growing?"
- "What is NOT included?"
- "How do I know "done" means done?"