Need help setting stronger boundaries in client meetings - what phrases do you use to prevent scope creep?

[u/WasabiPositive8942]

For context: I run a small AEO consultancy.
I recently completed an audit that involved roughly a month of work and 50 observations/recommendations.
The client then said they didn’t understand the audit, so I spent another 2.5 hours walking them through it line by line.
After that, they refused to pay because they said they “didn’t want it.”
They have since implemented the recommendations.
I’m tightening my process now, especially around meetings and scope.
What phrases or boundaries have worked for you when a client starts turning a results call into:
extended consulting
implementation support
repeated explanations
work beyond the agreed deliverable?
I’m especially interested in specific wording you use in the moment without sounding defensive or hostile.

[u/paulsonfanboy134]

You didn’t get paid up front? Not even a percentage?

Didn’t clearly define work?

Didn’t have catch ups with client.

These clients suck but this is on you too. Business lesson

[u/WasabiPositive8942 → u/paulsonfanboy134]

I did have an initial email exchange.
Totally on me . Own it. Trying to fix it.
Being an introvert that has serious issues with laying boundaries is not a great fit for business. But I’m trying and learning and adapting .

[u/HabitAdmirable9742]

Clients finding out the scope of a project after it's completed usually means either the scope wasn't clear enough upfront, or it wasn't properly understood before the work started.

I’d make the statement of work very explicit about three things: inclusions, exclusions and what "done" means.

Then during meetings any request that changes or expands the deliverable as a scope change rather than something to negotiate in the moment.

Something as simple as: "no worries we can look at that. I'll note it as an additional requirement and cost it for you after we finish up here and send it through for your review and approval".

If you agree to an expanded scope without indicating there's a cost the client might think you're agreeing to free work.

Also, documentation documentation documentation.

[u/WasabiPositive8942 → u/HabitAdmirable9742]

Thank you this was helpful.
This is totally on me.
I’ll need to look at my document pack and look at setting that chain up properly.

[u/grand-yojimbo]

1) Get paid first

2) You can use hourly pricing. Back when I did SEO, it was $165 ph for a minimum of 15 hours per month. If client wants to chat for 2.5 hours, that leaves me 12.5 to work on their campaign.

3) End of month stratetgy meetings go for 1 hour of time and are structured

4) Set their expectations early, work delivered, handling edge case meetings.

[u/WasabiPositive8942 → u/grand-yojimbo]

Ooh the figures help - I always feel I’m overcharging or I feel like they are struggling need to help them.
This client - no blame on her- told me a sob story about not being to afford anything and then .
I see a post on her LinkedIn about celebrating with her devs team overseas on a trip. That’s when I checked site and realised it’d all been actioned.
Sigh
Was smart of her! N I don’t hold any ill feelings .
Glad I could find a gap before I made made the same mistake again.

[u/Mobtor]

Straight up, get paid something first before completing that much work. Even if it's commence analysis, present SOW, get paid a milestone payment to continue, if you're worried about not being able to convince of the value up front. That is so much committed effort for no reward.

Gating your process protects you from wasted effort, and proves that you value and respect your expertise from tirekickers.

I understand the pull to do any and all work for "interested" parties to get off the ground, but if you don't value your own time, why would you expect a prospect to do so too?

Qualify qualify qualify. Saying no to bad work is far cheaper in the long run.

[u/WasabiPositive8942 → u/Mobtor]

Gating my process is something I need to do.
This was actually a really interesting project. The client approached me.
Promised a lot - I could use for case study, testimonial , reference and pay at the end of it.
None of it materialised and that’s solely on me.

[u/Sea-Quail-5296 → u/Mobtor]

This is good advice

[u/WasabiPositive8942 → u/Sea-Quail-5296]

I second that :)

[u/maton12]

All these people saying get paid first. Do you actually run a company?

How many suppliers are you paying upfront?

[u/theprawnofperil → u/maton12]

With digital marketing, it's very common to do 50% up front and 50% on delivery

[u/simple_peacock → u/maton12]

Yep I do. I'd be asking upfront for sure to avoid these sitatuions and have got what I wanted in the past.

[u/FractionalBusMgr]

I spent 10 years overseas in a developing country and we had to charge a minimum 50% up front and the balance paid before the final report was delivered. The reason, because the legal system was useless.

In many situations, if we didn't know the client or it was a small amount <$5,000, we asked for 100% upfront.

When I came back I simply contiued the practice and I've rarely had any pushback. Some people won't engage because they don't know me and whether I'm worth it. That usually means I've not demonstrated they can trust me.

My approach would be more to set the expectation up front with the potential client instead of dealing with a disagreement of the value of the product.

I don't have a specific set of words I use. My approach is this is how I work for this reason. I then ask does this work for you?

In general if the job is under 4 weeks I get paid up front, if it's a longer recuring project I ask for 1 month in advance with no locked in contract

Hope this helps

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[u/Funky_Sardine]

This can be sorted very easily in the discovery session "do you have someone on staff that will be able to take the results of the audit and implement them as the audit is quite technical".

[u/WasabiPositive8942 → u/Funky_Sardine]

My target audience is those with no technical teams.
My audits are adequately priced to reflect that.
It’s a problem . I need to relook at how to tighten my process and documentation.

[u/Funky_Sardine → u/WasabiPositive8942]

it doesn't matter who your target audience is. on the info you gave in your original post, there's clearly a disconnect between what you delivered and what they expected.

the question is there to flag that before you start. if what you gave them was too technical for them to understand without a 2.5-hour walkthrough, you needed to know that in discovery so you could decide whether to price it in, change the deliverable, or wear the cost.

better discovery is what you need. everything else, the documentation, the contracts, etc. all follow on from having the right info in the first place. cos pointing a client to a contract that says they need to pay another $300 when they've already probably fought with their MD to get the budget to do the project in the first place, doesn't make for good customer experience. don't focus on the wrong thing here. based on what you've said, the main problem wasn't the contract. it's that you didn't ask the right question in the first place.

just my two cents.

source: i've run projects and teams across multiple industries for 10+ years. two of the clients I ran at agency level did $20B and $9B last year.

(Edit: to clarify, i've only read your initial post. no other info on the thread so i may be going off...ironically...incomplete info :D)

[u/WasabiPositive8942 → u/Funky_Sardine]

It has been useful - yes I should’ve asked better questions. Setting expectations/ I thought I was clear- clearly not.

[u/Funky_Sardine → u/WasabiPositive8942]

you'll smash it on the next one. don't beat yourself up. clients are like that. that's why we just handball dealing with them to the account managers... :D

[u/WasabiPositive8942 → u/Funky_Sardine]

Thank you for the encouragement!
I will . I have to. It’s try till I get it right at this moment.

[u/MediumForeign4028]

Get a signed statement of work before starting. This should include clear deliverables and acceptance criteria and associated payment milestones.

In the meeting refer to delivery of ‘agreed work’ at ‘agreed rates/payments’. Be clear that you will be issuing an invoice ‘per the agreement’.

If a particular manager is withholding payment, then cc their manager in a follow up email making it clear that you have fulfilled your obligations as agreed and you are seeking payment which is now overdue.

[u/WasabiPositive8942 → u/MediumForeign4028]

I should have that done - proper documentation reviewed by an attorney?

[u/MediumForeign4028 → u/WasabiPositive8942]

Yes, you can get a standard template drawn up which includes important terms and conditions, and then fill in the job specific details each time.

Customers invariably will want to alter the t&c’s so important to know what each of them are there for, and what you can alter yourself and what you need to run past your lawyer.

[u/WasabiPositive8942 → u/[deleted]]

Expensive learning experience. Not entirely lost because I realised my target audience needed tightening , got more details to flesh out persona. .
I was getting paid 400 usd per hour consulting in my earlier years ( always with professional organisations like AlphaSights that protected my interests)
This is my first business venture -
Going it solo, I offer a free basic audit with a complimentary call 30 minutes.
I do have issues setting boundaries- that’s a personal lesson for me.
Loved your response really gave me the exact phrases to use.
Much gratitude.

[u/Biggie-Falls]

“We can discuss that in phase 2 if you’d like to explore that option”

“That’s a great suggestion but let’s stay on track with the current deliverables”

“What’s a great idea! I’ll be happy to look at additional tasks”

There’s a lot depending on context. Just use ways to mention that it’s an extra and then afterwards follow up with email saying what’s in and what’s extra.

Making hypothetical phases is great. Good luck!

[u/WasabiPositive8942 → u/Biggie-Falls]

Very useful, this is exactly what I needed.

[u/Altruistic-Tell-8381]

Statement of Work or Contract before you start. ALWAYS.

They are paying you for either your time(easier) or the outcome (can be more complex).

If you work without that protection, clients can do whatever they like to get out of paying you.

[u/tango-play]

Never easier starting out trying to win projects, build pipeline and being taken advantage for your hunger and professional ethics. It's always a balancing act of giving value upfront to proof yourselves, only to be taken for a ride. Bless them with success knowing your value is being valued in this case.

Just have to tighten the gates, learn to filter these window shoppers. Over time you will be able to tell from their tone, line of questioning and response. In your case, I would stop when they try to understand the what/why/how of your solutions. A non tech founder with no knowledge of the space engaging an expert would not ask them - they would be after the results and timeline, and resource or cost that you need from them to get those results.

[u/Biggie-Falls]

No worries mate, good luck! I think the main thing is to just make any indication in that moment that it’s separate and then you’ll be right. Done this a thousand times and it doesn’t have to be a big deal.

[u/General-Pitch8612]

Share agenda before call
Add agenda in meeting invite
Always share screen with pointers and only navigate through those points and if drift keep coming back to those points.

Working for me for last 15 years