One of THE most underrated ways to increase revenue is to draw boundaries from the beginning of a client relationship - and continue to draw them in the moment. 

Overpromising is one of the worst client relationship killers and source of awkward conversations (especially for my people pleasers). 

When you get a sale, the excitement can make communicating little service details easy to miss. 

However, those little details easily turn into BIG problems later. 

Real-life examples that might sound familiar: 

• How many revisions are included (or experience endless revision requests on a whim)
• The hours you’re available (no weekends and nights - let them know)
• Turnaround times (do you need 5 days or there’s a rush fee associated)
• Things people often mistakenly think you do 

These situations happen to service providers all the time - and they end up creating unhappy clients when they’re not communicated clearly.

It’s understandably nerve-wracking to let a client know you can't do something for them, especially when you're a Black Sheep who loves helping people in all ways you're capable of. 

The truth is, at the end of the day, this kind of honesty is what will make your clients trust you more (and even refer you business). 

Below are a few options that allow you to kindly draw boundaries clients respect and actually create more opportunities for current and future business.

There are 3 main ways to comfortably communicate when a client asks for something out-of-scope. 

Clients Can’t Appreciate What They Don’t Know

If you’re making an exception, an adjustment, an extension, an addition - anything that is out of your usual process/scope - you need to let your client or prospect know. 

Too often, we go above and beyond and assume the client knows and appreciates that instead of clearly communicating about it.

In reality, your client has no idea, no appreciation, and now has a new level of expectation from you without an increase in their investment. That only breeds resentment on both sides.

Sales doesn’t stop once the sale is made - you should always be communicating the value you’re bringing to your client - especially when it’s something extra you’re doing!

Be unapologetically clear and your client and bank account will thank you later. 

Setting Expectations Upfront to Avoid Cancellations Later

Another essential thing to remember is to set these specific expectations, policies, and boundaries early in the sales process - not halfway through a project after misalignments show up. 

Be transparent so clients can decide if you're a fit before working together. It prevents false assumptions and bad experiences on both sides.

However, whether they genuinely don’t know or figure there’s no harm in asking - clients will sometimes ask you to do things outside of your scope.

So, being able to clarify in the moment and present one of the options above with clear context and detail saves you an insane amount of unnecessary back and forth.

Saying No Is NOT A Sin

It can undeniably feel scary to say "I can't do this for you" to a client. 

However, every time you say no, you’re creating an opportunity to increase scope and investment later while maintaining high-quality service, managing expectations, and saving your sanity. 

Do you have a comfortable way of dealing with scope creep? 👇

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