For today’s CFC Speaker Series podcast/interview, I talked with writer and strategist, Alisa Bonsignore, about many topics, including her session at CFC this year (June 22-24 in SF), Saving Your Sanity Through Better Client Relations: How to Stop Apologizing, Say No Tactfully and Know When to Shut Up and Listen.
Listen especially for the explicit detail she goes into about the variations on telling a client their scope is about to creep. There are many variations, including these:
- Well, this is a scope change. It doesn’t fall into what we’ve agreed to.
- You do remember that by going to another round of edits, it’s going to cost you.
- I know this is awkward but we’ve already used what’s in the contract…
- No, we have this agreement. It’s on paper.
“You can even be apologetic,” she says, “and say something like, ‘I’m really sorry but you do realize that…’ almost as if someone else negotiated the deal, not you!”
“Once it’s on paper it’s no longer about you and it takes on a life of its own. That makes a very big difference. The contract is your armor, the shield you use to protect yourself.”
Listen to her language and, more important, the tone in her voice when she says these things. It makes a huge difference.
Listen to all the rest of the podcasts in the CFC 2013 Speaker Series here.