First off, let’s define scope and scope creep—and when you should be worried. 

Scope (skōp): (1) intention, (2) extent of treatment, activity, or influence, (3) range of operation

Scope Creep (skōp krēp): (1) additional work, features, functions not authorized and beyond the agreed scope

Let’s be clear, scope creep isn’t always bad. It’s a great way to build a relationship and reputation with a client. Plus, when agencies and teams are aware of scope creep, it creates opportunities to improve processes (internally and externally). And in cases where the client is getting billed for the additional work, it can increase revenue. 

But it can also be destructive to the team—and to client relationships. If scope creep happens too often, especially when the client doesn’t understand the concept of scope creep, it can burn out your team, reduce productivity, and diminish overall profitability.

Is scope creep already happening to you? Here are three key things to look out for: 

1. Someone is unhappy, either on your team or the client’s team.
2. The expectation is your team will absorb the cost of additional work.
3. The scope of the work has gone beyond the initial proposal without any conversation. 

Nervous about how to handle scope creep? Here are things to avoid when dealing with scope creep:

1. Being inconsistent with how you report on the progress of the project: Don’t surprise or confuse the client. Be consistent in the format and timing of all progress reports.
2. Not communicating clearly with the client: Always keep the client informed about what’s happening with the scope. And don’t be afraid to speak up when something they mention is outside of the scope! Clear and concise communication is key.
3. Promising to deliver more work to keep the client “happy” without consulting the team: There are times when new asks from the client take little-to-no time to complete. But don’t promise any additional work until you discuss it with the team. Simple changes can alter the scope dramatically, and you don’t want to alienate anyone on your internal team.
4. Allowing direct and unmonitored communication between client and other team members: There should be one team member who is in charge of all client communications. Once you have other team members involved, changes to the scope can go unnoticed and throw the project off track. 
5. Having an ambiguously defined scope of work that doesn’t have depth: Be specific. If the scope is light, there’s room for interpretation and that’s when you can get into trouble.
6. Don’t be a hero: If a client makes a tough task, don’t commit or promise success without communicating to the client what’s at stake (or what’s needed). Oftentimes if a client makes a difficult request, they don’t totally understand the complexity or execution. It’s better to pause and communicate what resources are required to accomplish the ask—whether time, money or changing the standard entirely. Either way, it should be a client choice. Don’t burn out to solve the problem. 

Scope creep can be stressful, but it isn’t always bad. If the client can help build long-term value for your business, then perhaps it’s your chance to really wow a profitable client. 

Just like anything in marketing and client relationships, handling scope creep is an art, not a science. So be sure to consult your senior colleagues and collaborate with your team to decide the right way to handle these delicate client situations.

For more on scope creep, check out some of our resources:

https://www.pmi.org/learning/library/top-five-causes-scope-creep-6675

https://www.workamajig.com/blog/scope-creep