Tell Goldilocks Where to Sit

How to manage clients who love to micromanage

Have you ever had a client say these things to you while managing a project or freelancing? “We like this, but can you just add...”, “This is great, but it would be nice if we could also…”, or “Our CEO would really appreciate it if we could …”?

While this can be fairly normal, this a classic indication of the beginning stages of scope creep. Scope creep is defined by the Project Management Institute as:

“Adding additional features or functions of a new product, requirements, or work that is not authorized (i.e., beyond the agreed-upon scope).”

Scope creep is often associated with clients I like to refer to as Goldilocks clients. Goldilocks clients are clients who are always moving from one thing to the next trying to tweak, change, and “improve” the project. They have a vision of what they want in their head, but aren’t able to clearly communicate that vision. The phrase “I’ll know it when I see it.” comes to mind.

Much like Goldilocks who had to taste 3 different bowls of porridge before finding the right one - a Goldilocks client knows they want a bowl of porridge, and might know what temperature they prefer, but can’t cook and don’t know how to use a thermometer. Whenever you submit a deliverable they always want more, and it’s usually something they didn’t (or won’t) pay for.

The reason it’s hard to deal with as a project manager (or freelancer) is because it usually doesn’t feel like a big deal at the time. The problem is that once you deliver the change — it “isn’t quite right”, or now some of the other features don’t work the same, or the it now the look and feel is impacted, etc.

Even though agreeing to the change appears to be a show of good faith, adding on additional features, functionality or content without a formal process will actually make your final product less valuable. This is because you designed the work product with the end in mind and now your original design is compromised and the pieces don’t fit together the way you intended .

Here are a few tips to help you deal with Goldilocks

Set the expectation.

This is crucial. If you don’t do this from the jump, it’s going to be a loooong project. Plus, if you don’t do this from the beginning and you want to regain control of the project, you’ll come off looking pushy and possibly desperate.

During the first scope change request by the client the temptation to tell them “Sure, whatever you want.” is always going to be there because you want to make them happy. Instead, telling the client “We can do that, but it isn’t in scope for this project. If you’d like, we can formalize a change request?” will set a clear expectation up front and help keep your project under control.

How to set expectations professionally:

Know and clarify the requirements.
If you don’t do know the project requirements and deliverables, how can you possibly keep it in scope?

Write everything down.
Keeping everything in writing will allow you to have a “list” to work from. One tip is to summarize meeting notes and actions through a follow-up email and ask the customer for confirmation.

Re-read project documents often.
Going through the Statement and Scope of Work documents will keep the end in mind and help remind you what you are actually trying to deliver. A lot of conversations happen along the way that can shift the customer’s expectations, so it’s important to stay grounded.

Define your working relationship.

Describe the working relationship with the client including a communication plan. If you don’t do this well your client will be emailing everyday with new ideas and “emergencies.” For example: Weekly updates will be sent on Friday via email. Bi-weekly update calls will be scheduled at mutually convenient times for both parties. Budget meetings will be scheduled bi-monthly. etc.

Set personal boundaries as well, like not responding to emails after you get off work or on the weekend. I’ve yet to encounter anything in my career that was so important I needed to respond to an email at 10 pm (even though I have). The fear of the consequences is often far worse than the consequences themselves.

Bend but don’t break.

Giving the client small wins can make them feel like they’re in control and are getting a great value. However, you are the one in control — not your client. You need to speak up and say ‘No’ before they start steering the project. As a project manager (or freelancer) it is your responsibility to make this project successful, and that includes moving the client out of their own way.

It sounds counterintuitive but the client came to you because they needed someone. If they could do this themselves they wouldn’t have called you. Ceding all your power and authority over the project to them will only lead to frustration as you powerlessly watch your scope expand, your deadlines get missed, and your deliverables get bastardized. Before you know it you will have a Frankenstein project that completely misses the mark of the original intention. What’s worse, is that your client will blame you for everything.

I don’t know everything and would love to hear your tips below in the comments section. Feel free to reach out and connect on LinkedIn , I love connecting with new people.