We heart clients (but love has boundaries)

A new video circulating on YouTube has creative firms snickering with appreciation. We've all been party to these types of exchanges, and while satirical and hysterically familiar, there's a serious side to "scope creep" that should be managed and avoided.



If you're a vendor or agency:

1. 1 hour = 1 hour. Never go into a relationship with a new client after having been haggled until you were black and blue; that's an irreversible precedent.

2. Make your terms regarding changes known in writing before beginning any work.

3. Earn your clients' trust to establishing a "no surprises" rule. Clients hate surprises, especially when they are labeled INVOICE.

4. Recognize the value of the long term relationship. You aren't going to win them all, and on a project-by-project basis you'll find that healthy, long-term working relationships will even out over time. As I say to our fondest clients, "we're of no use to you bankrupt."


If you're a client:

1. Be realistic (and honest) about your budget in the beginning. A $5,000 budget cannot buy a $50,000 web site, but often a $10,000 budget can buy you all of the features and functionality of a $15,000 web site.

2. Recognize scope creep and avoid it. If your request truly falls outside the terms of the agreement, own it and ask for a proposal. Your vendor will be fair, and it's always less expensive to make changes during a project than after.

3. Accept the "pick two" principle. It's like gravity. Deadlines and budgets are always negotiable. Our clients know we can put footprints on the moon with the right resources and client commitment.

4. See #5 above.

Our firm has been fortunate enough to have worked with amazing clients over the last decade who appreciate paying for value, some for more than 10 years. That's lasting love.