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Learn the term "out of scope"

by OnlineStoreHelp
10 replies
Well I knew it was a matter of time but I finally got my client from hell. Go figure it is the one I barely charged any money to. So just to share with fellow offliners, some words of advice:

Have a contract: Even if it is a simple one page contract, it is better then nothing. Do a search for webdesign engagement agreement and you would be surprised how much it protects you.
Restrict Scope: If you are not charging a lot, usually as a favor, maybe because you are new, restrict the scope.
Out of Scope: Learn the term out of scope. You want to do X? Sorry out of scope. You want to do Y? Sorry out of scope. We can negotiate that portion though.
Clients only see part of the contract: I expect you to do X before I pay you. Sorry, look at the contract, you pay me now.
My Gut says: When your gut tells you that client will be from hell, they will be. I knew this one would be but stupid me, I still went with it, as I felt I was doing a client a favor, and I get all excited about people starting in ecommerce. Have passion but don't be silly.
#learn #out of scope #term
  • Profile picture of the author mojo1
    Just out of curiosity, what line of business is your client?
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  • Profile picture of the author AndrewCavanagh
    It's amazing what a high percentage of cheap clients also turn
    out to be problem clients.

    Just charging more can eliminate so many headaches.

    Kindest regards,
    Andrew Cavanagh
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    Old School Copy Like This Is BACK & Converting Like Crazy!
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  • Profile picture of the author bizgrower
    To me it's still weird that his happens. At the hotel I manage, just $60.00 for a room seems to make the difference between a good guest and one who is a problem. (Noisy, smokes in the room, sneaks a pet in, does not manage their kids...) If we go below $60.00, then we seem to have problems. And, it's a matter of $5.34. $60 plus our tax is $65.34. If they want $60 including tax, I say no the majority of the time- just not worth it for extra cleaning or the disturbance to our good guests. It does depend on my gut, I mean I make
    exceptions, but this seems to work 95% of the time.

    This is with walk in customers. Phone customers really never try for the hard bargain.
    Internet customers sometimes call to get their AAA or AARP discount, but they usually go with the posted rates. Our lowest, off season, published rate is $72.

    I wonder if there is a similar "magic lowest rate" for offline services?

    Dan
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    "If you think you're the smartest person in the room, then you're probably in the wrong room."

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    • Profile picture of the author kenmichaels
      Originally Posted by bizgrower View Post

      I wonder if there is a similar "magic lowest rate" for offline services?

      Dan
      For me its not a magic price. It is how they attempt to negotiate for it.

      It is pretty amazing how much you can learn about somebody
      when all they are attempting to do is negotiate.
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      Selling Ain't for Sissies!
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      • Profile picture of the author bizgrower
        Originally Posted by kenmichaels View Post

        For me its not a magic price. It is how they attempt to negotiate for it.

        It is pretty amazing how much you can learn about somebody
        when all they are attempting to do is negotiate.
        That's true. How they do it and their demeanor is probably what enters into my decision to make an exception to going below my $60.
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        "If you think you're the smartest person in the room, then you're probably in the wrong room."

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        • Profile picture of the author kenmichaels
          Originally Posted by bizgrower View Post

          That's true. How they do it and their demeanor is probably what enters into my decision to make an exception to going below my $60.
          Yeah, demeanor, body language, the way they breathe .... all important indicators.

          I mostly do my work on the phone, so I had to learn to listen for all that.

          Yes, i really do mean listen for body posture, movement, breathing ect.
          It comes with practice, but whenever i mention it people
          look at me like i grew a third eye or think i am just full of *hit.
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          Selling Ain't for Sissies!
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          • Profile picture of the author mojo1
            Originally Posted by kenmichaels View Post

            whenever i mention it people
            look at me like i grew a third eye or think i am just full of *hit.
            You have a very discerning eye Ken and I know exactly what you're talking about.

            Do your female employees perform better in this area? I think I might have read or saw that statistic where females were more adept body language readers but would be curious about your thoughts on that.
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  • Profile picture of the author Instagage
    Completely agree that when a client seems like they are going to be impossible to deal with just run the other way. In the end you may still make the sale but you will spend way more time with them and the sale will not be worth it. This is just my experience.
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  • Profile picture of the author bertyounger
    The only problem with the "out of scope" reply is when you're dealing with a sales team and then you got to manage the expectations of sales and the customer! I agree that most customers will tip their hand as to what their expectations will be, that is reasonable or unreasonable and it's best to avoid the customers from hell! That's why you need multiple irons in the fire so to speak.
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