Client message
“Can we also…?”
Treat a new request as information before treating it as a commitment.
Client boundary-setting guide6 min readReviewed 2026-08-27
Say “yes, with a decision” when a client asks for work outside the scope.
The request is rarely the problem. The uncomfortable part is turning a casual message into a clear commercial choice without sounding defensive. That is a workflow problem, not a personality flaw.
Your reply
clarify + price
Confirm the result, then make the time, cost, and timing visible.
Next step
written approval
Start only after the client has chosen the option.
1
Do not decide in the chat bubble
A fast yes feels generous, but it quietly rewrites the project. Pause long enough to compare the request with the agreed deliverables, revision allowance, deadline, and budget.
A correction to an agreed deliverable is not the same as a new deliverable.
A new stakeholder or a new direction can make a normal revision into extra scope.
Urgency is a separate decision: a rush request has a schedule cost even when the task is small.
2
Use a three-part reply that stays calm
Name the request, state the consequence, and invite a choice. Avoid arguing about whether the work is ‘small’; clients can decide better when the trade-off is concrete.
“Yes, I can add [request].”
“It sits outside the current scope and adds [price/time] plus [deadline impact].”
“Would you like me to add it as a change, swap it for an included item, or schedule it for the next phase?”
3
Make the approval easy to give
A vague email thread is weak evidence and creates a second round of admin. Put the new work, price, timing, and approval in one place. The client should not need a project-management account just to say yes.
Link the request to the original project and its deliverables.
Record a clear approve, decline, or defer outcome.
Keep the approved change beside the invoice and delivery record.
Before you begin the extra work
The requested outcome is described in plain language.
You checked it against the original scope and revision terms.
Cost, time, and delivery-date impact are visible.
The client can approve, swap, defer, or decline.
The decision is recorded before production resumes.
Frequently asked questions
What should I say when a client asks for something out of scope?
Acknowledge the idea first, then name the commercial decision: ‘I can add that. It is outside the current scope, so I will send the cost and timing for approval before I begin.’
Should I charge for every small change?
No. You can make a deliberate goodwill exception. The important habit is to classify the request first, rather than letting repeated exceptions silently become the contract.
What if the client says the request is only a quick fix?
Discuss the outcome and impact, not the label. A task can be quick to describe yet affect testing, deadlines, or responsibility.
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