Say no without losing the client.
Five real scripts client-facing project managers use when a request lands outside the agreed scope. The client still gets a path forward.
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What's in the Pack
Five scripts. Three tone variants each (friendly, neutral, firm). Every one states the facts, gives the client options, makes a recommendation, and ends with a next step that has an owner and a date.
- When a new element arrives after the design is frozen and the package is already issued
- When the client calls it a clarification and your records call it a change
- When small additions pile up in the weekly call until they add up to three weeks
- When you are asked to start before the change order is signed
- When the change is approved but the time it costs is not
Who This Is For
Client-facing project managers who get the mid-project ask. The one that sounds small, is not in the fee, and arrives with an expectation already attached.
You speak English well. The problem is not vocabulary. It is finding language that holds a line and still sounds like service, so the client hears a path forward instead of a refusal.
Written for PMs on engineering and construction projects, and for anyone who has to explain what a change costs before agreeing to it.
Get the scripts.
Five scripts, three tones each, one page each. Yours to paste into the next client email. No cost, and you can leave the list whenever you like.