As an A&E professional, creating a robust scope of services is a crucial step in establishing strong client relationships, protecting your fees, and fostering opportunities for upselling. The process of defining the scope requires careful consideration, effective communication, and a forward-thinking approach. Below we will delve into tips to help you achieve these goals.
From Exclusions to Opportunities
Traditionally, A&E professionals have often focused on listing what is not included in their base fee. However, this approach can lead to misunderstandings, dissatisfaction, and even disputes down the line. Instead, consider shifting the narrative to one of opportunity and collaboration. By presenting a comprehensive list of supplementary services that clients might want to consider, you initiate a positive conversation that highlights the value you bring to the table.
Rather than setting a negative tone by discussing limitations, you are now highlighting ways you can enhance their project. This reframing not only fosters a more positive client relationship but also opens the door to potential upselling.
Benefits of the Comprehensive Approach
Educating the Client: A detailed list of additional services gives clients a broader understanding of the possibilities available to them. It helps them realize the potential improvements and enhancements they might not have considered initially. This educational aspect of the proposal strengthens your credibility as an expert and positions you as a trusted advisor invested in their project’s success.
Transparency and No Surprises: Clients appreciate transparency. Presenting a comprehensive list of services at the outset ensures that they are well-informed about the potential costs involved in various enhancements. This approach eliminates unwelcome surprises that could lead to dissatisfaction or disagreements later.
Reducing Change Orders: Change orders can be disruptive and strain client relationships. By discussing potential add-ons upfront, you’re effectively reducing the likelihood of last-minute changes and avoiding scope creep. Clients are more likely to make informed decisions early in the process, minimizing the need for alterations down the line.
Enhancing Collaboration: Inviting clients to participate in the decision-making process enhances collaboration. When clients feel that their input is valued and integrated into the project, they are more likely to be engaged and satisfied with the end result.
Upselling Opportunities: The comprehensive list of additional services functions as a menu of opportunities. When clients see the potential value in certain enhancements, they are more inclined to invest in these options, leading to potential upselling and an increase in project scope and revenue.
Selling an Enhanced Scope of Services
Your highest chance of success in winning work is to have a solid estimating and proposal process that will guarantee success. When you figure out what works and doesn’t, you can repeat the winning process and increase your win rate. Here are some suggested steps to include in a winning sales process.
1. Understand the Client’s Goals: Every client has goals for their project, and it is imperative that your proposal addresses how you will help achieve them. The best way to understand their goals is to ask a series of open-ended questions that get to the heart of their motivation and financial objectives.
2. Compile the List: Begin by creating a comprehensive list of potential extra services. These could range from aesthetic enhancements to functional improvements or expanded project features. Include a brief description of each service and, if possible, a price or price range based on further information.
3. Present in Person or Virtually: Presenting a proposal to a client rather than sending a PDF will increase your win rate substantially. While an in-person meeting is ideal, a video call is a suitable alternative. Present the proposal, guiding clients through each service and its potential benefits. Make sure you address any possible objections or concerns and how you will help them achieve their desired outcome.
4. Educate and Collaborate: Use this opportunity to educate clients about the added value each service brings. Encourage them to share their thoughts and preferences. This collaborative approach helps build rapport and trust.
5. Tailor to Their Needs: Every client is different and cookie cutter boilerplate text can annoy a client. Listen attentively to their feedback and adjust the proposal to align with their project vision and budget constraints.
6. Highlight Flexibility: Make it clear that the proposal isn’t set in stone and can be adjusted based on their evolving needs or preferences.
7. Showcase Positive Outcomes: Share case studies or examples of how similar enhancements have positively impacted other projects. This can help clients envision the potential benefits more clearly.
The way you present your scope of services can have a profound impact on your client relationships, fee protection, and upselling opportunities. By shifting the focus from exclusions to options, you are setting the stage for a collaborative and transparent partnership. Engaging clients with a comprehensive list of potential services not only empowers them to make informed decisions but also positions you as a proactive and dedicated professional invested in their project’s success. Why simply state what’s not included? Instead, seize the opportunity to offer a more remarkable and fulfilling project journey for both your firm and your clients.
FIND THE LOST DOLLARS TRAINING PROGRAM
Unlock the true potential of your firm's performance
Join the ranks of successful architects and engineers who have benefited from this transformational program, based on the bestselling book by A&E profitability expert, June R. Jewell.
Our program guarantees the following:
- Increase your Win Rate, Utilization and Project Profit Margins
- Hold Your Staff Accountable for Measurable Results
- Set Goals and track Progress
- 10 Hour Self-Paced, Engaging, Fun Format with NO Time Out of the Office
- Earn Continuing Education Credits that produce return on investment
- Pair the training with our Business Management Assessment to really understand where to focus your attention
More From the Find the Lost Dollars Blog...
Today’s A&E (Architecture & Engineering) project managers are challenged by staff labor shortages, turnover, client fee pressure and responsibility for tasks they are not trained to do. Some of these responsibilities include: Business Development and...
Dealing with an overwhelming workload and severe labor shortages has become an existential threat to A&E firm growth and success. All studies and data show this problem continuing long into the future. However, there are proactive measures that can be taken to not...
In the competitive world of Architecture and Engineering (A&E) firms, the sales process is a crucial aspect of success. Securing new projects and clients heavily depends on going after the right projects, managing sales opportunities, and submitting well-crafted...