Indecisive Clients, Scope Creep, and Upholstery Sales: your questions answered

Ever wondered how other designers handle tricky client situations? In this Ask Rebecca episode, Rebecca Hay answers your real questions about the challenges that come up in interior design projects:

• How to sell upholstery when clients insist on “sit tests”
• What to do when clients are indecisive and projects stall
• How to manage scope creep in interior design without feeling awkward, and even turn it into an opportunity

Rebecca shares practical strategies, from setting clear boundaries to using hybrid approaches for upholstery sales, and even shows you how to build more trust and momentum with your clients.

If you’ve got your own question for me, send us an email or send me a DM. I’d love to answer it on air!

episode highlights

1. Why showing clients just one strong design option builds trust and speeds up approvals

2. Creative ways to sell custom upholstery without endless showroom visits

3. The “sit test day” strategy that keeps projects moving forward

4. How to set boundaries with indecisive clients while keeping relationships positive

5. Turning scope creep into an opportunity to increase revenue

6. Practical contract language and out-of-scope agreements that protect your time

Episode Resources

• Episode 294: Ask Rebecca: Interior Design Project Management, Client Red Flags & More

Read the Full Transcript ⬇️

00;00;00;01 – 00;00;31;24
Rebecca Hay
When you are showing a client a floor plan, let’s say for a living room, you need to explain. Here’s why I think it’s the best layout. We started having more success with client yeses in our firm. When we started saying we’re going to lead with our best foot forward and we’re only giving one option. All right. I’m Rebecca Hay, and I’ve built a successful interior design business by trial and error podcasts, online courses, and so many freaking books.

00;00;31;26 – 00;01;02;16
Rebecca Hay
Over the last decade, I’ve grown from an insecure student to having false starts to careers. And now I’m finally in the place where I want to be. Throughout my journey, it’s been pretty obvious that I’m passionate about business and helping other entrepreneurs do the same. Each week, I’ll share tangible takeaways from my own experience and the experiences of other badass women to help you build your confidence and change your business.

00;01;02;18 – 00;01;23;16
Rebecca Hay
Hey hey hey, it’s Rebecca, and you’re listening to Resilient by Design. If you’ve ever been in a situation where you’ve wondered, what should I do? Or maybe you sometimes just think to yourself, I wonder how other designers are doing things. That is why I’ve created this brand new series called Just Ask Rebecca, and I did one episode already.

00;01;23;21 – 00;01;43;05
Rebecca Hay
You guys can go back and listen to it where I just answered listeners questions. Questions about their business, questions about what to do in certain situations. And it’s been kind of fun. So here we go. This is the second episode I’m doing. And this time some of you actually wrote in with your questions. So if you’re listening and you’re like, wait a minute, I want to get my question answered.

00;01;43;07 – 00;02;06;21
Rebecca Hay
Just send us an email [email protected]. Or you could also send me a DM on Instagram. So the first question that came in was there a DM on Instagram? And here is the question I loved your Ask Rebecca podcast series. All of those questions are super helpful that you answered. My question would be how do you sell upholstery when they want to sit on it after 20 years in business?

00;02;06;21 – 00;02;30;20
Rebecca Hay
I still find this to be the most difficult. I end up doing half mea purchasing and half local custom showroom like Ethan Allen. This question actually came from Rebecca, so she said she doesn’t mind if I mention her name. So Rebecca, who is the owner and principal designer of Moderate Clean Interiors. Thank you for submitting your question. I love this question, Rebecca, because this is a question I get a lot inside my community.

00;02;30;21 – 00;03;02;09
Rebecca Hay
I’ve also asked this question myself many times over. It can be challenging because depending on your client, you know, some clients really feel connected to the outcome. They have really specific ideas of what they want. Not all clients are like that. I’ve had the full gamut. What I can tell you is it does start with understanding who your clients are, so that if you don’t want to be doing sit with your clients, you need to educate them right from the get go.

00;03;02;11 – 00;03;25;24
Rebecca Hay
So that when a client comes to you, you’re pre-qualifying that, right. You let them know. Listen, we take care of the orders. We don’t go shopping with our clients. We will manage everything. And based on our years of experience and expertise, our partnerships with our our trade vendors, we source and deliver the best products for your space. There can be a way to get ahead of this early on to have these conversations.

00;03;25;26 – 00;03;42;26
Rebecca Hay
Here’s the deal I would love to tell you. Don’t worry about it. You just need trusting clients and anybody will let you, you know, pick this over for them. If they don’t, they don’t trust you and you need to move on. I could say that. I don’t believe that. Also, I could say, you know what? That’s just the reality.

00;03;42;26 – 00;03;57;25
Rebecca Hay
People need to sit in things. You got to take them everywhere. I think there’s a hybrid approach, and this is what I have found to work for me. So, as you know, I have a very strict seven step process that I follow with all my clients. I educate the clients early on to say, hey, this is what it looks like to work with us.

00;03;58;02 – 00;04;18;01
Rebecca Hay
We’re going to source everything. We’re going to present all of the ideas to you. And based on the specifications that you need, we will bring samples of them as much as possible. But the reality is, you know, a lot of stores no longer carry inventory. And so shopping around and sitting on furniture and being able to touch and feel everything is just not possible in today’s world.

00;04;18;08 – 00;04;40;02
Rebecca Hay
So what we do in order to help our clients really visualize the end product beyond our drawings and our presentation, is we bring materials for you to touch and feel. So, for example, a custom sofa will make sure we have the sample of the fabrics so they can touch and feel that. And sometimes we’ll bring out an example of what the cushion might feel like.

00;04;40;04 – 00;04;58;14
Rebecca Hay
You can use your judgment if you want to say that. What I recommend to designers is if you can borrow from your supplier, let’s say you want them to upgrade to like a down filled back cushion. Can you borrow the back cushion from a supplier? Can you borrow a seat cushion? I mean, take it to the next level.

00;04;58;14 – 00;05;20;25
Rebecca Hay
If you have a design studio, I highly recommend you have a piece of furniture made. Yes, it’s an investment, but if clients are coming to you for presentation, have an armchair or a self I don’t know. We’re talking about upholstered goods here because that was the question. Have it made for your studio with different seat cushions and back cushions that you can swap out so they can feel the difference.

00;05;20;27 – 00;05;35;13
Rebecca Hay
And so you could say this isn’t your chair. Like obviously these arms are different in the back, but I just want you to sit in it to get a feel. This is what the standard foam seat looks like and where to now stand up and I’m going to swap out. Here’s what the dacron wrapped blah blah blah whatever.

00;05;35;13 – 00;05;56;27
Rebecca Hay
There’s so many options out there today. Cushion feels like. Do you see the difference? Which do you prefer? Some clients are still going to say, I want the standard because I want to be firm and blah blah blah. This way you can help them understand what they’re getting. Always letting them know that because your piece is unique, especially if it’s custom, which is what we do a lot of, so I can’t.

00;05;57;00 – 00;06;23;20
Rebecca Hay
There’s nowhere to take them to sit. I’ll say, you know, because yours has a taller back, you’re going to feel a little bit more support. Give them the information they can. And if you can’t have a custom unit made to have in your studio as an example to show your clients also, by the way, that is a business expense, and your supplier might even really give you an extra special discount on that because you know you’re using it to sell them on their products.

00;06;23;22 – 00;06;47;10
Rebecca Hay
But if you can’t do that, what you could do is you could borrow a cushion, bring it to your studio. Definitely always have the fabric. Get a memo. Don’t just have like a little cafe. Maybe you have a nice big memo sample if you can borrow like some or not. Every fabric comes in a larger piece. If you can borrow the larger piece that’s hanging in the showroom, like in the fabric showroom, bring that so they can touch and feel it.

00;06;47;12 – 00;07;05;21
Rebecca Hay
And then if none of that is possible, the other option that I would give you, which is the hybrid approach that I have used because I don’t have a sample piece of furniture my studio thought about doing it never ended up doing it. If I was doing a volume of decorating projects, however, I would invest in that. I think it would be well worth it.

00;07;05;25 – 00;07;23;12
Rebecca Hay
Some of my students have done that and they found it very helpful to help. I’m not convinced that sounds like you’re trying to make them do something, but to really showcase the value to your clients, to just sort of convince them, yeah, like here, this is what you’re getting. This is the detail. This is a top stitch. This is what a well, it looks like the piping.

00;07;23;15 – 00;07;45;21
Rebecca Hay
Right. Like you could add in all kinds of elements so they could really understand what they’re getting. So the hybrid approach would be I present my designs I have photos of everything. I have fabric for them to touch and feel. If that particular client is very picky, and it’s really important to them how deep they want to feel, how deep the cushion is on the sofa.

00;07;45;21 – 00;08;05;20
Rebecca Hay
They want to feel it. They want to like know what it’s going to be like. I will arrange for one day. Honestly, you could do this differently based on the volume and size of your projects, right? But I would say one day and it’s like kind of in the contract that we will arrange for one day of sit tests if required and if designer feels appropriate and necessary.

00;08;05;20 – 00;08;27;07
Rebecca Hay
So you want to give yourself the judgment call there. And what I would do is I coordinate a day after they have signed off. This is important. This is my process. Take it for a good with a grain of salt. If you haven’t taken power of process, you might be like, what are you talking about? That’s where I teach you exactly the seven steps that I do, and how you can run a design project from start to finish really successfully.

00;08;27;07 – 00;08;48;06
Rebecca Hay
So you probably want to check out my course power of process. But if you guys already know, many of you already know what I’m talking about before they move into the third phase with me. And before we move on to placing any orders to further work together. Implementation, project management, whatever you want to call it, I say I will do this test with them once they’ve paid us.

00;08;48;06 – 00;09;07;05
Rebecca Hay
So they’re committing to the items like they’re like it all in theory, but they just need to confirm some final details like, yes, I want the whatever, the foam cushion. Yes, I want the down field back or what have you. They give us the deposit and then as part of kicking off the orders, we will go and do the sit test.

00;09;07;07 – 00;09;28;14
Rebecca Hay
I don’t want to go unless I’m getting paid. Now, if you bill hourly, that might look different for you. You could take them and just charge for your time. And I would arrange a visit on one day to multiple places if needed or just one. We use a custom house when we have clients like this that we know are going to be a little bit picky, and they want to sit in things we choose from our fabricators, the one that is the best showroom, and they have a trade only showroom.

00;09;28;14 – 00;09;47;01
Rebecca Hay
So I will bring my clients. I’ll meet them there. We’ll walk through. Honestly, sometimes these days are the best because the clients in the showroom, they’re like, oh no, I really like that. And we’re like, oh great, we can do that. It is an upgrade, right? But sometimes when they see and feel and sit in it and touch it, they’re like, oh no, no, I want I see the value.

00;09;47;04 – 00;10;12;02
Rebecca Hay
So sometimes that’s really nice because you make a little bit more money, but they come, they set the test. We’re all happy. We’re good with that so that we can move forward. I do stay away from retail sources like in Ethan Allen, but if you don’t have a good roster of wholesale trades or a place to take them like a showroom, then you could work with something like a Crate and Barrel or an Ethan Allen.

00;10;12;05 – 00;10;28;24
Rebecca Hay
Just make sure that you can still control the parameters, because it can be a slippery slope taking them to retail stores. And if you do end up going, make sure you go ahead of time. You have a rep who knows that you are the one in charge. You’re the one who’s going to be purchasing. You’re the one making the final decisions.

00;10;28;24 – 00;10;46;19
Rebecca Hay
Even though I know the client thinks they are right. And make sure you get there early. You meet the rep first. You go through what you’re going to show them. So when the client comes, you’re like, okay, so here are the things we can choose between this and this. Fantastic. But I don’t think you then need to let the clients shop.

00;10;46;21 – 00;11;06;17
Rebecca Hay
I hope that’s helpful Rebecca. Let me know. So MDM follow up if you have any follow up questions there. This can be tricky. I think when you set parameters and you have boundaries for your clients and you say, sure, I’ll take you to three stores or maybe my my fee includes a visit to two stores just to sit and test things.

00;11;06;19 – 00;11;24;10
Rebecca Hay
But the reality is a lot of retailers, wholesalers, they don’t carry product on their floor unless you’re going to take your client to High Point Market. Are you going to go to the Cooper Classics showroom, or are you going to go to a different showroom and you’re going to like walk them through which, by the way, I do not recommend.

00;11;24;10 – 00;11;47;25
Rebecca Hay
They’ll be so overwhelmed. It’s overwhelming even for a designer. Then, like, they need to know that it’s not what it used to be ten, 15 years ago, like ten, 15 years ago. You could go and buy product on a showroom floor and take it home the same day. It’s very, very rare to do that nowadays, depending on where you live and depending on access to like, I don’t know, liquidation centers and things like that.

00;11;47;27 – 00;12;09;08
Rebecca Hay
So that is how I sell upholstery when they want to sit on it. First I have all of the samples that I can, and if they really want to sit on it, I arrange a one day sit test day after they’ve signed on with us, and then I do the updating of the purchase order behind the scenes with my reps so that the client is happy moving forward.

00;12;09;14 – 00;12;34;23
Rebecca Hay
Okay, I hope that question was helpful to you, Rebecca, and anyone else listening? Okay. The second question that I got was about indecisive clients. How many of us can relate to this? This is an anonymous question. I’m working with a couple right now who just cannot make a freaking decision. We’ve been stuck on the living room layout for weeks because they keep needing more time to think about it.

00;12;34;26 – 00;13;00;28
Rebecca Hay
I’ve tried sending friendly reminders, but it’s holding up the entire project. How do you keep a project moving without sounding pushy or risking the relationship? Okay, whoever it was, I sent this in, listen closely. This tells me, and I’m saying this with so much love. So please take this with a grain of salt. But what this tells me is you have not set the stage from the beginning that you’re in charge.

00;13;01;01 – 00;13;18;09
Rebecca Hay
You need to take control of the situation. When somebody is indecisive. I’m going to use an example real estate. When my husband and I were looking and this is a top of mine example, because I love real estate, first of all, and I would love to buy a farmhouse, a cottage like, you know, something out of the city.

00;13;18;13 – 00;13;37;05
Rebecca Hay
So I’m always looking. And I was just at a place yesterday looking at it, and I’m in this indecisive mode, and I had to remind myself of this. So this is my example to you. If you are house hunting and you can’t decide or nothing’s really quite right or so, nothing is quite perfect, and you’re humming in your head and you’re going back and forth, and then you’re asking for someone else’s opinion, which could be happening with these clients.

00;13;37;05 – 00;13;58;24
Rebecca Hay
Right? Well, we like this layout, but and it’s like a constant pros and cons list. How many of you can relate to this? We do this in life. Like making a decision can be very challenging. When we put it on paper, it can’t be on paper. It has to be a feeling. But you have to know that somebody who’s more knowledgeable, more experienced than you has your back and has your best interests at heart.

00;13;58;26 – 00;14;22;18
Rebecca Hay
That’s your role as the designer, and in my opinion, that is the real estate agent’s role as well. And so when my husband and I were looking for a house we’ve been looking for a year, I don’t know, it’s not like forever. We’re living in a condo needed to move to our wanted to move to a house, and we were looking in literally every neighborhood in Toronto, like east and far west and central, Uptown, Midtown, like all over.

00;14;22;18 – 00;14;36;23
Rebecca Hay
And I was like, well, I really like this house. And then we saw a house in a neighborhood that I liked because it was close to family, was familiar, and I was like, oh my gosh, so great. But my husband was like, no, it needs too much work. I remember feeling deflated because I just all I do is see potential in you.

00;14;36;23 – 00;14;49;24
Rebecca Hay
If you’re a designer listening, you know what I’m talking about. So fine. We didn’t get that. It’s like, oh, look at the house next door. They have such a cute shed. Wouldn’t it be neat to live here, though? We have such great neighbors. And then boom, within a couple days that house went on the market and we went to see it.

00;14;49;24 – 00;15;04;19
Rebecca Hay
And I was like, oh my gosh, it’s more done than I’d like. But it’s done really nicely. I have been owned by an interior designer and I could seal it down the road. I would want to change the kitchen and do certain things which I now have done. And we were like calming and hawing and we couldn’t decide, like so brutal.

00;15;04;23 – 00;15;24;08
Rebecca Hay
So what did our real estate agent do? He knew this was the house for us, based on everything he had seen and all of the conversations. Well, doesn’t he go ahead and put in a bullet offer? A bullet offers when you go in and you offer before an offer deadline that’s only really in a hot market that that exists at Toronto’s been hot for a really long time.

00;15;24;08 – 00;15;41;19
Rebecca Hay
That’s popular thing to do here. He calls us. He’s like, I put in an offer for you. And we were like, what? We had just finished seeing the house we were walking on, like Saint Clair West. So we went to a restaurant and we kind of looked at each other. And truthfully, I can tell you, we felt a sense of relief.

00;15;41;21 – 00;16;02;24
Rebecca Hay
Obviously, we could have said, no, pull it back or whatever. Like, you know, at that point it wasn’t like he signed it off to us, but he did what we needed in the moment because there were too many variables. We couldn’t decide and we weren’t moving forward with our lives. The same goes for you as the designer in charge.

00;16;02;26 – 00;16;39;05
Rebecca Hay
When you are presenting a floor plan to a client, this is the specific example, but this applies to any design idea. When you are showing a client a floor plan, let’s say for a living room like this question asks, you need to explain. Here’s why I think it’s the best layout. And I can say we started having more success with client yeses in our firm when we started saying we’re going to lead with our best foot forward, and we’re only giving one option, we’ll have a couple backup ideas in mind just in case, but we’re really going to spend a lot of time coming up with what we think is the best option for your

00;16;39;05 – 00;17;02;17
Rebecca Hay
space, and then we’ll show you why. So we say boom, the best option for your living room is a sectional. Here’s why. Based on what you told us about family movie night, wanting to curl up and read a book, blah blah blah, and because of the walls and the way they’re positioned and the window and the flow and, and and this is why we think this is the best layout here are the fabrics we’re suggesting here.

00;17;02;18 – 00;17;21;06
Rebecca Hay
Blah blah blah blah blah. If you’re at that point of the presentation, they might say, oh, you know, I’m just not sold on sectional. Duh, I don’t know. We’re going to think about it. Okay, great. Before you let them leave to go think about something, talk it out with your client. Okay. What is it about a sectional that you don’t want?

00;17;21;06 – 00;17;40;09
Rebecca Hay
Because when we initially spoke, you really liked the idea. So what has changed? This? Okay, well, you know, someone made a good point that when you have friends over, like, people don’t want to be squished together. Everybody likes to have their own place to sit. And that’s where I would say, okay, based on what you’ve told me about your lifestyle, you’re going to spend more time in this home without entertaining, without other guests.

00;17;40;09 – 00;17;59;12
Rebecca Hay
So my recommendation is you lean toward the the way you’re going to use the space the most. And then in addition, why don’t we instead of having those really big comfy armchairs, why don’t we do something that’s a little firmer and easier to sit in so that when you do entertain, you can pull them forward, like work with your client.

00;17;59;15 – 00;18;28;22
Rebecca Hay
And then of course, if they’re like we said, we didn’t want a sectional. You weren’t listening. Oh, shoot. Yeah. You’re right. Have a backup. But it is your job to guide them and let them know. Now, I also think it’s important to set boundaries again with when you need to hear back. So when we do our concept and budget review, what we do is we tell clients verbally and in an email following the the call that we want to hear back from them within a week, and we set the date, we do the same thing at a presentation.

00;18;28;22 – 00;18;52;09
Rebecca Hay
We’ll do presentation when they’re here in the studio. We will say to them, we’ve got seven days to hear back from you on any revisions so that we don’t delay the project or incur additional time or hours or money or whatever you want to call it. And so let’s just look at our calendar. So today’s Wednesday. So is it reasonable to say, you know, you’ll email us by next Wednesday night or next Thursday morning.

00;18;52;12 – 00;19;11;08
Rebecca Hay
And then they’ll say, yeah I know that’s reasonable. Or they might say, actually, you know, I want to say yes, but we’re actually going away for the long weekend and we’re probably not going to want to talk about it. Do you think we got a few extra days? Absolutely. No problem. What what day works for you? And then you agreed together on a date?

00;19;11;08 – 00;19;39;04
Rebecca Hay
Not necessarily a time, but you could say a day when you are going to hear back from them on a decision that is really important, getting the client to commit to when they are delivering for you. It’s a mutual admiration society, right? Mutual respect. We’re helping each other get to the same end result. And if people keep go like not getting back to you and they’re like, oh, we can’t just we can’t decide at some point you have to call it and say, listen, I can appreciate maybe this is not a good time for you.

00;19;39;06 – 00;19;59;13
Rebecca Hay
Let’s wrap up A, B and C, and then when you’re ready, we can pick back up because nobody wants to be the the like. What is it. The broken record, the nager. You know, it’s like I hate nagging. My husband is like, can you please take that upstairs? I’ve asked you three times, why haven’t you taken it upstairs like I at some point I’m like, I’m just going to not talk about it or I’m going to take it upstairs myself.

00;19;59;14 – 00;20;17;24
Rebecca Hay
So anyhow, I digress. I hope those tactics and ideas are helpful for you. Thank you so so much. Okay, I’m going to answer this. One last question is I think it’s a good one and I think it’s going to help you guys. This is also anonymous. This is the question I took on what I thought was a simple decorating project.

00;20;17;29 – 00;20;40;03
Rebecca Hay
But the client keeps adding things. Now it’s creeping into full service territory, but we never priced or scoped it for that. How do you rein it back in without making it awkward? Okay, I love this question because I actually think you’re asking the wrong question. I think, why do you want to rein it back in? It sounds like they’re adding to the scope, which means you could make more money now.

00;20;40;03 – 00;20;53;28
Rebecca Hay
I say that now. However, in the early years I felt the same way as you. It caused me anxiety. I didn’t want to talk about money. I would just do a little bit of extra for free and hope they didn’t ask me for more. But then I would become resentful because they kept adding things and asking for things.

00;20;53;28 – 00;21;19;21
Rebecca Hay
I was like, oh, just do one more site visit or oh sure, I can just we’ll just change that or yeah, you know what? It’s just like, it’s just the whole way. We’ll pick a couple lights. Familiar. So this is an opportunity for you to make money and have a bigger project. But it’s only going to work for you if you set up your contract in such a way to capture what happens when the scope changes, or when somebody wants to add something to the scope.

00;21;19;23 – 00;21;41;10
Rebecca Hay
And so this is where you need to say to your client, oh my goodness, I would absolutely love to help you with these things. This is a bit outside of the scope of work that we agreed to. So and then you can come up with whatever your solution is. One solution I recommend that I think a lot of designers find successful is to have an out of scope agreement, and it has to be your contract that this is what happens.

00;21;41;18 – 00;21;55;27
Rebecca Hay
But that’s when you could say, I would love to help you with the hallway in these few audience odds. Absolutely. It’s going to make this project so much more robust and beautiful. And I can’t wait and like you, right? Like while I’m here, I may as well help you with this. Like, I’m already in that headspace. You know, the team is already here.

00;21;55;27 – 00;22;16;13
Rebecca Hay
Whatever you say, what I’m going to do is I’m going to send over our out of scope agreement. So just we can sign off on the additional items you’re asking us to like, source or do or whatever the ask is, and then we’ll get started. What I recommend is you charge for anything that’s out of scope at my firm, we bill hourly for anything that’s out of scope.

00;22;16;15 – 00;22;33;12
Rebecca Hay
We simply say we’re going to send an out of scope agreement. We have like a template that we use. And then on that template there’s a page where we list literally the request by the client, because we never want to be in a position where they’re like, I didn’t ask you to do that. I’m not paying for your time to do that.

00;22;33;14 – 00;22;55;12
Rebecca Hay
So I think it’s important to have the scope outlined. They can add to a two. And so let’s say they ask you, can you just do have some additional decor items for the hallway. Great. Let’s send that out of scope agreement okay. It lists our hourly rate. These are the items you’ve asked us to do, whether it’s design a floor plan, whether it’s coordinate somebody, whether it’s source something new, whatever it is, they have to sign it.

00;22;55;14 – 00;23;15;02
Rebecca Hay
And it says like the client is agreeing to designer whatever. Tackling this at the hourly rate as listed above and billed at whatever your billing schedule is. And then in a few weeks time or a few months when they’re like, oh, can you also do ABC? Absolutely. We’re just going to add that to our out of scope of a scope agreement and just send it to your authorize.

00;23;15;04 – 00;23;32;26
Rebecca Hay
So then we add those items and the client has to initial. This is important. It sounds like extra paperwork. But this is where also first of all the client then says okay, I’m going to be billed for this, but also that eliminates any confusion. And I’m just coming back to the questions. I’m just looking at it just to make sure I’ve answered it properly.

00;23;32;28 – 00;23;56;17
Rebecca Hay
It’s creeping into full-service territory. It could also be worth it to have a conversation with your client. Say, listen, when you hired us, we really thought it was just A, B and C scope, but this is really turning into a more robust scope of work, and it’s really more like a full service. And let’s say we do bill for or we do handle full service projects a little bit differently.

00;23;56;17 – 00;24;15;16
Rebecca Hay
Let’s talk about that. And see maybe we need to convert this to a full service project. It’s so important to have open communication with your client. And I really do believe it starts early. That’s at the very beginning by setting the expectations and the boundaries, so that the more you talk about it early, the more they know this is how you work.

00;24;15;16 – 00;24;32;01
Rebecca Hay
They’re going to push and pull from you less. That has been my experience. Okay, I hope that is helpful. Just ask Rebecca if you guys liked this episode. Let me know if you have a question you want me to answer on air. Just send us an email or send me a DM, and I will be happy to answer it here.

00;24;32;01 – 00;24;43;28
Rebecca Hay
I hope you guys are having a great day. See you soon!