The “which means…” framework highlights specific benefits, in addition to facts and features. It’s a great way to introduce change, convince your team to adopt a habit, or excite your client about possibilities. In this article, I explain how to use it.
If you do things outside of scope, you’re doing them for free. Many of my clients do free work for clients they want to keep, or because they aren’t comfortable raising their project asking price. If you don’t even tell your clients about it, you are doing secretly free work, not strategically free. In this article, I share strategies to help you make the most of it.
Got lots of clients pushing you and your agency’s team to do things you don’t want to do? Use my “Reason-Options-Choose” (R-O-C) framework to say “no” to clients, without burning bridges. It works in most client service, project management, and sales situations at agencies.