How Do You Handle a Client Who Expects You to Fix Something Outside Your Scope?

[sebastianmichaelbrooke]

I once had a client who expected me to fix an issue with their payment provider, even though it was outside my scope of work. They kept following up because orders were being affected, and I understood their frustration, but I couldn’t directly fix the problem myself. How would you handle a client like this without damaging the working relationship?

 

[DanielMorgan_]

Being upfront about your limitations is important in any working relationship. You can acknowledge their frustration and help point them toward the right person to resolve the issue without taking responsibility for something you can't control.

 

[amelia_marie_smarts]

I’d make sure they know they’re not dealing with the problem alone. Even if I can’t fix it myself, I can still check in with them and help however I can until things get sorted out.

 

[_MadelaineRose]

Being upfront about your limitations is important in any working relationship. You can acknowledge their frustration and help point them toward the right person to resolve the issue without taking responsibility for something you can't control.

Yeah, and being honest early on can save everyone a lot of frustration later. It also helps build trust because people know what to expect instead of being left guessing or getting promises that can't be kept.

 

[LucasCampbell_]

It can be tricky to explain that something is beyond your control without making it seem like you’re just passing the problem back to them. Some clients might assume you won’t help at all once it’s outside your scope, so even pointing them in the right direction or helping them figure out who to contact can go a long way.