It's important to approach the conversation with clarity and professionalism. First, I would review the project’s original scope and objectives with the client to ensure mutual understanding. Then, explaining which aspects of their expectations are beyond the current scope and why. Offering a clear breakdown of the additional work, timelines, and costs involved can help them understand the impact of the changes. If the client insists on pursuing the broader upgrade, will should provide an updated proposal with revised terms, ensuring transparency in both pricing and scheduling. By maintaining open communication, It can manage the situation while protecting the project's integrity and client relationships.

Managing client expectations when they exceed the agreed scope requires effective communication, negotiation, and problem-solving. Here's how to manage this effectively: 1. Understand the Client’s Expectations 2. Evaluate the Scope Gap 3. Communicate Clearly and Transparently 4. Offer Feasible Options Option 1: Propose an amended contract to include the additional requirements, along with a revised timeline and budget. Option 2: Suggest a phased approach—prioritize critical upgrades now and defer others to a future phase. Option 3:Explore alternative solutions that meet their needs without significantly increasing scope. 5.Maintain a Collaborative Approach 6. Document and Formalize Changes 7.Set Realistic Boundaries for Future Engagements

Clear communication is key when client expectations exceed the scope. I focus on explaining the current scope, understanding their needs, and finding workable solutions together.

Para lidar com expectativas do cliente além do escopo, comece entendendo as solicitações e validando os objetivos. •Em seguida, revise o escopo inicial, destacando os itens incluídos e explicando como as mudanças impactam custos e prazos. •Proponha alternativas, como tratar as solicitações como itens fora do escopo, formalizando-as em aditivos contratuais. •Sugira atender pedidos não urgentes em fases futuras. •Negocie de forma construtiva, mantendo uma comunicação transparente e evitando confrontos. •Reforce o compromisso com as necessidades do cliente enquanto protege o equilíbrio entre qualidade, prazo e custo do projeto.

An example I have seen before. The client was complaining of his slowness internet connection, the sales team wound engage the client to keep upgrading his network, until when the client was frustrated when the cost was beyond and he couldn't manage. The client ended saying that we should do an upgrade on the aggregation device and node. Which was impossible coz one client would not make chnages on the entire network when other customers are not complaining. Personally, I reached on the premises as a network planner and isolated the his device off our device. Tests from our end, were all okay. With the real expected speed tests, network latency was very okay. The issue was on the customer router which needed upgrade.

I will suggest the team to resolve his issues in the current domain and for upgradation advise cheapest rate manageable hardware's/softwares.

As Thanos said, "perfectly balanced, as all things should be". You have to try to adapt to the client's expectations while adjusting to the budget. Not all companies want to spend a large amount for an infrastructure that they must modify ahead of time, or readjust to the needs of that moment. Therefore you have to be consistent and not ask for more, modify just enough so that it performs its function and is not a future loss if traffic is reduced.

To manage a client’s network upgrade expectations that go beyond scope, start by clearly outlining the original project scope and objectives. Communicate transparently about the limitations in terms of budget, time, or resources. Offer to review their additional requirements and propose a phased approach or separate these into a new project for consideration. Provide cost and timeline estimates for the extra work, emphasizing the value of staying aligned with the agreed scope to meet the initial goals efficiently. Ensure the client feels heard while maintaining realistic and achievable outcomes.