This week’s topic isn’t about marketing, but after 18 years in corporate managing people and being managed, plus 13 years helping clients with The Repositioning Expert, I tackle all sorts of business issues. A business owner I met in New York last week is terrified to push back on a client demanding extensive travel. She said yes to avoid losing this precious account, but now she’s burning out and needs advice on setting boundaries without losing the client. If you’re in this situation – drowning in scope creep while too scared to speak up – here’s your roadmap.

Calculate the Real Cost of Silence

First, stack up what happens if nothing changes. If you stay silent and burn out, what are the actual costs? There’s no time for business development or even self-care. List both monetary costs and opportunity costs – what you’re losing by staying trapped in this situation. Then compare this to the actual revenue from that client. Often, when you do the math, you’ll discover the relationship isn’t as financially critical as your fear tells you it is. This calculation gives you the courage and data to have the conversation.

Approach With Solutions, Not Problems

When you have the conversation, never lead with “I can’t do this anymore – it’s too much.” Instead, frame it around maintaining quality: “I want to continue serving you at the high-quality standards I’ve been delivering. For those standards to remain, here’s what we need to change.” Come with a specific plan – what percentage can be reduced, what can be outsourced, what can shift to internal teams (yours or theirs), what can happen via Zoom instead of on-site. Productive, positive solutions show you’re still invested in their success.

Show Understanding and Frame Benefits

To take the sting out of the situation, demonstrate that you understand why they need hands-on supervision or on-site presence – acknowledge the reason behind the scope creep. Then explain how your new approach will still solve their problem, because that’s the only reason they pay you. Give them adjustment time, just like when increasing prices: “Starting next month, we’re changing XYZ. Let’s talk about making this transition as smooth as possible.” Open it to collaborative problem-solving. Frame the changes as protecting quality output – it’s good for them, not just you.

The Worst-Case Scenario Isn’t So Bad

If they leave over what’s truly a healthy, reasonable boundary, now you know that they were milking your company for maximum output at minimum input. It’s better to know that now. But honestly? You’re probably not leaving and nothing dramatic will change – this is simply a conversation. Before having it though, remember to double up on your sales outreach and visibility as much as possible. Get other people in your company involved or sleep less for a few weeks, but fill your pipeline. Booking sales meetings with new prospects gives you confidence and reassurance that other prospects exist.

Your Brain Will Try to Stop You

Here’s the reality: stress hormones will flood your system, making it hard to think strategically about outreach. You’ll feel like you’re barely surviving. But it’s never as bad as you think it will be. Without the conversation, you don’t know if you’re truly seen as a partner or if they’ll accommodate you. No company wants to burn out a supplier they value. If they think enough of you to have you visiting sites this frequently, there’s a reason – they value your work. Have the open conversation and don’t be scared to push back on scope creep burnout. Your business and your health depend on it.

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