The project update, in three states
A project update email tells the client where things stand. Open with the status in one word, so a busy reader knows within a second whether they need to act. Pick a state to see how the same email adapts.
Scope changes: offer options, priced side by side
Scope is the agreed list of work a project includes. When a client asks for more, a scope change email keeps the relationship intact by giving them a choice. Three options in a table let the client decide in one reading.
| Option | What it means | Launch date | Cost |
|---|---|---|---|
| A. Add it now | Build the portal as part of this project. | 29 July (+2 weeks) | + £6,400 |
| B. Phase two | Launch on time, then build the portal as a separate project. | 15 July, portal by Sept | £6,400, billed in Aug |
| C. Swap it in | Replace the blog section with the portal. | 15 July | No change |
Delivering bad news: the order matters
Empathy in a bad-news email comes from order and clarity. The client learns the news early, understands the cause, sees the impact on them, and leaves with a plan. Follow the five steps in sequence.
- 01 Context “I’m writing with an update on the July launch.” One line so the reader knows what the email is about.
- 02 The news “The launch will move from 15 to 29 July.” Plainly, in the second sentence, without a long lead-in.
- 03 The reason “Our testing found a payment error we need to fix before going live.” Short and factual; a reason, not an excuse.
- 04 The impact on them “Your summer campaign can still run; only the first week moves online.” Answers “what does this mean for me?”
- 05 The plan “I’ll send you a revised schedule tomorrow and call you on Thursday.” A next step with a date restores confidence.
Setting expectations at the start
Most difficult client emails later in a project come from something left unclear at the start. A kickoff email agrees these points in writing. The full version is in how to write a project kickoff email.
- What is in scope, and one example of what is not
- Who decides on each side, by name
- How often you will send updates, and in what form
- How changes will be requested and priced
- Key dates and what each depends on
Closing a project well
The last email of a project is the one clients remember. Thank them, summarise what was delivered, hand over anything they need, and say what happens next.
Declining a client: a phrasebook
Saying no well keeps the door open for future work. Choose the reason that fits, use its phrase, and close with a referral or a warm sign-off.
- No capacity
- “We’re fully committed until October, and I wouldn’t want to take this on without giving it the attention it deserves.”
- Outside your expertise
- “This sits outside our specialism, and you’ll get a better result from a team that focuses on it.”
- Budget mismatch
- “At this budget we couldn’t deliver the quality you’re looking for. If the scope changes, I’d be glad to talk again.”
- Timeline too short
- “We couldn’t meet the 1 June deadline to our usual standard, so I’d rather be honest now.”
- Making a referral
- “I’d recommend Harper Studio; they do excellent work in this area, and I’m happy to introduce you.”
- Warm close
- “Thank you for thinking of us. I hope we can work together on a future project.”
Guides on client communication
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