Day 7 — How to Explain an Estimate Overrun Without Losing Customer Trust
Never tell the customer:
“The team underestimated the project.”
Instead, establish transparency.
Use this structure:
1. What we originally understood
What assumptions were used?
2. What we discovered
What new information became available?
3. What changed
Which requirements, dependencies or complexities changed?
4. What is the impact?
Additional:
Development
Testing
Infrastructure
Integration
Security
Support
5. What are the options?
For example:
Option A: Full scope — higher investment
Option B: MVP — lower investment
Option C: Phased implementation — controlled investment
AI can help prepare this analysis.
But the BA must own the conversation.
Transparency creates trust.
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