1️⃣ “Oh, let’s just make a small change. It won’t take long.”
If that phrase didn’t immediately alarm you — trouble is coming.
“Small edits” often turn into scope creep.
Clarify what exactly the change means, estimate its impact on timing and cost, and explain it to the client.
Setting clear boundaries upfront saves you from painful surprises later.
2️⃣ “We talked about this on the phone last week.”
The deadliest sentence for a PM.
Verbal agreements don’t count until they’re written down.
After every call or meeting, send a follow-up email with a short recap of:
- what was discussed,
- what was decided,
- what happens next.
Follow-ups have saved more PM careers than any time-tracking app.
3️⃣ “Oh, that’s not what we meant / we thought it would be different.”
The horror story of every project.
Never assume mutual understanding — clarify and confirm everything.
Ask:
“Just to confirm, do I understand you correctly that…?”
Repeat the request in your own words.
That simple habit can save you from endless rounds of “this isn’t what we asked for.”
4️⃣ “I want it that way — so do it that way.”
Clients aren’t always right — especially when they lack product or UX expertise.
Don’t be afraid to say no, but say it diplomatically:
“That’s possible, but here’s why it might not be the best solution. Let me suggest an alternative.”
Sometimes a timely “no” saves the entire project.
5️⃣ “Just give me a rough estimate — how long will it take / how much will it cost?”
The most dangerous phrase ever.
Even if you think you know, don’t rush.
Consult your team first.
An offhand number now will come back to bite you later.
“I’ll need to check with the developers before confirming — can I get back to you later today?”
6️⃣ “You must do this.”
Project managers coordinate, not obey.
Don’t let emotional pressure dictate priorities.
Refer back to the agreed scope:
“That’s outside the current agreement. We can add it as a change request or re-prioritize tasks.”
Assertiveness commands respect.
7️⃣ “Don’t raise your voice at me.”
If you hear that — the situation has already escalated.
Stay calm, breathe, and reset the tone.
Often, clients provoke tension unconsciously.
“Let’s focus on the issue — I’m sure we can find a solution together.”
Professional calmness disarms even the most emotional customer.