"My first step would be to reach out to my colleague, get their account of the events and assure them I will be handling the matter moving forward. As the project manager, I think it's important that my internal team runs information by me first, before addressing the client directly. Next, I would get back to the client right away to let them know that I'm validating their request and reviewing the project scope before I speak with them to resolve the matter. When I speak with them, I will not assume that the client knowingly went beyond the scope. Instead, I'll explain clearly what is within the scope and why my colleague reacted the way they did. I will apologize if they were offended by their exchange with my colleague. Then, depending on the contract, I can give the client some options on how to move forward. For example, we may be able to give them what they want for as long as they pay for the extra billable hours."
