Estás tratando con un cliente que sigue pidiendo servicios adicionales. ¿Cómo se pueden establecer límites de manera efectiva?

Setting boundaries with a client keeps asking for extra services Be Clear and Direct: you could say, “I’m happy to help with the services we’ve outlined in our agreement. Any additional requests may require a separate discussion or contract.” Offer Alternatives: If the client’s request is reasonable but outside the scope, suggest alternatives. For instance, “I can’t accommodate this request within our current agreement, but I can schedule a separate session or project to handle it.” Use Positive Language: Frame your boundaries in a way shows you’re still committed to helping, but within limits. Discuss Compensation: “I’m happy to assist with this additional request. Let’s discuss the time it will take and any associated costs.”

Client dealing is an art where you have to understand the needs of the client first and accordingly, you have to provide your services. TCS (Time, Cost, Scope) Triangle will help here where you can ask your client to fix any two areas & the third area will be variable. In this case, if the client is increasing the scope, either time or cost will increase.

When one deals with such Clients ,one must be very thorough with the documentation,which should be duly signed with all the details regarding post Project servicing and period of the services to be rendered. The tone at the time of the finalisation of the Project should be such that it sets pathway. Strict yet polite, accomodating yet extremely professional. The Client always tends to stretch, well a limit must be set. I would suggest Set Numbers of Visits within a time frame. Beyond that set a Charge per visit. Once the financials are set,the Client will know.

To set boundaries effectively with a client who keeps asking for extra services: Clearly define scope: Revisit and clarify the original agreement, outlining what's included and what's considered extra. Communicate assertively: Explain politely but firmly how additional requests impact time, resources, and costs. Offer options: Present alternatives such as adjusting the current contract, creating a new proposal for extra work, or prioritizing tasks within the existing scope. Document everything: Keep a record of all requests and your responses to maintain clarity and avoid misunderstandings. Be consistent: Apply your boundary-setting approach uniformly to establish clear expectations.

Start the conversation with delight, stating:- Thank you so much for the opportunity to provide additional services! We’re delighted to explore this further. However, since this request isn’t covered under our current contract, I’ll need to seek approval from our cost center. I’ll get back to you as soon as I have an update.

In my experience, clients who ask for additional services value our services. This should give basis to being and assertive in our conversations with the client. Also, with regular reviews of our in-scope services and the value we add to the partnership, we can orient the client to acknowledge and respect our worth. Clearly articulated in-scope and out-of-scope transactions, in the contracts, and agreed resource allocations, also empower us to set boundaries by bringing them into negotiation dialogs. Finally, if you see a pattern of the client insisting on free services, you may have to evaluate the contract performance and take a call on continuing the partnership - in a final gesture of assertiveness.

Many a times clients ask for more without knowing the impact that it has on your business, simply because they may not understand the metrics of your business. In most cases, the clients have to be given a clear understanding of your operating environment, the challenges you face & the different type of pressure on your business. You may also have to make them understand on probable dilution or lowering in product or service quality if the demands keep increasing. With this knowledge most of the reasonalble clients make amends & recalibrate their demands. Good clients understand that it is a partnership with you & not profiting off you. Best when both servide provider and clients grow hand in hand!