Faire face à un client exigeant qui veut plus de fonctionnalités. Comment gérer efficacement leurs attentes ?

Aqui novamente estamos falando da Escuta Ativa que, para algumas pessoas é algo muito fácil mas para outras um tema bastante difícil. Diria para as pessoas que tem dificuldade de escutar ativamente que treinem esta habilidade, pois realmente é um ato de respeito com o interlocutor e contribui muito para o diálogo ou negociações, já que o risco de um mal entendido é reduzido quando realmente se está escutando com atenção e compreendendo o que está sendo dito.

1 Understand their needs and goals the first step to managing expectations is to understand what your clients want and why they want it. 2 Define the scope and deliverables The next step is to define the scope and deliverables of the project. 3 Communicate regularly and proactively 4 Negotiate and manage changes 5 Set boundaries and expectations 6 Deliver quality work and value

For us, this is just one of our many projects, but for the client, it is their only project, so they have high expectations and detailed visions for their office space. Their main goal is to achieve the best design and use the best available products within their budget. Therefore, we must listen to them carefully to understand their input and then present the best design that aligns with their ideas and requirements. We need to actively listen and provide suggestions when they share their vision for the project, as this will encourage them to share their thoughts with confidence and enthusiasm. This is very important

Alinhamento de expectativas em uma negociação é essencial, pois é possível dizer que só está bom se estiver bom para todos!!! Se é inviável do ponto de vista técnico, informe o cliente! Se o prazo precisará ser dilatado, informe o cliente! Se o custo irá aumentar, informe o cliente! Com a informação clara e todos satisfeitos não há surpresas.

It is crucial to provide the client with a clear understanding of the project, as this fosters a strong relationship. Conflicts may arise regarding timelines, so it is important to clearly define the accepted scope of work and submission deadlines. Any changes to these must be communicated promptly, and boundaries should be redefined if necessary, with proper approval. This approach helps secure additional payment for extra work and allows us to explain the reasons for the payment details to the client.

Aqui é essencial ter a maleabilidade do cronograma e a clara definição do caminho crítico do projeto, ou seja, elementos que se atrasarem atrasarão o projeto como um todo. Desta forma, novas solicitações podem ser incluídas no escopo do projeto e entrar em atividade na medida das possibilidades e recursos.

Choosing the right mode of communication is crucial for the success of the project. Some prefer communication through email, while others prefer oral discussions. Relying on only one method is like falling off a mountain; we need to use both types of communication depending on the situation. Our skill lies in selecting the appropriate communication mode based on the circumstances. The chosen mode should strengthen the relationship between you and the client. For example, if you need to send an email to document a client's mistakes, you should call them either before or after sending the email to help diffuse the situation and maintain a good rapport.

We need to follow up to confirm the decisions made. Clients often do not provide written approval, so it is essential to document the conversations via email. Clearly state whether the decision is approved, under discussion, or awaiting approval. This way, if there are any changes or deviations later, we can refer to the recorded email communications. This approach helps the client recall decisions easily and prevents conflicts over decisions made months or even a year ago.