Vous êtes confronté à un client à la recherche de services supplémentaires. Comment naviguez-vous au-delà du périmètre convenu ?

Quando um cliente busca serviços extras além do escopo acordado, é essencial agir com clareza e estratégia. Aqui estão algumas dicas para navegar nessa situação: Comunique-se Abertamente: Explique que o escopo atual não cobre os serviços extras, mas demonstre interesse em atender às necessidades do cliente. Negocie com Base em Valor: Avalie o impacto e o tempo necessário para os serviços extras. Proponha um novo custo justo e alinhe as expectativas. Reforce o Valor Agregado: Mostre como os serviços extras beneficiarão o cliente. Destaque o valor que você está proporcionando.

"Been there!! Client scope creep is a common challenge. Here's my approach: - First, understand the client's need. Is it a crucial addition or a nice-to-have? Open communication is key. - Clearly explain the impact on timelines and costs. If it's essential, explore options like a formal change order or revised timeline. - If it's a bonus feature, suggest revisiting it in the next project phase. This keeps the project on track while showing flexibility and building trust with the client."

Navigating requests for extra services beyond the agreed scope requires tact, clear communication, and a focus on maintaining a positive client relationship while ensuring business integrity. Here are some steps to handle such situations: 1.Understand the Request Fully 2.Refer to the Original Agreement 3.Evaluate the Request 4.Communicate Clearly and Professionally 5.Offer a Solution 6.Negotiate 7.Formalize the Agreement 8.Maintain a Positive Relationship 9.Reflect and Improve By following these steps, you can navigate requests for extra services effectively while maintaining a positive relationship with your client and ensuring the integrity of your business operations.

agree, we should dedicate some time to carefully examining the details and parameters outlined in the scope of work. Starting from the same factual foundation will help limit potential conflicts and misunderstandings down the line.

Below mentioned points helps in setting a boundary if the requests of client falls outside the agreed scope : 1 Know your limits. Before you can set boundaries with customers, you need to know your own limits. 2 Be clear and consistent. 3 Be respectful and empathetic. 4 Be flexible and adaptable. 5 Seek feedback and support.

You have to make sure your client has an understanding of both sides of the relationship in order for it to maintain balance and stability over time. There are times when the "ask" is nominal and can be accommodated and others when there is no alternative but to increase price to cover the new task. You can bend, but you can't break as that is bad for both sides.

Managing situations where a client seeks extra services beyond the agreed scope depends on various factors, such as the strength of your relationship and your performance thus far. For me, the key is to have a clear SOW with well-defined boundaries. However, it's also important to remain flexible and use your discretion to assist your client in their time of need. If you offer a concession, I'd recommend creating a SOW that the client must sign off on. This not only ensures that they acknowledge the additional work but also protects you from further changes or scope creep. This can also come in handy when you come to negotiate future contracts to help demonstrate the 'value-add' you've provided to the client.

Meeting the customer's true requirements is crucial, even if they weren't explicitly outlined in the contract. It's important that we're upfront and transparent with the customer about this, as it will help us efficiently reach a mutually satisfactory solution. Being honest and addressing the actual needs, rather than just sticking to the letter of the agreement, is beneficial for both the customer and for us.

One effective way I increase customer loyalty and engagement is by prioritizing problem-solving over finding fault when customers are facing issues. Rather than focusing on who is right or wrong, my first priority is to work diligently to resolve the customer's problem. This includes doing my best to provide a great overall experience in areas like pricing, delivery, payment terms, and any other aspects that are important to the customer. The key is addressing the customer's needs proactively and putting their satisfaction first, rather than getting caught up in determining blame. This customer-centric approach helps build trust and strengthen the relationship over the long-term.