Dealing with a demanding key client who wants more services. Can you maintain the agreed scope effectively?

Il ne faut pas oublier de comprendre et de reformuler tous les services, expliquer le process définir les limites d’activité et s y tenir. Atteindre la lune est une chose mais si on a pas les outils et éléments pour décoller on ira nulle part. La transparence avec un client est la confiance qu il nous accordera. Si le service supplémentaire est accessible il faut le valorisé. Et si il faut fixer les limites raisonnables en terme de coût et de temps. on ne promet pas on factualise le résultat.

Dealing with demanding clients while maintaining agreed scope is key. Start by reviewing the contract thoroughly to understand initial agreements. Communicate clearly, explaining that current services align with agreed terms. Offer alternatives like revisiting the contract for new services. Manage expectations by being transparent about what's feasible within scope. Document all discussions to avoid misunderstandings. Seek win-win solutions by suggesting phased additions or bundled service discounts. Be prepared to politely decline requests clearly outside scope to protect business interests and maintain a positive client relationship.

It can be very frustrating to deal with a demanding client but it´s so important to be empathetic. It´s important to remember that they don´t know as much as you do about the services you´re providing so it´s your job to take care of them and listen to their needs. I love these clients. These are the ones that become the most faithful once you take care of them.

I agree with most of this, however, I find that it can be hard to listen while you’re being active. Make sure you’re sitting still and really focused on your client.

Everything needs to be written down. Often the most important part is setting proper milestones and time estimation. Also, worth mentioning inside the contract that extra time will be evaluated upon the case. It happened to me that the perception of the task like ¨Segamntation¨ may have a much different understanding and depth from the client. Such tasks are better given as an addon after more stable and understandable ones like workflow creation, data cleanup, etc.

While Clearly Communicating with a demanding key client you must ensure to : 1. Review the scope thoroughly. 2. Listen actively to understand their needs. 3. Clarify what's included and what's not. 4. Offer alternatives with clear costs and timelines. 5. Document all discussions meticulously. 6. Formalize any scope changes through a structured process. 7. Update the client regularly on progress within the current scope. 8. Explain how any changes may affect timelines, resources, and costs. 9. Maintain professionalism and transparency throughout.

When working for consultancy I had a tough time with a demanding client who blamed us for everything, even if it was something completely out of our scope. At first, we tried to achieve everything and run the extra mile to fix things that were not even in our scope of work, what was completely exhausting and unproductive. Eventually, we set clear boundaries about our work scope. It was a game-changer, teaching us the importance of standing firm to maintain respect and integrity. It also helped us to improve the quality of our work.

This is a very important aspect because it puts everyone on the same page, and in the end, on the same team. There have been times when you need to re-set this expectations and boundaries as well, but let them know there's a reason why they chose to partner with you in the first place, too. Sometimes, if a customer doesn't respect these boundaries, it can end up hurting you and the company in the long run, so the cost of acquiring them is much more than letting them go; not every loss is a true loss.

In my experience, setting boundaries effectively involves a key steps. First, review the sales team's promises and the contract terms. Next, evaluate if the client fits your Ideal Customer Profile (ICP); if not, consider whether maintaining the relationship is beneficial. If the client is a good fit, consider upselling or cross-selling additional services, clearly communicating the added value and costs. If the client continually demands more and strains the relationship, address the issue directly, as this often stems from misaligned expectations during the sales process. By following these steps, you can effectively set boundaries, maintain the agreed scope, and ensure a healthy, productive relationship with your key clients.

I have been in both situations, at first we had more complex work needed for an external agency to come in. In our case, if the project was dynamic and we were unsure about the operational process to build automation leading to several changes. It is very unlike the situation but make sure to understand their operations first and it will bring additional value to the work. Once again, if you think it is appropriate, mention extra payment for the additional hours. Once there is Asana with all the tasks aligned with the whole team, there are less room for changes.

While offering Alternatives to a Key Client seeking additional services you must: 1. Try to analyze the exact causes of emergence of such needs. 2. Assess feasibility within current resources and constraints. 3. Propose tailored solutions aligned with their goals. 4. Highlight the opportunity costs that will have to be incurred to advance therewith. 5. Explain any limitations or challenges. 6. Discuss costs and timeline implications upfront. 7. Seek mutual agreement and document decisions clearly. 8. Be Clear, Assertive yet effectively Descriptive of each of the offered alternative.

Be service orientated. Clients will always tend to demand more based on my experience. It's a give and take situation, sometimes you can give in when its not that much of an issue, and then make some advise that contracts can be revisited/amended for a much netter scope and of course extra pay.

In view of the current professional scenarios hugely influenced by constant technological advances and challenges, changes are more frequent than you can even expect, so, it is of utmost importance to direct your attention to reviewing the service agreements more often than before, which will help you: Firstly, in avoiding any confusion in the scope of work that you are expected to perform in view of the ever changing circumstances (in your client's mind). Secondly, it will enhance the quality and efficiency of your service delivery, which in turn contributes to an increase in your goodwill in overseeing the assignments/projects in the professional circuit.

In the banking and financial services industry, customers often assume that bankers have complete discretion in approving loans. Consequently, when a loan application is denied due to factors such as a low CIBIL score or inadequate security, customers may perceive this as a deliberate decision by the banker. This misunderstanding can lead to dissatisfaction and harm the institution’s reputation. Therefore, it is essential to communicate these constraints effectively, ensuring that the customer understands the reasons behind the decision. This approach not only preserves the bank’s image but also maintains a positive relationship with the customer.

Taming Scope Creep: Manage Expectations, Deliver Success Scope creep - the project monster that devours timelines & budgets - can be slayed! The key? Expectation management. Start with a clear SOW & open communication. Regularly discuss progress, address concerns, & clarify client requests. Set realistic timelines & educate clients about scope creep. Be a proactive hero: identify potential creep early & push back constructively on out-of-scope requests. Build trust by delivering value within the agreed-upon scope. By managing expectations, you ensure project success & happy clients.

To manage a demanding key client’s expectations, set clear, realistic goals and timelines. Regularly communicate progress and any issues. Be transparent about capabilities and limitations. Offer proactive solutions and alternatives. Maintain a positive, professional attitude and ensure prompt, thorough responses to their concerns.

A successful client relationship is built on mutual respect, clear communication, and a shared commitment to achieving common goals. By embodying these principles, you position yourself as a trusted advisor and create a foundation for a long-lasting and mutually beneficial partnership.

Additionally, you can consider taking regular status updates, tailored to their preferences. Build a strong rapport and understand their priorities. Offer data-driven insights to demonstrate progress and value. Set boundaries to prevent scope creep and ensure deliverables match agreed terms. Continuously gather feedback to adjust and improve your approach.