Te enfrentas a un cliente que demanda más servicios sin pagar. ¿Cómo manejas esta difícil situación?

Primeiramente deve-se atentar ao contrato, o que cabe e o que não cabe. Em segundo lugar, ter a noção de impacto financeiro que esta nova demanda irá trazer. E, em terceiro lugar, entender de onde vem a necessidade do cliente, pois muitas vezes esta solicitação pode estar sendo originada de um escopo mal desenhado ou de uma falha na execução do projeto. Se for justa a solicitação, vale a pena atender, mas se for algo realmente fora do escopo original, deve ser cobrado. O trabalho de uma consultoria tem que ser valorizado, pois seu conhecimento, seu tempo e sua experiência são seu produto.

Additionally, document these conversations thoroughly, including any new requirements or changes in scope. This ensures both parties have a clear record of what was discussed and agreed upon. Having a written record can prevent future misunderstandings and serves as a reference point if any disputes arise. By formalizing these needs and expectations, you can better manage the project's direction and maintain alignment with your client's goals.

Provide a detailed proposal for the additional services, including a clear cost estimate and timeline and Offer flexible options, such as a discounted rate for bundled services or phased implementation.

Listen to the client’s concerns and reasons for their request and Aim to find a mutually beneficial solution that addresses their needs while ensuring fair compensation for your services.

Setting boundaries is crucial for maintaining a mutually respectful relationship with clients. Clearly defining the scope of services prevents misunderstandings and ensures both parties are aligned on expectations. It also reinforces the value of your expertise and time, promoting fair compensation for additional work beyond the agreed terms. This proactive approach not only strengthens client relationships but also protects your business from potential scope creep.

They most likely haven’t paid for one of three reasons, first; they are having financial difficulties, second; they are not happy with the past services rendered/products, or third; deeper internal problems. It would help to figure out which one they fall into. Clearly state your policy on additional services. Explain that while you are happy to help, extra services will incur additional charges. Ensure that your boundaries are communicated respectfully but assertively. Be careful not to let them get too far behind on payment if allowing for more services or products.

In addition to offering phased project approaches, consider proposing milestone-based payments tied to deliverables. This strategy aligns payments with project progress, ensuring both parties have clear expectations and accountability throughout the engagement. It fosters transparency and trust while maintaining financial stability for your business.