Você se depara com um cliente exigindo serviços extras. Como você lida com suas solicitações de forma eficaz?

When a client requests services beyond the agreed scope, start by listening attentively. Understanding their needs and reasons behind their requests is crucial. This not only shows respect for their concerns but also helps you determine the legitimacy of their demands. Sometimes, what initially seems unreasonable could stem from a genuine problem they are facing. By actively listening, you gather the necessary information to respond appropriately and ensure that the client's concerns are addressed effectively.

If the client asks for extra services than we have agreed on I'll go for it, especially if I have just started. Customer satisfaction should be the priority. I believe one satisfied customer brings 10 customers so it's okay to bear some loss to earn 10X of it.

Cuando un cliente pide servicios adicionales lo primero es escucharlo para entender esa nueva necesidad y ver si la puedes abordar, luego yo siempre pienso que tu trabajo y tu eficiencia habla por ti. Si siempre le entregas un trabajo de altura y tiendes a ir un poco más allá de las expectativas del cliente sin ningún tipo de problema en cualquier trabajo adicional vas a poder establecer una buena negociación para que para ambos sea productivo.

After understanding your client's needs, carefully evaluate their requests in light of your service capabilities and business objectives. Determine if their demands fall within your current scope or present an opportunity to expand your offerings. Weigh the potential benefits, such as increased client satisfaction and potential future business, against the drawbacks, including resource allocation and setting a precedent for similar requests. This evaluation should align with your company’s policies and the specific terms of your agreement with the client, ensuring a balanced and strategic decision.

Yes, it's important to consider whether we can fulfill their needs for extra services. If it's in the scope of our offerings we can fulfill the request or else we won't commit the things we can't fulfill. It's going to harm our reputation.

After evaluating the client's request, communicate your decision with clarity and confidence. If you can accommodate their needs, outline any additional costs or changes to the timeline involved. If fulfilling their request isn't feasible, provide a clear and respectful explanation, and, if possible, suggest alternative solutions. Effective communication ensures that clients understand your position and feel heard, even if their request cannot be fully met. This transparency helps maintain trust and fosters a positive ongoing relationship.

Be able to communicate with client as well as your team because both are important. If I promise the client and my team cannot deliver it, it's going to be a loss and can demotivate the team.

If there is room for negotiation, strive for a fair and balanced outcome that satisfies both parties. Aim for a win-win situation where the client feels valued and your business interests are protected. Suggest compromises or adjustments that align with your capabilities while still offering value to the client. Effective negotiation involves give and take, so understand your limits but remain open to creative solutions that address the client's needs without compromising your business integrity. This approach ensures a mutually beneficial agreement and strengthens the client relationship.

When addressing additional client requests, clarity is key. Clearly define what falls within the scope of your services and what does not. Setting these boundaries upfront helps manage expectations and prevents scope creep, which can strain resources and compromise service quality. It's crucial to communicate these limitations respectfully, ensuring the client understands the parameters of what can realistically be provided. This approach fosters a transparent and productive relationship, where both parties are aligned on what is feasible and beneficial.

Clear goals are important. Don't promise what you cannot deliver. If you have agreed to fulfill their extra service request, ask the client to increase the delivery timeline.

Lidar eficazmente com clientes que solicitam serviços extras requer um equilíbrio entre atender às necessidades do cliente e proteger os interesses da sua empresa. Aqui estão algumas estratégias: 1. Estabeleça Expectativas Claras Desde o Início 2. Avalie a Solicitação 3. Comunicação Transparente 4. Elaboração de Propostas de Adição 5. Ofereça Alternativas 6. Negociação e Flexibilidade 7. Valorize a Relação com o Cliente 8. Gestão de Prioridades 9. Treinamento da Equipe 10. Feedback e Aprendizado Aplicando essas estratégias, você pode gerenciar eficazmente as solicitações de serviços extras, mantendo a satisfação do cliente e a integridade do seu negócio.