Vous êtes confronté à un client qui cherche plus de travail. Comment gérer efficacement leurs demandes ?

Listen actively to understand the client’s needs and expectations. Assess your team’s current workload to determine capacity for additional work. Set clear boundaries regarding scope, timeline, and resources. Prioritize client requests and propose a plan outlining deliverables and timelines. Offer alternative solutions or phased approaches to meet client needs. Maintain open communication with regular updates to build trust. Follow up after implementation to gather feedback and ensure client satisfaction

Before diving into additional work, clarify what the client truly needs. Have a thorough discussion to understand their expectations and requirements. This helps you gauge if their request fits within the current scope of your agreement or if it requires renegotiation. Showing that you are attentive and dedicated to meeting their specific needs, you ensure that any new demands are managed effectively and realistically. This approach is backed by the psychological principle of active listening, which emphasises the importance of fully understanding a person's perspective to address their needs accurately and build stronger relationships.

When addressing additional work with a client, use straightforward language and avoid jargon to prevent confusion. Clearly outline the scope, deadlines, and costs associated with the new tasks. This approach ensures both you and the client have a shared understanding of expectations, reducing the risk of misunderstandings and dissatisfaction. This aligns with the psychological concept of clear communication, which highlights how reducing ambiguity and ensuring mutual understanding fosters better relationships and more effective outcomes.

When a client seeks more work, it’s crucial to navigate their demands with skillful negotiation. As a leadership coach, I've learned that setting clear boundaries and expectations is essential. Begin by understanding the client's needs and assess how they align with your current workload and resources. Clearly communicate what is feasible and outline the value of your services. Be open to compromise, but ensure that any additional work is compensated fairly. I often advise clients to draft a detailed proposal or contract that specifies the scope of work, timelines, and costs.

Effective expectation management involves ongoing communication with your client. Keep them updated on progress, potential issues, and any changes that may occur. This approach helps maintain trust and minimizes the risk of disappointment from unexpected delays. Aligning with the psychological principle of expectancy theory, which emphasises the importance of managing anticipations to ensure satisfaction, helps in setting realistic goals and outcomes. Underpromising and overdelivering, you create a more positive experience for your client.

Plan for a regular check-in to review the prioritization of in-flight work. You'll gain insight into their evolving needs and alignment on 'next in queue' work. This continual feedback loop is a win win for both parties.