Lidando com um cliente que deseja recursos extras além do escopo?
Quando um cliente solicita extras além do escopo acordado, sua abordagem pode proteger as relações e a receita. Experimente estas táticas:
- **Esclareça os objetivos**: Reitere as metas do projeto e como os recursos adicionais podem afetar os cronogramas e os custos.
- **Estabeleça limites**: Recuse educadamente ou sugira a fase dois para recursos extras, enfatizando o sucesso do projeto.
- **Negociar termos**: Se considerar as adições, renegocie os termos para refletir o aumento da carga de trabalho de forma justa.
Quais estratégias você achou eficazes no gerenciamento do aumento do escopo?
Lidando com um cliente que deseja recursos extras além do escopo?
Quando um cliente solicita extras além do escopo acordado, sua abordagem pode proteger as relações e a receita. Experimente estas táticas:
- **Esclareça os objetivos**: Reitere as metas do projeto e como os recursos adicionais podem afetar os cronogramas e os custos.
- **Estabeleça limites**: Recuse educadamente ou sugira a fase dois para recursos extras, enfatizando o sucesso do projeto.
- **Negociar termos**: Se considerar as adições, renegocie os termos para refletir o aumento da carga de trabalho de forma justa.
Quais estratégias você achou eficazes no gerenciamento do aumento do escopo?
-
Having worked in both small and large multi-year IT initiatives, what I have found useful is: 1) Expect this this to happen. Organizations are complex, so allow margin for some adaptation; 2) that said, what you know from the start of the project, write down unambiguously what is in scope and what is *not* in scope as well (I invest a lot in this); 3) clarify with the client early on what is the fixed constraint for them: budget, scope or time; 4) if budget, have the client prioritize requirements as they are better defined throughout the project. Apart from technical dependencies, that is the order of priority for the execution. Do this regularly; 5) if time, either change scope or estimate added cost of additional resources;
-
Having worked with hundreds of accountants I can say that 'scope creep' is one of the biggest limiters of profitability. With any project you need to be really clear with the client at the outset (and in writing) about the specifics of what you are proposing to do for the financial investment you are asking them to make with you. You can also make it clear at that point that anything extra will be charged separately and agreed in advance. Then you have to be confident andgo back to any clients that do ask for more and/or extend their expectations beyond what you had agreed and politely remind them of the terms of business initially agreed. It is vital to do this as early as possible as clients rarely, if ever like a surprise bill.
-
On the contrary just consider - Assigning a Price tag for all extra features the client is asking. If the feature asked extra is beneficial to all existing clients and also if adding the same adds value proposition then you can consider adding without any extra charge to benefit overall and for user experience.
-
When a client requests extra features beyond the agreed scope, addressing it professionally is important. PRO TIP: In your agreement, be clear on what is included and how to handle what is not. Acknowledge their request and explain that these features were not included in the original agreement. Offer to assess the additional work and provide a revised proposal outlining new costs and timelines. This approach maintains transparency and allows client to decide if they want to proceed with the extra features. By setting clear boundaries and maintaining open communication, you manage expectations and preserve a positive working relationship. If they resist, it also indicates a client that you may not want to work with in the future.
-
When clients hit you with the classic "just one more thing," it's all about balance. Start by grounding the conversation in the original goals. Remind them of the big picture. Then, keep it polite but firm: extra features mean extra time and money. If they're set on it, treat it like a business opportunity. Renegotiate and make sure the scope creep comes with a scope adjustment. Stay professional, but don't let their wish list derail the project.
-
When a client requests extra features beyond the scope, address the situation tactfully. Acknowledge their request and explain how additional features could impact the timeline, budget, or quality. Revisit the agreed-upon scope to clarify boundaries and propose alternatives, such as prioritizing features for future phases or adjusting the contract to accommodate changes. Highlight the importance of staying focused on the core objectives to maintain project success. By balancing transparency with flexibility, you can manage expectations while preserving the relationship.
Classificar este artigo
Leitura mais relevante
-
CopywritingVocê está enfrentando um prazo apertado com um cliente. Como você pode garantir uma extensão sem sacrificar a qualidade?
-
Pós-vendaVocê tem um prazo para se reunir com seu gerente ou cliente. Como negociá-lo com sucesso?
-
Consultoria de TIO que você faz se suas metas de curto prazo estão atrapalhando seus objetivos estratégicos de longo prazo?
-
Atendimento ao clienteO que fazer se o seu cliente precisar de uma prorrogação de prazo?