How to Tell Challenging Customers the Truth
Summary
If a client has you working around the clock, rearranging your online calendar around their needs, or scrambling to provide services you don’t usually offer, it’s time to have a conversation. If the client still wants you to perform extra work, you can offer to renegotiate their contract — and find opportunities to upsell them in the process. If a task is technically out of scope but wouldn’t significantly strain your resources, consider the pros and cons of taking it on. Tell them, “While we usually prefer five business days to complete this task, we’re happy to expedite the process in this particular circumstance.” This reminds them what the norm is while highlighting the fact that you’re going above and beyond for them. Your efforts could improve retention, generate more upsells, and create a healthier business in the long run.
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