How to Handle Last-Minute Client Requests

Saying "yes" feels right, but "no" can save your project. And also save your client’s trust. Last week I had a tough time with one of my clients. Firefighting with a last-minute high-priority request. → The request was outside the scope. → No one is trained to do it. → And, I need to deliver it next week. These unrealistic expectations are nothing new in project management. I had two choices to respond to this conversation: 1/ Say yes and rush to finish. 2/ Have a tough conversation and protect the project. I chose the second. It would have been easier to say: ↳ "I’ll move things around and figure it out." ↳ "It’s tight, but I’ll make it happen somehow." The first option feels easier. You want to be helpful. You want to be seen as a problem solver. But what happens when you agree to unrealistic expectations. Particularly the one that is unclear. → They lead to mistakes. → Mistakes lead to rework. → Rework leads to missed deadlines and broken trust. Here’s a better way to handle such situations: → Listen and acknowledge the urgency. → Explain the impact of rushing. → Offer a structured way to address the request. For example: "Let’s do this right, not just fast. If we rush, we’ll need to redo work later. Instead of squeezing it in, let’s reprioritize, consult the team and review the impact. Please submit a change request so we can assess it properly." Will it be uncomfortable? Yes, it will be. Will there be push back? Yes, there will be. But in the end, your client will respect the process. You’ll save your project from scope creep. The team will trust you. Difficult conversations aren’t about saying NO. They’re about setting clear expectations, so projects actually succeed.

Years ago we were drowning in Systems Admin - CROs flooded us with ad-hoc requests - Never leaving time to do strategic work So I called them up and said “Look, we’re not your gofers! We’re here to do strategic work and you need to submit your requests to our ticketing system and be patient as we prioritize and process them!” I’m kidding. Can you imagine that? We would have lost every single client we have! Instead, we took a different approach. 𝟭. 𝗪𝗲 𝗯𝘂𝗶𝗹𝘁 𝗮 𝗯𝗮𝗰𝗸𝗹𝗼𝗴 𝗶𝗻 𝗔𝘀𝗮𝗻𝗮 - We logged every request into Asana - We organized and shared it with them More visibility for them with zero effort on their part. 𝟮. 𝗪𝗲 𝘀𝘁𝗮𝗿𝘁𝗲𝗱 𝗯𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗯𝗶-𝘄𝗲𝗲𝗸𝗹𝘆 𝗦𝗽𝗿𝗶𝗻𝘁 𝗣𝗹𝗮𝗻𝘀 - We booked calls every two weeks to go over it - We asked what was most important to get done - We asked which tasks should go onto the backlog This was a small ask of them and they started to see the plan more. They started to become conditioned to think about prioritzation and less demanding for everything to be done in 15 minutes. 𝟯. 𝗪𝗲 𝘀𝘁𝗮𝗿𝘁𝗲𝗱 𝗯𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝗥𝗲𝘃𝗢𝗽𝘀 𝗥𝗼𝗮𝗱𝗺𝗮𝗽𝘀 - We asked more about long-term goals - What needed improved most to get there - We identified initiatives in RevOps to help - We presented a Roadmap, asking for feedback They were very receptive. Instead of giving them homework to prioritize initiatives, we did it for them, asking for simple feedback. 𝟰. 𝗪𝗲 𝘀𝘁𝗮𝗿𝘁𝗲𝗱 𝗤𝘂𝗮𝗿𝘁𝗲𝗿𝗹𝘆 𝗣𝗹𝗮𝗻𝗻𝗶𝗻𝗴 - We then booked a meeting every quarter - We reviewed the RevOps Roadmap together - And we asked for feedback and support on it Over time, they became more conditioned to think of RevOps as something to plan for, not as a help desk. 𝟱. 𝗪𝗲 𝘂𝘀𝗲𝗱 𝘁𝗵𝗲 𝗥𝗲𝘃𝗢𝗽𝘀 𝗥𝗼𝗮𝗱𝗺𝗮𝗽 𝗳𝗼𝗿 𝗦𝗽𝗿𝗶𝗻𝘁 𝗣𝗹𝗮𝗻𝗻𝗶𝗻𝗴 - We continued bi-weekly sprint planning - Using the RevOps Roadmap as our guide - New requests would still come in of course - We asked to prioritize against the Roadmap - Which item on the Roadmap should get pushed? This further increased alignment. They saw that every new request came at the cost of the Roadmap and were more careful about what was deemed an emergency. 𝗧𝗛𝗘 𝗢𝗨𝗧𝗖𝗢𝗠𝗘 We regained our sanity and started doing much more impactful work. That’s not to say we don’t have occasional fire drills, but they’re much less frequent and more managable now. For more on the 𝗥𝗲𝘃𝗢𝗽𝘀 𝗥𝗼𝗮𝗱𝗺𝗮𝗽, including an editable copy of our template, check out yesterday’s 📰 𝗥𝗲𝘃𝗢𝗽𝘀 𝗪𝗲𝗲𝗸𝗹𝘆 📰 Read it on demand here: https://bit.ly/3W8fhCq ✌️

Ever feel like you're constantly firefighting 🔥 because of someone else's lack of planning? When last-minute changes and unforeseen challenges become your daily norm, it's time to reevaluate the root cause. 📋And that root cause is usually because of Poor planning. This not only drains your resources but also stifles innovation and hampers growth. Here’s what you can do to maintain control and drive success... Adopt a RevOps SLA with Your Stakeholders that includes... ⏰ Clear Expectations: Define specific timelines for deliverables, and set expectations for turnaround times, especially for campaigns and reporting. 📝 Submission Process: Establish a clear process for submitting tasks, including required information and lead times. For campaigns, ensure all creative assets, messaging, and targeting details are provided upfront. 🛠️ Pre-Work Requirements: Specify what’s needed before work begins, such as complete data sets for reporting or finalized campaign briefs. This prevents delays and miscommunication. 📅 Communication Protocols: Set up regular check-ins to keep everyone aligned and to address potential roadblocks early. 🎯 Prioritization Framework: Agree on prioritization to prevent last-minute scrambles. This is crucial for managing competing campaigns or urgent reporting requests. 🧑💼 Responsibility & Accountability: Clearly outline who owns each task and who is responsible for approvals, ensuring there’s no confusion about roles. 🔄 Flexibility Clauses: Include guidelines for handling unexpected changes or urgent requests, allowing for structured flexibility that doesn’t derail ongoing work. Implementing a RevOps SLA can turn chaos into clarity, enabling your team to perform at its best. Not only will you see improved efficiency, but you'll also create a more positive and proactive work environment. #RevOps #ProjectManagement #Agile #TeamSuccess #EfficiencyMatters #Leadership #BusinessGrowth

I used to be a "yes" person with my clients, and this was making me hate my job. 🟢 Everything the client told me, I said yes to. 🟢I welcomed every detour during my check-ins with them. 🟢For every request they made, I quickly actioned (without considering the ask). And I did it because I thought that's what I needed to do to make them... happy. But then it got too much. I started losing control of my accounts and stakeholders; I couldn't keep up with the constant checking in on features, support tickets, and odd requests. My clients viewed me as their server, taking orders to run back to the kitchen. If you find yourself in this situation, it's time to reset. Here's how 👇 #1 You acknowledge what is happening "Hey, thank you so much for sharing so many insights with me on ways we can make the product more valuable for you. I've noted all of your requests, and I'll keep you posted if there are any changes..." #2 You remind them of their goals "...Today, I'd like for us to focus on our plan to get you back on track with your conversion rate. I know your goal is to increase it by 5% by the end of the quarter, correct?" #3 You lay out the plan and your role in it "Got it! To get you there, we'll need to align on our game plan. I've gotten the ball rolling by outlining some low-hanging fruit. These activities have worked well for another client very similar to you, and I believe we can get it done within 3 months..." #4 You get clear on what you need from them "If we put our heads down and focus on delivering this, here's what I'll need from you [outline needs]. Are we on the same page?" ---- That's how you can shift the conversation, but remember that you'll still need to keep it on track. To do that, don't be afraid to bring the plan up whenever things start going sideways again. --- Have you ever felt like a 'yes' person to your clients? #clientmanagement #worklifebalance #customerrelationships

Consulting will break you if you let it. This job market is wild right now. Layoffs, pivots, career changes. A lot of folks are jumping into consulting—and I love that for you. But I also want to keep it real with you. One of the fastest ways to burn out? Client emergencies. They’ll hit your phone like “URGENT” They’ll call three times in a row. They’ll email, Slack, text, and send smoke signals. Because in their mind? You’re their only priority. But here’s the thing: their emergency is not automatically your emergency. You’re a consultant. Not a firefighter. (And even firefighters get rest.) Here’s how to manage it before it drains the life out of you: 🟢 Communicate clearly. If you’re not available, say so. Calmly. With context. Ex. “I’m taking my kid to school and then heading into another client meeting. I’ll be able to look into this in an hour.” 🟢Give them something to do. Don’t leave them spinning in panic. Involve them in the solution. Ex. “Try reaching out to the manager to triage. Let leadership know we’re bringing in the team to strategize options.” 🟢Stay cool. You can validate the sense of urgency without absorbing the chaos. Acknowledge the urgency without getting frustrated yourself. Ex. “I get how important this is. If this doesn’t happen today, you could lose funding. We’re going to get it handled.” And most importantly You’re no good to any client if you’re constantly running on fumes. This life takes boundaries, not just strategy. Consulting can give you freedom, but only if you protect your energy while you're out here trying to save the day. (P.S. – None of this is about my clients, ya’ll are great 😁)