Last-minute client requests are common in the business world and may throw off your carefully crafted plans. How you handle those requests can make or break your reputation. It all comes down to maintaining composure and reassuring your clients that you are there for them. So, here is what you should keep in mind:
- Keep calm: When a client comes to you with a last-minute request, don’t panic or freak out (like I do)! Take deep breaths, listen carefully to what they need, and assess the situation.
- Communicate politely and as soon as you can: When a last-minute request comes in, acknowledge it right away and communicate exactly what can be done within that short timeframe. In addition to establishing what the client can anticipate from you, setting clear expectations early helps minimize the possibility of misunderstanding or frustration. Furthermore, letting the client know about any possible limitations up front helps reassure them you are dedicated to delivering excellent work even under pressure.
- Prioritize: Identifying the most crucial tasks is essential. Occasionally, a last-minute request may not be as urgent as you initially believe it to be. Tell your client the truth about how busy you are, and work collaboratively to come up with a solution that works for you both.
- Stay flexible: Last-minute requests frequently call for some out-of-the-box thinking. Urge your team to brainstorm innovative ideas and solutions. You never know what might work, and showing your client that you’re willing to go the extra mile will only make you look good.
- Reflect and improve: After things settle, meet with your team to go over what went well and what could’ve been better. This reflective best practice will help you streamline your processes and be better prepared for future last-minute requests.
There you have it: five simple (well, sort of) ways to manage client demands at the last minute like a pro. Remember that the key is to remain composed, communicate clearly, and reassure your clients that you have their backs. Good luck out there!
Jenna Eisenberg – Research Analyst
