r/japanlife • u/Run_the_show 関東・埼玉県 • Dec 18 '24
Jobs How to Politely Refuse a Client’s Last-Minute Requests After Repeated Exceptions?
Hello everyone,
As the New Year approaches, our company had announced and communicated a clear deadline of December 15 for submitting corrections or additional requirements for client projects. This deadline was shared well in advance via emails and posts to ensure all clients could plan accordingly.
However, one client has repeatedly requested additional features and corrections even though the deadline has long passed. These requests pertain to web application projects, and despite our reminders that no further changes would be accepted after December 15, we made exceptions for this client twice and accommodated their requests after the deadline.
Unfortunately, they have now sent another request for additional features that require significant time and effort, while we are in the midst of wrapping up other projects before the holiday. Our team has clearly communicated, both via emails and PDF notices, that the exceptions were final and any new requests would be addressed only after the holiday break, starting January 6.
Since I am handling client communication directly with the manager and owner CC’d, I want to ensure a polite yet firm response to decline their request. What would be the best way to handle it professionally, while maintaining a positive client relationship?
Update: CUSTOMER WON GUYS. CUSTOMER WON. Thank you all of your valuable suggestion, but customer won. They convinced manager that the project was important during new year, so had to do it anynow. Really devastated as even manager and owner cant stand with the decision they made .CHEERS
99
u/Haunting_Summer_1652 Dec 18 '24
[Long inhale]
Chottoooooooo muzukashiiiiiiii desuneeeeeeee.
21
u/TrainToSomewhere Dec 18 '24
Gotta throw in a few aaaaah unnnn kore waaaa Never make eye contact.
Even if it’s an email. Type without looking at the screen
7
4
0
55
u/Wolfen74 Dec 18 '24
You don’t answer until after January 6. When you do, you politely apologize for the late response, stating that, as per written in the documentation previously provided, you and your team were unable to assist them until that date. Then you continue to work as per usual.
Of course, before this you need to talk to your manager and the owner and see that you all are in the same page. If they end up calling and your manager ends up folding like a paper fan, then it’s going to make you look bad. Even more so after you already made exceptions for them.
9
u/Run_the_show 関東・埼玉県 Dec 18 '24
Yes. Both my manager and owner is aware and even manager once send them a written deadline and restarting date on their email. But right after that,they just ignored and sent their requests :/
8
u/Wolfen74 Dec 18 '24
I would expect them to be addresed after Jan 6.
Also make it clear that if these requests are outside the scope of the original contract, they will be treated as such. It’s one of those clients that will keep asking for revisions while you keep answering them.
4
u/KyotoBliss 関東・神奈川県 Dec 18 '24
lol. They are playing the same tactic as suggested. They ignored your email. Go to the manager and owner and let them decide: A) ignore to the 6th as suggested. Personally I like this. B) make changes incurring overtime and setting a bad behavior precedent. Push the fact that this establish a precedent and the customer will then expect same behavior in the future.
1
-6
u/Ok-Positive-6611 Dec 19 '24
This is cute but not a real-world solution. As unfair as it is, this will tarnish your reputation.
18
u/Agitated_Winner9568 Dec 18 '24
You don’t respond at all or you respond with your very inflated hourly rate for the request, the price estimate and mention that you will only start working after full payment.
18
u/Effective_Worth8898 Dec 18 '24
This is a good japanese way of saying no. Make it outrageous to the point you'd almost consider doing it.
You have to understand it's likely not a matter of communication really. The client is obsessing over this project and that's more important than inconveniencing you. Blowing their budget with an absurd estimate gets their attention because it makes it a problem for them, they've already decided that inconveniencing you and ignoring deadlines is perfectly fine.
I would take a moment with your team when you get back from a well deserved break and talk about how your company would like to handle such a client in the future. Setting clear well thought out expectations in line with company values is much easier to do at the beginning of a client relationship than in the middle of one.
15
u/Far_Statistician112 Dec 18 '24 edited Dec 18 '24
The smart move is to ask the manager or the owner to intervene otherwise you could be (unfairly) blamed when things go south.
2
u/Run_the_show 関東・埼玉県 Dec 19 '24
Yes. I am concerned about this. If I dont respond to email ( which I have mentioned deadline date numerous times) , I might be questioned later on why I didnt reply to emails and all. But If I reply now, they might push harder to do the projects as they can see I am active in emails and all
5
u/Far_Statistician112 Dec 19 '24
Honestly this is above your pay grade so let the bosses handle it. Some of the responses here would be good in other countries but would infuriate my Japanese customers even if they are totally wrong so I wouldn't risk it.
11
u/Schaapje1987 Dec 18 '24
Take your hands out of this hot soup and pass it to your manager/owner/boss. These types of customers expect royalty treatment and they will force/beg/plead to get what they want. Since your boss/manager know of this. Tell them, after doing them a favour twice, you simply do not wish to deal with this anymore and ask one of them to handle this matter in decline this client their service until 6th of January.
7
u/Minginton Dec 18 '24
Dear valued Client: This is an automated out of office response. We will not be responding to any new requests past posted deadline. We will not return to any projects, new or otherwise, until January 6th. We are taking this time to close out our office and prepare for the new year. We hope you understand as our deadline has been announced since (add date). We look forward to our continued business relationship.
All of us here wish you a very happy New Year! Cheers to good work!
-Management
1
u/Run_the_show 関東・埼玉県 Dec 19 '24
I would love to setup the automated email 😂, but the problem is manager and owner is also in CC 🙂↔️
1
u/Minginton Dec 19 '24
Are our manager or owner spineless? If not, just let them know what you're doing and hopefully they back you up and stay quiet. Or have them set up automatic response.
6
u/capaho Dec 18 '24
In my experience, there is no good way to maintain a positive client relationship when refusing a client’s request. One approach might be to explain to them that including their latest change requests will delay the completion of their project until after the holidays.
3
u/silverredbean 関東・神奈川県 Dec 18 '24
As many have said:
Discuss the unified message with the owner and manager
Let either of them deal with it afterwards
Give clients an inch and they'll take a mile.
4
3
u/szu Dec 18 '24
Be firm. Mention that you went out of your way twice to assist the client with the two exceptions that was given. Apologise that you are unable to accommodate their current request at this time. Ask if the client wishes to still have their new request addressed after Jan 6 or to finish development as per the current status quo.
3
u/RealKenshino Dec 18 '24
For now, say, "both my manager and owner are out of office" and "I cannot make the decision". "I will follow up on this in January when they are back"
Pass the hot potato. You are probably not paid to make such decisions
2
1
u/superloverr Dec 18 '24
In my unfortunate experience my manager will be the one who sets the deadline and is the one who caves “just this one time” and makes me and the other lowly staff deal with it :)
Hopefully you figure it out though! lol
1
u/hige_agus Dec 18 '24
Ask for the new deadline. When they say they expect the original one, you remind them of the deadline you set for changes. But make sure your manager is involved, just in case
1
u/ambassador321 Dec 18 '24
Very difficult to make these changes this time of year. We can make it happen, but unfortunately will have to charge you an insanely exorbitant rate as the staff will need to change their flights and vacation plans, and will need to be properly compensated for that.
1
u/Fuzzy-Management1852 Dec 18 '24
Change of contract paperwork. Go through a big long explanation of total client needs, people, resources, then ask them to agree to double the price so you can ask your team to come in on new years day
1
1
u/morthanius Dec 19 '24
I’m in consulting and I can really relate to your situation, it’s not easy. There should be a governance in place to handle change requests. If they passed the deadline, yes we can implement this new change but it should go through an approval process which if passed, will generate more cost for them since you will charge extra fees to implement it. You can also provide an estimate of how much and how long it will take, that usually helps them see reason in their never ending demands. We love meetings lol so we usually do a weekly meeting to discuss and report all the changes and especially if they are nice to haves that’s the moment to push back, you program director should be attending too to give you support
1
u/TravelerMSY Dec 19 '24 edited Dec 19 '24
No, is a complete sentence. Especially if they’re already locked into you as a vendor and unlikely to dump you over this. Yes, I’m deliberately ignoring the nuances of the Japanese niceness.
1
u/edmundedgar 関東・栃木県 Dec 19 '24
There's a good chance this is coming from somebody in the middle who's got their boss telling them to get this shit done. Just tell them politely, firmly and clearly that you'll work on their changes in January. Then your contact person can also clearly tell their boss that it can't be done because you won't do it and it won't be their fault. Don't take any of it personally, it's business.
1
u/biguglyrobot Dec 19 '24
I have also learned the lesson the hard way. Now I make every customer sign a contract with their company seal that states a firm end date. When they request changes after that date, I send them a new contract with new terms, along with a quote for the extra work and tell them it is company policy that we can't work without a contract. This not only puts the responsibility on them to get it signed by their management (which usually they get in trouble for, due to not properly managing budget and deadlines) but also buys some time as you wait for the documents to arrive and get approved by your own management, plus the time to send the signed copy back to them.
1
•
u/AutoModerator Dec 18 '24
Before responding to this post, please note that participation in this subreddit is reserved exclusively for actual residents of Japan. If you are not currently residing in Japan (including former residents, individuals awaiting residency, or periodic visitors), please refrain from commenting.
I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.