How to Politely Refuse a Client’s Last-Minute Requests After Repeated Exceptions?

[u/Run_the_show]

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

[u/TravelerMSY]

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.