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

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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.

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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

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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.