This differs for different segment of businesses. For a SERVICE BASED COMPANY, the best way to handle is to asses the efforts, time, resources on getting things done. For a PRODUCT BASED COMPANY, we have to value the long road-map and need to add the new request to the queue. Probably, work on the matrix combining the Market Demand, Competitor Catch-up, Customer Need, Team/Work Force Management, and Backlog validation. This will give us a clue of how and when we can meet the expectation. In this case, we have to set that expectations and deliver things based on that. For COMPANIES with scope of delivering custom implementations through platform scope, we can have a small ad-hoc crew who can always work on urgent queries who can deliver.

Primero organizar las prioridades. Entender el valor que aporta la necesidad urgente del cliente (a veces lo urgente no es realmente “urgente” o importante). Luego delegar eficazmente estableciendo plazos claros con enfoque en el objetivo/resultado más que en las horas trabajadas. Finalmente mucha comunicación constante y transparente para tener expectativas reales y poder dar el mejor rendimiento.

Build a team culture that knows how to handle these situations. This is what great customer service is - where people are able quickly assess the situation, leverage tools and specialist skills to deliver solutions.

Prioritize and Delegate! ? I suggest: 1. Assess workload. Review current tasks to identify what can be delegated to team members. ?? 2. Communicate urgency. Clearly convey which client requests need immediate attention and why. ? 3. Set priorities. Rank tasks based on urgency and importance to streamline focus. ?? 4. Empower decision-making. Allow team members to make small decisions to alleviate bottlenecks. ? 5. Create a support system. Foster collaboration among team members to share the workload. ?? 6. Implement time management tools. Use project management software to track progress and deadlines. ?? This approach reduces overwhelm, enhances efficiency, and promotes a supportive team environment.

To manage urgent client requests, I start by assessing priorities and identifying the most pressing tasks. I distribute tasks among team members based on their skills and ensure open communication to monitor progress and address challenges. Additionally, I set realistic expectations with the client regarding deadlines, providing continuous updates to maintain transparency. These steps help strike a balance between meeting client demands and ensuring quality work.