You're facing requests for extra after-sales support. How do you handle clients wanting more than agreed?

1. Understand the client and their requirements in the sense that are they authentic and they do need help in certain areas and it's just one time and can be done in good faith. 2. Communicate the same to the authorities get permission from them and move forward accordingly. 3. Check the agreement and communicate the same to the client about the kind of favor you are doing in a professional tone and this not being part of the agreement. 4. Set clear boundaries and communicate that you will do the job as it is a short-term process and if this is going to be needed for a longer period, then there are charges for the extra effort as well. 5. However the message is, to try being professional, calm, and friendly towards your clients.

Identifying the core need is essential for any client relationship for 2 reasons: 1: To better understand & and exceed your client’s expectations 2: To document and “cya” in case those needs are unrealistic or unreasonable. Taking the time to understand clients needs and wants often pays for itself when it comes to follow up surveys and reviews. Clients are people, and the extra attention invested in making some exceptions to the standard often pays dividends in the form of positive reviews and word-of-mouth advertising. But just as important is documentation of that investment, as managerial support needs a full picture of your efforts to both assist in customer relations and performance reviews.

I would focus on these key steps: - Understand their situation: I listen closely and check our agreement to see how it fits their needs. For example, "Can you explain the issue you’re experiencing? Let’s review the agreement to see how this request aligns." - Set clear expectations and a solution: I clarify what’s included and offer options. For example, "Our standard support covers X and Y, but we can handle this as a one-time favor or suggest a package that better fits your needs." - Document everything: I ensure clarity by documenting our agreements. I'll say, "I’ll document our conversation and any new agreements for future reference." By doing this I make the client feel heard and valued while honoring our agreement.

Manejar solicitudes de soporte posventa adicional requiere un enfoque equilibrado que combine la empatía, la claridad y la flexibilidad. Al abordar estas solicitudes de manera profesional y proactiva, puedes fortalecer la relación con el cliente y mejorar la percepción general de tu empresa.

Handling requests for extra after-sales support when clients want more than agreed involves: 1. Review agreement: Confirm the terms of the original agreement to understand what was promised. 2. Assess the request: Evaluate the scope of the extra support needed and its impact on resources. 3. Communicate clearly: Explain what is included in the original support and any additional costs or terms for extra support. 4. Offer solutions: Provide options for additional support, such as premium services or extended support packages. 5. Negotiate: If appropriate, negotiate a fair compromise that benefits both parties. 6. Document changes: Update agreements or contracts to reflect any new terms or services.

1) Escuchar al cliente de forma activa . 2) Debe de haber una comunicación clara entre el cliente y tú. 3) Ofrecerle una solución razonable acorde con tu política de ventas/devoluciones. 4) Mostrar siempre empatía. 5) Recordar al cliente como se realizó la venta y las condiciones que establecisteis ambos.

Muitas vezes, a insatisfa??o ocorre após a compra, logo ter um pós-venda eficaz pode eliminar esse tipo de situa??o e solucionar os problemas.

Setting clear boundaries is essential for maintaining a healthy client relationship. It helps in managing expectations and avoiding potential conflicts down the line.

I’ve yet to find a manufacturer or dealership that does not set aside funds for alternative solutions. While it may not be possible to provide a massive discount, providing tickets to a event, gift card for a restaurant, or free trial for a service, will both help the client feel good about their investment AND feel catered to as an individual.

Infelizmente nos dias de hoje temos vendedores com o foco apenas em vender, mas acabam esquecendo da satisfa??o do nossos clientes. Temos que realizar um atendimento humanizado e personalizado, normalmente a insatisfa??o ocorre após a compra, devido um atendimento sem as informa??es completas. Com um pós venda de excelência, conseguimos reverter a situa??o com alternativas de auxílio.

Offering alternatives shows that you’re committed to finding a solution within the agreed terms. It’s a way to say "no" while still being helpful.

Client education is key. If it were simple, a sales agent would not be needed. We often forget a product's complexity because it is our job to know the ins and outs of what we are selling. If proper expectations are set initially, then little support is needed after purchase.

Totalmente de adecuerdo. Inmediatamente después de la contratación del servicio es importante hacer una interacción con el cliente recordando los principales beneficios pero también condiciones y limitaciones. El mayor malestar se da cuando el cliente enfrenta una negativa en el momento que esperaba una solución, pero lo toma mejor cuando ya sabe qué sí y qué no recibirá.

Cria??o de plataforma de suporte ao cliente e imprescindível fazer a centraliza??o das solicita??es dos clientes em uma única interface; capacidade de acompanhar as solicita??es, garantindo que o problema seja solucionado; possibilidade de registrar dúvidas, reclama??es, requisi??o de servi?os, registro de problemas e elogios na mesma plataforma.

Es muy importante Educar a los Clientes, dar ese valor agregado al producto o servicio. Puesto que al poner a disposición información pertinente y brindarle el acompa?amiento adecuado a los clientes, mejoramos su experiencia, con lo cual obtendremos relaciones de larga duración (Fidelización).

Educating clients on what to expect can prevent misunderstandings and build trust. A well-informed client is more likely to be satisfied in the long run.

The most important thing is to set the rules in advance. We work in the field of 3D graphics services. It is mostly about creating custom works. There is a risk that the client will want to keep trying to move a pot or that the grass will not seem green enough, etc. Yet we have only 1 free correction in the rules (included in the price of the work). Everything else has to be paid for. It's not easy to keep, but it's necessary. Otherwise our business would not work and we would burn what we earn on follow-up services...

Para garantir a melhor experiência do cliente depois do fechamento do negócio, é imprescindível ter uma estratégia bem construída, com um?funil de pós-venda. Aqui, a inten??o é retomar o contato sazonalmente para verificar se o cliente está obtendo sucesso com a solu??o ou produto adquirido.?

Regularly reviewing policies ensures they remain fair and relevant. It's important to stay adaptable to both client needs and business goals.

Honesty is the maintainer of relationships in this industry, especially in a dealership setting. My mentor who has been in the industry for 35 years has clients every day that tell me “the only reason I still drive this brand is because of him” or “he is the reason I’ve had 5 of these cars and will only continue to buy them”. In an age where worlds of information is available at our fingertips, trust will sell your services and expertise for lifetimes.

N?o basta dizer “Obrigado” ou “Vamos manter contato” após a conclus?o de uma venda. O sucesso em longo prazo do seu negócio é construído em relacionamentos reais e duradouros com os clientes.

En mi experiencia como profesional de ventas, el servicio postventa es esencial para consolidar la relación con los clientes. Cuando solicitan soporte adicional más allá de lo acordado, me aseguro de que se sientan escuchados y respaldados. Les hago saber que estoy disponible para ayudar en todo lo posible. Si el requerimiento supera mis competencias, los guío hacia los recursos adecuados. Además, les facilito información de contacto de atención al cliente, como apps, teléfonos y correos electrónicos. Algunos prefieren gestionarlo directamente, pero otros valoran poder contactarme primero, lo que refuerza nuestra relación a largo plazo.

O bom relacionamento é o principal para manter o cliente em base. Para que possamos passar confian?a e credibilidade ao mesmo.

Maintaining a positive relationship, even when declining a request, is key to long-term success. Good rapport can lead to repeat business and referrals.