Prioritizing Client Custom Request

Yesterday, something intriguing unfolded during my interactions with two clients.

Both reached out to us with a pressing request: expedite the pending integrations within the project's scope.

Although our standard Service Level Agreement (SLA) allows for X days, the clients expressed an urgency to receive the integrations X-7 days earlier, which presented a notably tight timeframe.

Now, the pivotal question arises: how should we navigate this scenario?

a. Do we adhere strictly to the standard SLA protocol and push back the request?

b. Or do we advocate internally to prioritize this task, aiming for customer delight?

As a Customer Success Manager, such scenarios are part and parcel of daily operations. However, blindly adhering to any option isn't the optimal approach.

Firstly, it's imperative to acknowledge the urgency expressed by the clients and delve into why this request is of utmost importance to them. Is there a strategic advantage or imminent need driving this urgency?

Subsequently, collaborate with your technical team to ascertain the feasibility of accelerating the project timeline. By objectively dissecting the project scope and articulating the rationale behind the urgency, you can foster empathy and understanding within your team.

Your role in this isn't to play the role of a good or bad cop, but rather to serve as a client advocate negotiating for the best possible outcome on their behalf. Once you've gauged the bandwidth of your team and established an estimated time of completion, it's crucial to circle back to the clients.

Communicate transparently the efforts undertaken to secure the best possible timeline for them, elucidating the reasoning behind each decision. By actively listening to your clients and proactively conveying messages from the technical team, you solidify your position as a trusted advisor.

In essence, effective communication, empathy, and proactive problem-solving are the cornerstones of ensuring client satisfaction and building enduring partnerships.

What are your thought on it, comment below. Do share your client story !