How would you handle a client request that goes against the agreed-upon team strategy?

If a client makes a request, assess the impact to project cost, scope and schedule. If Agile and Scrum practices are followed, it should be possible to change course as often as required. However keep the client updated on impact and obtain consent. Sometimes it's preferable to assess whether a new requirement is a "good to have" or "must have" and use SME skills to discuss with client on pros and cons of implementing it - and go ahead or drop thereafter.

First understand the impact, is it a low hanging fruit which would bring big results and build strong relationship. Else identify if it’s a big impact, what you can cover and what the client should pay for and why. Specially ask them to review the scope document and refer the section in the sow, debate respectfully with documents or artifacft reference!!

This is the time to generate options. If the suggested change has merits, discuss them with the team. If they do not, engage the client to determine what the pain point really is. As a mediator, I am always looking for the “real” reason as opposed to the “stated” reason. Give the client the benefit of the doubt. There is usually a valid point wrapped up in a seeming contradiction.

Start by having an open discussion with the client to fully understand their reasoning and the business drivers behind their request, evaluate how the client's request would impact your team's agreed-upon strategy, timelines, and deliverables. Identify any potential risks or challenges and explain your team's strategy and the reasons behind it. Highlight the potential issues that the client's request could cause, and see if you can find a middle ground. Discuss the client's request with your team and get their input on the best way to respond. Seek their ideas for potential compromise solutions.

It would depend on the request and which strategy it goes against. For example, and I’m speaking from experience, if it is part of our safety strategy and it goes against the principles of our safety culture then I would do my best to explain the repercussions or possible negative outcomes. Hopefully this would influence the client to rethink their decision. However, when it comes to safety, sometimes you have to stand your ground and unfortunately that may mean removing yourself from the situation. Positive & sustainable safety cultures are built over time with extraordinary leadership. If that leadership then changes course, to a direction that you know is wrong, you have to make a tough but ethical decision.

Listen and be receptive but also ask why and qualify with the client so they think through and appreciate the change comes with impact, this also will tease out if they are open to alternatives options which may align more closely with your strategy and their desired outcomes

Algunos puntos clave son: - No suponer que el cliente está tratando de tomar ventaja. - Validar si hay un malentendido o faltó claridad en los términos pactados. - Escuchar atentamente para comprender exactamente cuál es el problema real. - Explorar opciones

Uma coisa que eu achei útil foi promover um diálogo aberto com o cliente assim que o impacto da solicitação ficasse claro. É fundamental ouvir com atenção. Mostre empatia e valide o ponto de vista do cliente. Ao mesmo tempo, explique com calma a lógica da estratégia atual da equipe. Seja transparente sobre as complexidades envolvidas em mudar a direção do projeto. Essa abertura e honestidade são cruciais para construir confiança. Ajudam o cliente a compreender melhor o cenário completo. Lembre-se: o objetivo é criar um ambiente de colaboração, onde ambos os lados se sintam ouvidos e valorizados. Só assim chegaremos a uma solução que atenda às necessidades do cliente sem comprometer a integridade do projeto.

Envolvimento é um exercício de empatia e respeito. De mais atenção e se preocupe com o problema do seu cliente que naturalmente ele vai se interessar pela sua empresa.

I think that this engagement actually should start before you assess the impact and happen again afterwards. You need to understand their rationale for the change before you take time to assess the impact as they could be operating from a perception bias that can be easily addressed in the initial conversation and then you can save yourself a lot of time and unnecessary effort in assessing an unnecessary change. Open communication is key to resolving any misunderstanding and misconceptions about the direction of a project. Ensure that you are on the same page from the outset and you can save yourself and your team a lot of time and reduce stress.

Brainstorming with your team can help you leverage collective expertise, perspectives, generate innovative ideas & solutions, identify potential trade-offs and compromises, evaluate the feasibility of different options & develop a solution that meets the client's needs while minimizing impact on the original strategy For effective brainstorming try to encourage wild and creative ideas & "Find a solution that satisfies the client's needs without derailing the original strategy" & invite diverse team members with different expertise/perspectives By brainstorming with your team, you can develop a solution that meets the client's needs and expectations, minimizes disruption to the original strategy.

It is very important point. There are always options. Client should know about multiple options. However... In some agile methodologies (like scrum) - if a high impact change raised by customer - the sprint stops. The change then evaluated, scoped and planned, consulted with client and then.. this is that point when multiple options come into the picture. Clients should know, if a high-impact changed is required - it has always options and consequences.

This is the most important component of any change process, involving your team! Even when you think that you have the answers, your team can provide you with insights and potential impacts that you may not have considered. They are on your team because they have some area of expertise. Your job is to be able to assess all of the important aspects and understanding the strategy, recommend a way forward. Your team can assist you with their expertise and you can develop the most holistic solution that will meet the needs of the client and simultaneously mitigate the various risks for the project.

Collaborate with your team to explore possible solutions that align with both the client’s needs and the team’s strategy. Brainstorm alternatives that can address the client’s request without compromising the project’s integrity.

Negociación: Si es necesario, negocia para encontrar un punto medio. Esto puede implicar ajustar ligeramente la estrategia del equipo o modificar la solicitud del cliente. Escalamiento si es Necesario: Si no puedes llegar a un acuerdo y la solicitud es crítica para el cliente, lleva el asunto a la alta dirección para una decisión más equilibrada. Documentación: Registra todas las comunicaciones y decisiones tomadas en el proceso para mantener una referencia clara y evitar malentendidos futuros. Seguimiento: Una vez tomada una decisión, realiza un seguimiento con el cliente para asegurarte de que la solución propuesta es efectiva y que el cliente se siente atendido.

I believe that maintaining transparency within the team is key in handling such situations effectively. It is important to involve all team members in the decision-making process and seek their input on how best to address the client's request while staying true to the established strategy. By fostering a collaborative environment and encouraging open communication, team members can work together to find creative solutions that meet the client's needs without deviating significantly from the agreed upon strategy.

Na minha experiência, negociar os termos de uma nova abordagem é um passo crucial quando encontramos uma alternativa viável. É hora de ser claro e objetivo. Descreva em detalhes o que pode ser feito, os custos envolvidos e como isso afetará o escopo do projeto. Seja realista ao definir as expectativas. É fundamental garantir que o novo acordo seja benéfico para ambas as partes. Não se esqueça de documentar todas as alterações acordadas. Certifique-se de que todos estejam alinhados antes de seguir adiante. Lembre-se: uma negociação bem-sucedida resulta em um compromisso claro e mutuamente satisfatório. Isso evita mal-entendidos futuros e mantém o projeto nos trilhos, mesmo com as mudanças implementadas.

Present the client with the explored options and negotiate terms that work for both parties. Discuss the feasibility, benefits, and potential trade-offs of each option. Aim for a win-win scenario where the client feels heard and the project remains on track.

A clareza e transparência são fundamentais. Mudanças geram custos, que devem ser enquadrados no projeto, e sob. aceite do cliente.

When proposing an alternative approach to address client concerns while maintaining project alignment, effective negotiation of terms is crucial for achieving mutual agreement and ensuring project success. Negotiating terms effectively in proposing alternatives is essential for fostering trust and achieving mutual satisfaction from the client’s viewpoint. By clearly articulating proposals, discussing financial implications transparently, and documenting agreements comprehensively, consultants demonstrate professionalism and strategic foresight. This approach strengthens client relationships and underscores a commitment to aligning project adjustments with their strategic goals and expectations.

Implementação de mudanças necessita entender qual é a cultura presente na empresa e se a empresa tem um propósito bem definido. Cultura é o jeito com que seus colaboradores fazem para as coisas acontecerem e são reflexos da postura da organização. Por isso a cultura deve ser humanizada e as pessoas precisam ser fios condutores de um propósito e para isso devem saber exatamente para que serve o que fazem.

Implementing changes after agreement requires structured planning with detailed tasks, timelines, and roles. Effective management of impacts, ongoing progress monitoring, and adaptive strategy adjustments ensure smooth execution and sustained momentum toward project goals.

Na minha experiência, negociar termos é vital quando surge uma alternativa promissora. Clareza é essencial aqui. Detalhe minuciosamente o que pode ser realizado. Especifique custos. Explique como o escopo será afetado. Mantenha as expectativas realistas. É crucial que o novo acordo beneficie todos. Documente tudo meticulosamente. Garanta alinhamento total antes de prosseguir. Uma negociação eficaz gera um compromisso claro e mutuamente vantajoso. Isso previne confusões futuras e mantém o projeto no rumo certo, mesmo com ajustes. Transparência e precisão são suas melhores aliadas nesse processo. Com uma abordagem cuidadosa, você pode navegar por mudanças mantendo a confiança do cliente e a integridade do projeto intactas.

Effective change management is crucial to maintain momentum and keep the project on track towards its objectives. Plus being on top of the project timelines and delivery status

Once an agreement is reached, develop a plan to implement the necessary changes. Ensure that the team is aligned with the new direction and understands their roles and responsibilities in executing the revised strategy.

Continuously monitor the progress of the changes implemented. Keep track of key performance indicators and ensure that the adjustments are producing the desired outcomes. Regular updates to the client and the team help in maintaining transparency and accountability.

Continuously monitor is importand but also a continuous improvement. So, if we get an feedback we should take it into account, learn from it and implement it /adapt the project.

If I am being 100% honest my decision process would be: 1. What are the Commercial Terms? - T&M: Generally flexible, so proceed with the request - Fixed Price: Typically inflexible, so decline the request unless terms are renegotiated 2. How does Client care about Timeframes? - Critical Timeframe: Decline if it jeopardises deadlines - Flexible Timeframe: Accept if the client agrees to timeline adjustments 3. How does Client care about Scope? - Scope Priority: Accept if scope is more important than the timeframe - Time Priority: Decline if timely delivery is crucial As a consultant you are paid to be what the client wants - and the nature of that relationship is defined by the contract.

Ultimately, prioritizing the long-term success of the project is paramount when managing client requests that challenge the team strategy. By evaluating the potential risks and benefits of accommodating the request, involving the team in the decision-making process, and maintaining open communication with the client, it is possible to navigate such situations with professionalism and integrity. Adapting to unforeseen challenges while staying focused on the project's objectives can lead to successful outcomes that benefit both the client and the team.

When negotiating consultancy jobs with clients, ( this is before any work has started) avoid consenting to fixed contracts. This is because the clients needs and wants keeps on changing as the project moves on because they keep on discovering new business ideas that they want incorporated in the new business process. A variable contact will help; 1.adjust the contract to suit your clients needs. 2. Negotiate new payment/ pricing terms for the additional work with your client 3. Revise and adjust the new work plan schedule with the team to give you a reasonable time frame to deliver quality work for your client. 4. Address and mitigate any queries arising from your client for customer satisfaction. 5. To both achieve a win win situation.

A situation like this primarily impacts the financial and operational aspect of any project. 1. In cases of a service related contract, offer a discount with a guarantee to carry forward in the next project. If you are handling a solution-led project, make sure to cover your operational/mobilization expense. 2. Review how the revised demand affects the team-strategy, delegate efforts and elongate the delivery timeline. This gives time to adjust any alterations.

I would consult with the team to see what sort of middle ground we can find to satisfy the client AND conform to team strategy.