Guide to Client Service: Volume II, RelationshipsChapter one

Managing Client Requests

Have you ever found yourself in a situation where it seems you’ve received a flood of ad-hoc requests at one time? Yeah, that can be tough! When there are a lot of requests or questions that come in simultaneously, it’s easy for both us and the client to lose track of them. Plus, oftentimes the requests are specific to different people working on a project.

In order to help manage these requests, it’s beneficial to consolidate all requests into one  message for the client to ensure that we’ve captured everything they’re looking for. Plus, you can use this to help reinforce when you’ll be able to address requests. Here’s an example:

 

Hi Client,

We received a few requests from you this week and wanted to confirm we’ve captured everything accurately, please see below:

  • X
  • Y
  • Z

Is there anything that we’re missing? Based on the above, we’ll be able to get everything back to you by the end of the week. However, we understand that X is the most time-sensitive, so we’ll aim to address that by tomorrow.

Thanks!
Team

 

On the same note, when a client sends a request and you know you won’t be able to get to it right away, it’s still helpful to follow up with a note confirming receipt so they know it was received. You can also use this opportunity to set the expectation upfront about when you can address the request. For example:

 

Hi Client,

Thanks for bringing this up – confirming receipt. We’ll be able to get you this analysis by Thursday end of day. Will that work for you?

Thanks!
Team

 

Moral of the story, if you set expectations for the deadline when a request comes through, you’re able to prioritize it accordingly instead of getting off-track with ad hoc requests.