Internet companies must also master skills when rejecting customer needs
Before building a website for customers, network companies must first understand the customer's needs, then quote according to the needs, and finally sign an agreement and start building the website if both parties confirm it. There is no problem here.
However, in this process, the two will often have differences or even contradictions, especially when demand changes or new additions are particularly prominent.
To summarize the reason, simply put, the customer believes that the website construction must be completed according to his or her own preferences and wishes after spending money, and believes that the service provider should unconditionally implement and realize his or her own ideas;From the perspective of the Internet company, we will make a professional assessment of the proposed needs, believing that some needs are changed arbitrarily under the circumstances agreed before, while some requirements exceed the website construction quotation, which increases unnecessary costs to the company without reason, so the contradiction arises.
We always advocate providing good services and satisfying customers, but this good service does not mean blindly following. It does not mean that customers can do whatever they want and change whatever they want. Even if these needs are unreasonable, if blindly following, the result will not only increase a lot of operating costs, but will also lay a time bomb for the friendly cooperation between the two parties in the future, and may even disrupt the order of the entire industry. The absolute harm outweighs the benefits. Therefore, I advise those Internet companies that want to submit their orders as soon as possible to do not blindly follow them, and they should say no if necessary!
Of course, when facing customer needs, the service provider's attitude of rejection may make the customer feel dissatisfied, so you must master the skills at this time, not only reject the extra demand, but also not anger the customer and affect the subsequent work.
If the demand proposed is outside the contract agreement, then you have to consider it and evaluate the workload first. If the workload is very small, it is better to do a favor and satisfy the customer;If the workload is large, you should tell the customer that this is outside the contract. In addition to maintaining a good communication attitude, it is best to inform the customer of the possible working hours and work difficulties. The purpose is to win the customer's "sympathy". Either not to do it, and you have to add additional expenses to do it.
If you find that customers repeatedly modify or make various requests during the production of this website, you must first calm down your mood, and then try to convince the customers through professional introductions to let them give up too many requirements that are inconsistent with the contract.For example, a medium-sized enterprise wanted to build a corporate website. Originally, the requirement was formulated as an ordinary display website, but when it was accepted, the customer suddenly proposed to add a registration function. This requirement was not agreed on before.
The website building company naturally disagrees, but the customer threatens to not add or pay, so the two parties are in a stalemate.Later, the service provider took the initiative to conduct technical communication with the customer management and asked about the purpose of the registration function. After a brief explanation, it was found that this function was useless, so he told the customer that after registering, it would bring operational burden to the user. The most important thing is that there is no confidential information in the entire website, or information that can only be browsed after registering as a member. This will also make the user feel that the website is suspected of deliberately plundering user information, which has a negative impact on the corporate image and integrity.After some negotiations, the customer finally gave up the demand and settled the payment.
From the above cases, we can see that there are several ways to reject customer needs. As long as you master the skills of rejection, it will play a great positive role in solving the problem. It is definitely better to directly reject this simple and rough method.
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