You're faced with a client requesting extra services. How do you navigate beyond the agreed staffing scope?

1 Assess Needs

Begin by carefully evaluating the client's request to understand the root of their needs. This step is critical because it allows you to determine whether the extra services are essential for the client's goals or if they are a result of a changing situation or miscommunication. Engage in a dialogue to explore the reasons behind the request. Is it due to unforeseen circumstances, or was there an initial misunderstanding of the project scope? Your goal here is to gather as much information as possible to make an informed decision on how to proceed.

2 Set Boundaries

Once you've understood the client's additional needs, it's important to set clear boundaries. Explain the terms of the original agreement and the implications of expanding the scope. This is not about saying a flat 'no', but about discussing what can and cannot be accommodated within the existing contract. If the request requires significant additional resources, make it clear that these will come at an extra cost. Your transparency will help manage the client's expectations and prevent misunderstandings.

3 Value Proposition

After setting boundaries, it's time to articulate the value proposition of accommodating their extra requests. Show how your staffing services can meet their expanded needs effectively, but also explain the costs and adjustments that will be necessary. This is about demonstrating your willingness to be flexible and your ability to provide solutions, while also being realistic about the terms of service expansion. It's a delicate balance between customer service and business acumen.

4 Negotiate Terms

Negotiation is key in reaching a mutual agreement that satisfies both parties. Approach this with a problem-solving mindset, aiming to find a win-win solution. Discuss new terms that would cover the additional services, including pricing, timelines, and any changes to the delivery process. Your negotiation should aim to reach an agreement that compensates your staffing agency fairly for the extra work while providing value to the client.

5 Document Changes

Once you've reached an agreement, it's crucial to document any changes to the original contract. This includes detailed descriptions of the additional services, revised timelines, and new pricing. Proper documentation ensures that both you and your client have a clear understanding of the new terms and helps prevent future disputes. It also serves as a reference point for the delivery of the expanded services.

6 Maintain Relationships

Finally, always keep an eye on the long-term relationship with your client. Even as you navigate beyond the agreed staffing scope, remember that how you handle these situations can strengthen or weaken future business opportunities. Strive for solutions that uphold your agency's standards while also satisfying your client's needs. A successful negotiation can lead to a more robust partnership and potential referrals, which are invaluable in the staffing industry.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?