Your team is stretched thin with client requests. How will you manage a request that exceeds capacity?

When a request from a client is beyond your team's capacity, let there be open communication. First and foremost, understand the workload of each member of your team in order to allow some shifting in work, if possible. Then, unless this is impossible, you will need to call a meeting with the client to explain and establish expectations. This would also involve looking at ways to manage the client's expectations through options such as phasing the project or revising timelines. Whenever possible, point out additional resources or support that might better meet their needs. You can be upfront about the work on your plate and not overburden your team while continuing to be in good standing with your client.

Quando a equipe está sobrecarregada, para mim a chave é ser transparente e estratégico. É necessário avaliar a solicitação extra e verificar se ela se alinha às prioridades e capacidades atuais. Se não for possível atender imediatamente, comunicar isso ao cliente de forma clara e propor prazos realistas. Caso a demanda seja crítica, considerar redistribuir tarefas ou negociar a extensão de prazos com outros clientes. A priorização e a comunicação eficaz são fundamentais para manter a qualidade do serviço e gerenciar expectativas.

I agree, but I believe that aligning diverse goals with sustainable growth also requires fostering a culture of open communication and adaptability as while setting a shared vision is important, it is equally crucial to allow team members the flexibility to adjust their goals based on evolving priorities. Encouraging regular feedback sessions ensures that individual goals are not only aligned with the company’s vision but also with the team’s dynamic needs but taking into account both small and large wins keeps motivation high, reinforcing the connection between personal achievement and overall growth.

Wenn mein Team durch Kundenanfragen überlastet ist und die Kapazität überschritten wird, ist eine klare Priorisierung entscheidend. Zuerst analysiere ich die Dringlichkeit und den Wert jeder Anfrage, um sicherzustellen, dass die wichtigsten Anliegen zuerst bearbeitet werden. Wir kommunizieren offen mit den Kunden und setzen realistische Erwartungen bezüglich Zeitrahmen. Zudem prüfen wir, ob Aufgaben automatisiert oder an andere Teams delegiert werden können. Durch diese Maßnahmen und eine enge Überwachung der Arbeitslast können wir die Effizienz steigern und sicherstellen, dass die Qualität unserer Arbeit trotz hoher Nachfrage erhalten bleibt.

As a small IT consultancy with limited in-house capacity, when faced with client requests that exceed our capacity, we prioritize open communication and collaboration. We'll first assess the request's urgency and complexity to determine if we can accommodate it within our current workload. If not, we'll openly discuss the limitations internally, exploring potential solutions such as prioritizing critical tasks, rescheduling less urgent requests, outsourcing to external resources, or evaluating longterm profit or overall value to the company. By maintaining open dialogue and proactively addressing the situation, we aim to mitigate the impact and deliver the best possible service within our capabilities.