Como lidar com seus clientes « Agile Way


22 de Março de 2013

Como lidar com seus clientes

Uma das maiores dificuldade que enfrentamos no mundo de TI é conseguir demonstrar para os clientes (normalmente leigos) que um projeto de natureza criativa é complexo de ser realizado.

Um dos grandes desafios que existem é exatamente conseguir mostrar que as coisas não são fáceis. Por pior que possa parecer, sempre há uma solução. Eu aprendi algumas técnicas, na marra, e queria compartilhar com vocês.

Um dos grandes problemas desta situação vem da própria tecnologia. Ela facilitou o trabalho. Só que isso passa a imagem de que “facilitar o trabalho” significa “ser fácil”.

Clientes pedem modificações a torto direito, sem se preocupar com o impacto disso. “É só mudar a cor” ou então “É só acrescentar um campo a mais”. Ou então quando eles mesmo vem com o prazo definido, como grandes especialistas em algo que sequer compreendem? “Queria remodelar o meu site… acho que em uma semana tu me entrega, né?”.

Todos já passamos por isso, certo?

Mas e se pararmos para pensar e percebermos que o grande vilão dessa história… somos nós?

Sim, nós mesmos. As pessoas que deveriam impôr limites e conseguir demonstrar a complexidade daquele trabalho.

Todos temos aquela necessidade de agradar os outros, principalmente os clientes. Então acabamos cedendo sempre que pudemos. E as vezes de maneira irresponsável.

É por causa disso que a maioria dos clientes ama fechar contratos o mais cedo possível. Te pedem estimativas e depois cobram isso como o acertado.

Algumas técnicas que eu aprendi e que me ajudam a lidar melhor com essas situações:

1) Nunca dar respostas de prazos e custos na hora. Esta é uma dica que não é tão fácil de cumprir, principalmente quando estamos frente a frente com um cliente. E ele está metendo pressão. Não responder na hora te dá tempo de avaliar o que ele está pedindo de fato. Nós sabemos, por exemplo, que “uma tela de login” não é algo tão simples, pois envolve “esquecer a senha”, “cadastro de usuário”, “segurança”, etc. etc. Mas na hora, não pensamos nisso. E acabamos dando uma resposta do tipo “leva 1 dia”, quando na verdade são 3 ou 4. Sempre que um cliente perguntar prazos ou custos, opte por duas saídas.

Diga que você irá discutir isso com a sua equipe e lhe passará por email uma resposta mais apurada. Ou então, se o cliente insistir, jogue um valor com uma margem absurda. Algo do tipo: “Pode custar de 1000 a 5000 reais”. Mas lembre-se que o cliente vai sempre guardar na cabeça o valor mais baixo…

2) Jamais diga que algo é “fácil” ou “tranquilo” de ser feito. Esta é uma prática que eu demorei a aplicar. Eu sempre acabava dizendo que algo era simples e tranquilo. Até que comecei a perceber que os clientes se valiam disso para explorar ao máximo. Alguns, inclusive, cobravam resultados rápidos, já que era fácil. Minha estratégia hoje? TUDO é complicado. TUDO é difícil. Mesmo que não seja. Se um dia você me perguntar algo, jamais saberá se realmente difícil ou um exagero meu. 🙂 Mas é impressionante com isso muda a visão do cliente.

3) Cobre sempre. E por qualquer coisinha nova. Complementando a segunda dica, sempre orce qualquer modificação não prevista. Sempre. Eu disse, SEMPRE. Se o cliente quiser excluir um botão, calcule: 1 hora. E cobre por essa uma hora. Um cliente, certa vez, começou a pedir alterações. A primeira eu aceitei. A segunda… ok. Aí, quando percebi que eu havia criado um monstro, na terceira vez eu falei que iria orçar. E passei as horas e o valor. A resposta foi: “Flávio, o cliente decidiu que essa funcionalidade não vai ser realizada”. Pronto. Sem traumas.

4) Sempre que possível, faça um contrato. Um contrato, em que ambas as partes assinem. Por mais burocrático que pareça, você poderá sempre alegar que terá que cobrar por algo que esteja fora do que foi acertado anteriormente. Essa dica eu aplico menos do que eu deveria, mas aqui vale o “faça o que eu digo, mas não faça o que eu faço”. O efeito psicológico de um contrato ajuda inclusive na sua relação com o cliente.

5) Conquiste o cliente. Como assim? Enchemos de limitações para nos protegermos, e agora a quinta dica é “conquistar o cliente”? Sim! Aqui vale o efeito psicológico também. Vocês sabem por que os vendedores dão descontos para nós? Porque eles podem. Eles podem dar uma média de 5 a 10% de desconto. Fora isso, eles “conversam com o gerente”. Só que jamais eles dão este valor de cara. Eles deixam que nós corramos atrás, nos esforçamos, e então conquistamos o desconto. E que sensação boa é conquistar um desconto. Aquela ideia de “vencemos o vendedor”. Sim, trazendo para o aspecto bélico, é uma vitória de uma batalha, mas a vitória da guerra ainda será do vendedor.

O conceito é o mesmo. Você faz todo o drama dos 4 itens anteriores para o seu cliente. Mas, abre uma ou duas exceções (bem limitadas e acertadas, claro) ao seu cliente. E ele ficará feliz da vida. E terá você como um grande parceiro para o crescimento dele.

 

E aí? Gostaram das dicas? Com certeza elas vão ajudá-los a ter uma relação mais profissional com seus clientes. E, principalmente, onde ambas as partes sairão ganhando.

Abraços!



26 Comentários para “Como lidar com seus clientes”

  1. Walter Longo Neto diz:

    Cara, ótimo post! Meus parabéns!
    Realmente o tal do cliente é um ‘bixo’ difícil de lidar, e pequenos detalhes no jogo de cintura podem fazer toda a diferença.
    E no fim, o que realmente queremos em agradar é vir a ser um grande parceiro, não atirar contra o proprio pé.
    Abraços!

  2. Keice diz:

    Thnniikg like that shows an expert’s touch

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