Very often we would have the client asking us, “This is very urgent, we need it by early tomorrow/next Monday. Please work overtime for it.”

Before making any promises to the client, take a deep breathe. 

.

Normally there are two reasons that the client is asking us to work over the weekend for it:
.
1. New project pops up from their manager and have a super tight timeline;

2. Something went wrong in the design and causes delay to their entire project.

.

New project pops up from their manager and have a super tight timeline

Ask below questions:

1. How urgent is urgent?
   Before getting stressed and passing the stress to the team, try to find out how urgent is this job. When is the actual date for presentation/event? When is the latest date for production?
   Very often the client gave buffers for production period and shorten design time, so this is a good way to push back and earn 1-2 days for us.
   .
2. Would it really make a different if we give the file to them tonight?
   If the client comes with the request at around 4pm and ask for the design by tonight, normally they wouldn’t send the design out until the next day – because: 
   a. Production house doesn’t work on the weekends/that late of the day
   b. the file needs to be approved by the management level, and they don’t sit there and wait for the design to come at 10pm at night.
   

   .
   Then, Why do they need it tonight/over the weekend?
   .

   Try to explain to the client that it would not make a different if the file comes before noon the next day/Monday. Most of the time the client would understand.
   .

3. The task actually required to work overtime for it
   Write down the request in a easy-to-understand way.
   Talk to the team and find out the most efficient way to complete the task – can we split the work?
   Try to complete the task as quick as possible so everyone could still have a good night/weekend rest :)

.

*KEY TO SUCCESS*

Try to act as calm as possible, make the client feel like you have it under control. Let them understand that working overtime is not the only way to meet the due date.

.

Something went wrong in the design and causes delay for their entire project.

1. If the delay is because of our fault.
   If the deadline was clearly explained to us previously, and it was our fault that the project is delayed – for example, we used a wrong font. Then yes, as a responsible staff and to keep our company’s reputation, we can certainly work overtime/during the weekend for it.
   Organise a de-brief section the next working day, regroup with the team and see how we could improve together next time.
   .
2. If the delay is because of clients poor planning
   Try to explain to the client that we understand their situation. Layout the main reason of the delay. Politely apologies and let them know that our team is not available to work over the night/weekends. And we will look into it the first thing in the next working day.
   
   If the client is pushing really hard for it, then we need to stand on the client view point and understand what difference would it make to the client. Check with the team first to see if we have the capability to complete the task within the timeline. If yes, politely explain to the client that we have made this an exceptional case for them. Let them know that it was difficult for us, so they would appreciate this even more. A favour today, more business opportunities tomorrow!

.

Good luck! :D