Pamela_S - 3:13 pm on Sep 7, 2004 (gmt 0)

We explain the process to clients in detail before we actually win their business. We also outline the workflow in great detail in our contract and also discuss at length "Client Requests/ Modification" in the contract. The problem for us is that once clients have approved the layout, they are just not grasping the fact that the completed site is built around the final approved layout and that changes are not always easy (or free).

It is not a problem with most clients. Most of them do "get it". And to be honest, I have no problem making minor tweaks in a later phase of the project. It is just a handful of folks that do not bother to read or ask questions about what they have read in the contract.

So, I am thinking that a more "formal" approval than email confirmation may drive the point home to those few that have difficulty with the process.