Forum Moderators: phranque
What I'm talking about is the client who, for whatever reason, is unresponsive to requests for various things needed to complete a site project, things only they can provide.
I guess what this post is about is just a venting of sorts, ridding myself of some of the frustration I have with a particular client.
I guess it would be easier if he were just "slack" or lazy but in this case the person in question runs a business and is a very "hands on" type person. I'm convinced there just aren't enough hours in his day and when it comes to the nuts and bolts of running a business. When it comes to meeting production deadlines and order fulfillment or answering my emails, requests for information and creating content for his website, these things often are not the priority.
Again, I don't believe being less than diligent about these things is concious decision for this person, he works incredibly hard, I don't know if I could do the same. But the fact remains I have a job to do and there are certain things I cannot do without his involvment.
And occasionally he does ask me, "When will the site be done?" Which, if I didn't care one way or another if I got paid for this job, would bring about a very stern (to put it mildly) lecture from me.
I've contemplated an ultimatum of sorts and I did actually do this once before. There are apologies and resolutions to do better but things eventually revert to the previous situation.
When this happens, how do you handle it?
Thanks for letting me vent and thanks for your time,
Ken
He may not think that you need this information to complete the project due to he ignorance in site development. Anyhow, what I would do is do everything I possibly could do, and get a beta site up w/o the information so he can see just why you need it. A picture IS worth 1000 words.
Bottom line is he is the customer, and he is always right, even if he is wrong. Being a good politician is the only way you are going to be able to ‘get ‘er done’.
And in this case I guess I just need to get over it and do the best I can with what I have.
Thanks again,
Ken
If a meeting was required, we would write, stating that we required a meeting, and what the agenda for the meeting was.
It's all about being organised and professional. Which reminds me of the time we allowed a young sales rep to draw up a spec and quote for it without consulting the technicians. I still have nightmares about that job <g>
Matt
I can't give any better advice than what's already been given, but remember that you should only worry about what you can control.
If I weren't getting anything out of it I'd be content to just say, "here is what I need, the work won't continue until I get it".
But, I want to get paid, I NEED to get paid and without going into details (although this may run contrary to conventional wisdom) I don't benefit until everything is done.
Thanks again,
Ken
After several emails I still had no answer so I invoiced the client for the outstanding amount of money due. This quickly brought a response of "but it's not finished" at which point I was able to get all the missing information.
The strange thing is that the client has come back for a second site and this time had every thing ready before I started work on the site.
"Project on hold awaiting necessary input, photos and copy previously requested from site owner. Invoice for work to date to follow."
Several years back, I worked for a client who insisted on buying some very expensive newspaper space in advance and at a greatly reduced rate. Even with the reduced rate ... the space was very costly. My job was to execute the advertising campaigns meant to take that space.
Unfortunately, after repeated requests, I was unable to nail this guy to his chair long enough to get even a hint as to what these campaigns were about!
For three months in a row, the client neglected to give me any info, copy, photos or ANY material whatsoever for these big campaigns he wanted to run. He was a very busy man and had no marketing director. He did it all himself.
After the first three months, and as per or contractural agreement, I sent him his tear sheets together with my invoice for services rendered. I quickly rec'd a phone call with a man screaming obscenities at the top of his voice! He also explained in detail where I could put my invoice!
He had in his hand a two inch stack of full page (newspaper) ads which had only the company logo, telephone number, address and the three major brand names (and logos) his store carried.
Once he stopped ranting, he asked what I had to say? I told him that in the past three months, I had been to his office for 7 pre-arranged appointments (none of which he was able to keep) ... I phoned him 23 times and sent 5 letters. Each time, I requested information and material for his campaigns without any response.
I went on to say that the only information I had to work with was what appeared on the business card he had given me in our one and only meeting when he first hired me. I used all of the elements I had at my disposal and in the absense of any input from him, I did what I could with it and left it at that.
He was silent for a while. He then said, well the campaign you came up with must be working ... our phones have never been busier. Leave it as is, come and pick up your cheque.
Of course, I was very lucky ... but what else was I supposed to do. Throw it back in his lap and move on to another project until he does something about it. But don't forget to get your cheque for work done to date.
BTW, I worked for him for another 5 years on and off. He never missed another appointment! :)
Good luck!
What I'm talking about is the client who, for whatever reason, is unresponsive to requests for various things needed to complete a site project, things only they can provide.
Two ways:
Use this as an opportunity to get out of the office, drive over there, and do a face-to-face. If you volunteer it, non-billable, if they say "please come over, I don't see another way to get to it," billable. Sometimes this isn't practical but it serves many needs, and builds great relationships. It also builds a fire beneath their chair. :-)
If nothing else works, bill them. When the hands get close to the purse strings, they tend to make it a priority.
