Forum Moderators: phranque
I've had a few customers now, and those I have done sites for absolutely love their sites. I've had nothing but great experiences so far and met great people.
And then.... I visited a 'potential' customer the other week which came off the back of another customer of hers I was doing work for.
We talked about what she wanted. She seemed to pretty much run on cigs and adrenaline, and I think there was a personality clash from the start.
I don't suppose it helped that she finished every sentence with "Yeah", or "Right". But, you think - "I'll rise above it and keep it professional".
So I went away, took her brochures and catalogues, having quoted her whilst there, and also showed her my work online.
I call as a follow up courtesy the following week, and she's never around and will 'call back'. Thinking it was me, I bumped into the client of hers and he said she's always like that and never calls back, even customers!
So I finally get her on the phone and arrange another meeting. She tells me she’s has some new ideas.
After opening my arrival with "I wasn't ready for you yet" (we'd scheduled the meeting!), and saying that she's forgotten what we talked about last time and saying that "I thought you were going to bring some ideas" (example pages I guess!), she then says "I need to be sure of the quality of your work". I politely mention that we had looked at that online the previous time when I visited.
Then she says something to the effect of "You're looking at me like I'm a loon".
I explain again what we discussed the previous time. I also explain that she has changed her mind and thoughts several times (she wanted parts of the site, and then didn't etc.) and she didn't like that one bit.
I said "You need to know what *you* what if we are to work together".
Do you think she wanted a free ticket to ride of ideas? I don’t see why I should mock up a site look for free, without a deposit. I also understand it's a certain 'leap of faith' for a customer to take you on board.
I tell all my customers they will be delighted, and they all have been so far - and that I will work with them until they are very happy with the look.
I sometimes think that customers like this woman are better off not having if you feel there's something not quite right - what do you think?
I guess a couple of questions are:
1) Has anyone else experienced this type of this customer-from-hell?
2) Do you do mock-ups pre-deposit – do you even take a deposit?
3) Am I being unreasonable?
4) Do you get them to sign a contract immediately before or after taking a deposit?
Thanks for Reading all!
AB
I dont do any mockups or designs until after a purchase order is received.
The problem customer I had above was very much out of her depth wanted lots for nothing .. in short just not my type of customer
:-)
a) double your prices.
b) demand 50% up front.
Unless you're starving and need the work, or believe that a great deal of further good work will result, you'll regret taking the job.
Kaled.
PS
Useless idiots like that either have good people working below them (that you may be able to deal with) or they don't hold on to their jobs long.
Useless idiots like that either have good people working below them
The boss always knows how he/she thinks the business works.
The staff know how the business actually works.
Speaking to the someone who knows how the business actually works will help with many system design/web design projects.
This way, she may be staisfied enough, but there isn't really enough work there for her to 'steal'.
You need to bear in mind that if she has a member of staff who knows HTML, but cannot design very well. They could be stealing your draft-design as a template for this HTML person. Extreme, but you have to protect yourself, your reputation and your own income.
Much appreciated - I'll stick this lunatic in the bin and forget about it and move on. ;-)
Just wanted to check I wasn't being unreasonable. From now on, 1 onsite visit only.
Cheers!
Paul
