Forum Moderators: LifeinAsia
I mainly just want to vent, but opinions on how you would handle this situation are welcome!
I have a client who first contacted me about designing a website in June. We exchanged a couple emails over the summer and finally about 3 weeks ago client paid the deposit and started sending content for the site.
Client is a designer by trade and has been fairly picky about the site design. OK, not a real problem. The site does have to reflect client's work and business.
So we have come up with an overall design that...I thought...was nearing approval. I received an email today with a new design plan. It is pretty simple and straight forward, but basically means I have to start from scratch!
Now the dilema...I am very close to the high end of my initial price/time estimate. I told client this last week and also made the mistake of saying I would finish the site for my initial quote.
Half way through, the client decided they wanted to incorporate a blog into the site. The blog was not part of my initial estimate and was not part of the work I said I would finish up without going over my quoted price. Yet, the Client mentioned it again today.
The way I see it, I either finish the site for the origional quote and put how much more, unpaid, work into it...yet make the client happy. Or keep charging, finish the site as requested (blog included?)...but end up with a client unhappy with the larger bill.
Oh...and the client has asked several times if she will be able to update the site on her own. I get this with almost every site I build. I understand people like/need to cut costs, but this question really gets to me. I'm not in the teaching business!
I truely believe the client is not intentionally trying to be diffucult. For some reason, I just don't think they understand that all the constant, little changes are time consuming.
I own a web design firm. In building the company I've experienced all of the ups and downs that come with it. I FEEL YOUR PAIN! :)
There are 2 ways of quoting...
1) Flat price
2) Estimate + hourly for overage
Personally, I dont mind doing a flat price because I quote the amount that we should safely be able to finish the site in even if the client is picky. This usually accounts for 3 different concepts and atleast 8 hours of adjustments for the main template. So...yes, its a pain in the ass that the client wants to start from scratach on a new idea...but i'd roll with it if those were the terms.
The Add-On work though...thats outside of your scope of work and you should charge. But you should tell our clients about this from the beginning. You should make it clear that additions outside of the "scope of work" will be added to the original quote.
The client and you are equally at fault here. The client is adding on and being a pain....but more importantly, your communication of your pricing structure doesnt sound like its been very good.
I dont think that if you tell the client that the add-on will cost more he will be pissed. If you add it on the bill at the end then yes, he probably will be.
I would tell him you have to charge for the add-on but that the rest is on the house. Work on your communication about your pricing. Being up front will save you from a lot of trouble. Stand behind your policies and you will be rarely be questioned
Good Luck!
[edited by: tedster at 3:04 pm (utc) on Oct. 20, 2006]
In the change request, you should specify:
- what work he's adding to the job
- how much you plan to charge him for it
You might want to break the additional work down into hours and quote him an hourly rate. This makes it more difficult for him to argue that you should do the work for free, because he can see how many hours free work he's asking for.
Then ask him to sign it - it's up to him if he goes ahead or not.
It's unfair on him to ask him to go ahead and pay you an unknown sum without you giving him a quote in writing - and it's unfair on you for you to commit to doing an unknown amount of work without a written spec.
hth, a.
You also might consider structuring your agreements with the following:
=> A base cost for a project (you can factor in changes also)
=> Additional project changes (from the client) billed hourly...
You must be clear with a given client..that if you have produced considerable work and have met your deliverables...and then they change the parameters of the project...basically forcing you back to square one...that you must charge for the additional work...plain and simple...
Otherwise, some clients will simply continue to strong arm you into more work ... for even no pay...not a good place to find yourself...
Do you have a contract with this client?
Really? I love teaching people about things I know. I find it extremely satisfying especially when the people are truly grateful.
Most people love to talk about what they know.
Why not?
My client and I have agreed to meet half way on the price. And hopefully they realize that all these changes are time consuming.
Web design is just a "sideline" for me. I've never used a contract and I know that is just asking for trouble. I never work without a deposit to start and since my clients are basically all word of mouth referals, I'd like to think my past clients' recommendations are guarantee enough that I will deliver as promised. I guess I'm too trusting of people. I'm very careful not to take on projects beyond my ability level. My clients pretty much consist of small, home-based businesses who need basic, static sites.
I usually end up ammending my policies after most projects and this will be no exception. I often wonder if clients actually read my policies, though.
Somewhat off on a tangent...surely I'm not the only one who builds websites on the side. Anyone in the same boat...do you handle it any different than a full time business?
The best feeling in the biz is to quote a proper price and have your client not bat an eye. That means they know what you're worth. The worst feeling is accepting a job from a cheapskate who nickle and dimes you to death. I've learned the hard way that the latter is not worth the trouble.
Set your expectations clearly in the beginning and everyone is happy.
now after being all these situations i dont start project untell and unless i am very clear with the client's exact requirements and i have made a habbit to send a feature list with needed details to the client when i am just about to get the advance for starting project so that i am crystal clear with the client on requirements of the project and this email can support me if something bad happens ...
safety is a good thing so always try to get paid in regular installments time to time during development after you finish and upload / handover a working section of the project this way if at any point you have problems with client you can end your contract without bearing loss and also the client will not have serious problems as he has got what he paid for...
I agree to the fellow here who told you to understand the personality and professional attitude of the client asap ... it helps really , sometimes customers are really cool and kind and co-operative and sometimes (very rarely with me luckily) they just want to make waves to save their bucks after getting working project from you...
so once you understand their attitude you will plan your payment / development strategy accordingly.
I start the communication very early where I can a problem developing. When the very first request comes in that I perceive to be out of scope I tell the client that I can do it, but it will take me more time and I will have to charge for it.
Now, not to sound like I have a heart of stone here I will under very limited circumstances just make a change if 1. The client is paying a lot and is profitable 2. The change is easy to make 3. I can expect good referrals and/or testimonials from the client.
However even if I make an exception I have found it best to keep that exception just that an exception and not a rule. I also still add this to my invoice, but add a comment that says something like complimentary service and put the hours and price it would be just so they know there is a value to it and I gave it to them.
Fortune Hunter
Further when trying to close the deal it tremendously helps
But you still need to “teach” the admin side :) it’s called customer service! And it’s lot o’fun.
