Forum Moderators: LifeinAsia
Anyhow, I’ve never felt the need to use contracts (great business head here!) because I’ve had great clients. However, my two most recent clients are about driving me to drink. I’m usually pretty clear about what I’m offering for the price they’re paying. But it seems, these two clients are really taking advantage of me.
The first one gave me a clear – It looks great, publish it. Then days later, they wanted major changes and couldn’t believe that I wanted to charge them for my time. I’ve got some nerve wanting to be paid for my time and energy, huh? Then they asked if I would do maintenance on the site. I said sure a few changes here or there, no problem. I literally get an email every two days for additions or removals. These people are insane! I have been paid through June to continue the maintenance on the site. So my question about them is, would you just grin and bear it and tell them to buzz off when the time expires or would you refund the remaining balance and tell them to buzz off early? There is no way in Hades I’m keeping them on as clients when the term is over.
Now, the other issue I have with another client. No contract with them either…brilliant, huh? Anyhow, I’ve done 5, yes 5 mock-ups that they keep wanting changed. My site clearly says I’ll do 2. It’s 2 ladies running this small business and apparently they don’t read the emails they each send to me. One of them likes the blue, the other wants it changed to green. One wants this font, they other wants that font changed. The list goes on and on! So I think I need to email them letting them know that they need to get together and put their final thoughts into ONE email and I’ll do one more mockup.
Let me also mention, their site is mostly handmade graphics by me, because they want to use ridiculous fonts that not everyone has, so I have to make graphics and slice and map them. Plus they’ve taken weeks and weeks to get me just general info. I’d also like to draw up a contract too, so I can outline what I will do at this point, but do you think it’s to late for this? Do I just need to grin and bear it with them?
I’m so tired of people not getting it. I know they’re not designers and don’t know the ins and outs, but geesh, some of it is common sense, ya know? Thanks for getting through this and I really do appreciate any and all help and advice that anyone can give.
Stephanie
[edited by: coopster at 3:15 pm (utc) on April 25, 2009]
[edit reason] no signatures please TOS [webmasterworld.com] [/edit]
I said sure a few changes here or there, no problem.
With your problem clients (no- make that ALL your clients), make a contract NOW specifying the limits to your work. Explain that going forward, the contract will apply to any work performed (or not performed). And make sure that ALL requests/approvals go through e-mail or fax so that you have a paper trail.
After that point, anything outside the contract should result in a message from you stating that it is outside the contract, but you would be happy to perform it at $X price. Problem solved.
If they don't like it, they can go elsewhere. And your problem is still solved!
In regards to refunding any money, look at it on a case by case basis. In some cases, it may just be worth it to refund some (or even all) of the money just to be done with them.
It’s 2 ladies running this small business and apparently they don’t read the emails they each send to me.
Thank you so much for taking the time to respond to me! Now I'm going to go back through your advice and start my emails to my favorite (note sarcasm!) clients!
Stephanie
[edited by: coopster at 3:16 pm (utc) on April 25, 2009]
[edit reason] no signatures please TOS [webmasterworld.com] [/edit]
I have learned my lesson! I've started working on a general contract that can be easily changed on a case by case basis.
I completely agree with Asia about contracts, but an alternative to a full blown legal contract is a simple letter of agreement that states what you will deliver, for what price, and when. My typical "contract" is actually just one page and has these major items in it. For most of my web projects this is all I use. When I start getting into consulting work as well they get a little more detailed and may run several pages, but in those cases I am being paid about 10 times more money so it behooves me to be a little more detailed.
No matter what format you use though NEVER do a project again without a written agreement of some type. A contract written with the most pale ink ever made will out do the "best" memory everyday :)
Handshake deals are okay for beer and barbecue but little else.
For "x" I will do "y" by "z". (Signed) or (paid) will get 'er done.
