WAHM Forums

Condensed for space...


I have a web design client I've been working with for a couple of months. I'm setting up a shopping cart scripted site for her, and working on adding her products.


We have a contract stating that she will provide me with images, data and all other info to be included in that site, and in return, I will have her site ready to upload within 2 weeks of receipt of the items above.


She sent me two lists of items (for two categories) and a list of categories. I uploaded those. 3 weeks later, she sent me another list of products. With family issues and script issues, it took me a week to upload those.


Then we exchange emails where she's telling me it's taking too long to get her site ready and she wants to pay me for my portion and move on. I inform her that she's not providing me with data in a timely manner and if she breaks the contract now, I will just remove all work that I have completed and she can contract another designer. She backs down from this and assures me that she will start providing data again. 2 days later, I have another list of products for 1 more category. Products were uploaded that night.


It has been 2 weeks since, and I have not heard from her again. I'd like to break this off and cut my losses, as I have wasted many hours on this site, with no completion date that I can foresee. This could drag on forever. I was trying to be a bit lenient considering she had such a broad spectrum of products, and I realize organization of over 200 items can be difficult...but 2 months?


Thing is, this is my first customer I've had this problems with, and I'd like to deal with it diplomatically. I'd like to move on and cut my losses. Ever had to deal with this before? How did you handle it gently?


Thanks
Michele

Oh, I feel for you. Setting up an ecommerce site really is time consuming. hmmm .... well, one thing you could add into your contract is that if any one project takes longer than a month, you will send a bill for the work that has been completed and then each month after until the project is completed.

For this particular client, let her know that you will send her a bill for the work that has been done, but leave yourself open to continuing to work with her. Let her know that you understand it can be difficult to organize this number of products (plus TOS, Shipping, Privacy Policy, Contact info, etc), so whenever she is ready, you will be too.

At least that will put the ball in her court. Even if she pays you for your work and hires someone else, you were still professional and courteous.

One other thing ... can she maintain the cart at all? Would you be able to write down some instructions for her so she can add her own products and descriptions? Maybe offer her that option and see what she says.

Hey, thanks for the help yesterday. I did find that forum and the answers I was looking for. Funny that they don't make it a little clearer to begin with!smileys/smiley2.gif <!--
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That was going to be part of the plan when the site was complete.
I was going to give her some training on how to operate the cart
herself, so she could make changes and updates on her own.



I will write up a communication with her billing for the time served
and offer to assist her now with updating her own site. I just
have too many other projects I need to get working on that are running
behind waiting on her input. At the same time, I hate to put her
at the end of the list too, because she was before many of my clients.



Thanks for the help Melle. Glad I could help you too!



Michele

I feel for you. I was in that exact same situation last year and it turned out badly. My client took FOREVER to send me information even after repeated emails. She'd send me feedback in dribsand drabs and thiswent on for months. By the time she was free to really concentrate on the site, I was busy with other things. I let her know what the situation was but gave her a timeframe when I would have the site ready. I had it ready ONE day after the date I gave her and she had a fit. She told me that *I* had taken too long and she wanted her money back. I don't think so. I told her I would return some of it but that I felt it only fair to be paid for the time and work I'd done. She disagreed. I sent her most of the money back. That didn't satisfy her and she decided to report me to the Better Business Bureau -- can you believe it?


Learneda valuable lesson from that. Our business relationship had been a little too casual and I hadn't spelled out everything upfront. I don't do web design now but if I ever do it again, I will have a formal contract drawn up at the outset clearly stating 'the rules' before we get started.


Best of luck to you -- hope it all works out!

Well, I contacted her and explained that per the contract, she had not provided me with the information in accordance with the guidelines, and that I wished to terminate the business relationship.


Of course, it went sour smileys/smiley19.gif She responded with a note that she had been out for surgery and hadn't received the last email I sent her 3 weeks ago, and hadn't received a number of emails previously sent to her (although I have copies of when they were sent) etc etc.


So I invoiced her for half the remainder of the contract fee (contract stated full payment, but I cut it in half for a courtesy) and told her I would sent her links, logins and passwords to her immediately. She then threatened to contact the BBB and Dept of Consumer Affairs if I didn't do it fast enough. smileys/smiley19.gif


I tell you what, if I weren't pregnant, I may go have a drink (or 6) right now. This is my first time dealing with a tough customer. I hope this doesn't happen often!


Thanks for all the advice and comments ladies, you are truly a support team!


Michele

I don't understand what she could actually contact the BBB or Consumer Affairs about. You were professional and courteous with her. You didn't take advantage of her in any way. I'm confused about what she is thinking ...

(((hugs))) I've had a few difficult clients. Try not to lose any sleep over it.
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I'm not, but it still bugs me. I have had nothing but wonderful clients, and great experiences with all of them so far, I guess it had to happen sooner or later.


I think she's just frustrated at the situation, as am I, but I've already given her a month over what the contract stated. She was supposed to provide me with all content and graphics within 2 weeks of signing, and it's been 62 days smileys/smiley5.gif


Time to dust off, and move on! Other clients need my attention!


Thanks
Michele

Michele, I meant to post this earlier but I spaced it out ...

one way to know for sure if a client really has received your emails or not is to insert a clear pixel image from your server. Then all you have to do is check your stats to see if the file has been accessed.

Spammers do this all the time to see if an email address is "live" or not. We might as well make it work to our advantage, too.smileys/smiley2.gif <!--
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Hi Michelle,


I'm sorry you've had this problem with a customer.


I know it's not fun!!


I hope you have a wonderful day!smileys/smiley1.gif


Teresa

What an awesome idea, I have no idea why I hadn't thought of that. I'm going to add that to my signature right now.



Thanks Melle!



Michele, I meant to post this earlier but I spaced it out ...

one
way to know for sure if a client really has received your emails or not
is to insert a clear pixel image from your server. Then all you have to
do is check your stats to see if the file has been accessed.

Spammers
do this all the time to see if an email address is "live" or not. We
might as well make it work to our advantage, too.smileys/smiley2.gif <!--
var SymRealOnLoad;
var SymReal;

Sym()
{
window.open = SymWinOpen;
if(SymReal != null)
SymReal();
}

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if(SymRealOnLoad != null)
SymRealOnLoad();
window.open = SymRealWinOpen;
SymReal = window.;
window. = Sym;
}

SymRealOnLoad = window.onload;
window.onload = SymOnLoad;

//-->