Setting Limits
I do alot of websites for businesses and typically the process is pretty simple. Meet with the customer go over what it is they are looking for and go from there. I will tell them that I will build a page or two in order for them to see the direciton it is going in and then if they approve that i’ll build the rest of the site.
Seems pretty smooth….But, I found myself in a situation recently where I followed the same steps as always and then the customer decided they wanted the layout changed completely. Needless to say not a happy camper. We went back and forth about a few things but in the end I decided “fine i’ll change it all”….Well once that was done then it was a matter of changing the colors four times and the logo three times. Along with that there was about a dozen other changes that were made but then it got to the point that we were just changing the same thing over and over just to change it.
The thing is I have what I think is a very good website contract that I use. But, the problem is I did not stick to it in this case. In hindsight I should of pulled the contract out and said “look you signed this” but instead I tried to please the customer. In most cases you want to please your customers but by the same token you can’t be burning hours on something that are not part of the agreement.
Lesson learned….Stick to the contract.
4 Responses to “Setting Limits”
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March 31st, 2011 at 4:54 pm
It seems that people will push the limits of others constantly. I try to bend for people because happy clients are like billboards. However, the reality is you can’t please everyone and some people will ruin it for the next person.
A contract is good to have, but if you are bendable (like most of us are) you won’t think to look at that contract until you are sitting there at some unGodly hour working on their stuff because they wanted another change.
I am sure there are many of us that have been walked on and abused in this sense. Sometimes you have to put down the nice guy glasses and put your d*ckhead hat on!
April 6th, 2011 at 10:53 am
great read!
Thanks a lot.
Thomas
May 4th, 2011 at 8:15 pm
I agree with that Other Computer Guy There comes a point where you HAVE to say enough is enough and & stick to your guns at that point because these are the kinds of people that will take of advantage of you at every turn every inch of the way! We are in a business for profit.
im not saying we cant help people out but man oh man this kind of abuse is way beyond kind! Dan you should be commended & I do commend you brother!
Shawn
July 15th, 2011 at 1:44 am
We’ve been in the same situation. Finding the line between customer service and being pushed beyond acceptable expectations is a tough on.
Sometimes there are more things to consider though. If the web site owner is influential in your community, it may be a plus to keep the client happy. There is nothing like word of mouth to promote business. On the other hand, if the same site owner tells other businesses that you can be taken advantage of (of course, not necessarily in those words but you get the point), then you may be setting yourself up for future problems.
Our design process normally heads major problems off early. We do our best to keep the client aware of all design options and we show the value of our design with enough conviction that it’s typical for “problem” customers to end up being happy with the results. Of course, there are always exceptions to every rule!
Good luck in the future!
Alpha Solutions