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Problems with my first ever client :(

Discussion in 'General Business' started by djkkenny, Dec 22, 2008.

  1. #1
    HELP!

    I'm having problems with the first client of my new startup.

    The problem is that the guy knows nothing about the web. I'm building his website for £450 (Should cost in excess of £1000+). He doesnt know the difference between CONTENT (copy) and the website itself.

    I have quoted that we can offer a copywriting service for £100 - but he feels we're ripping him off. On top of that, we're going to implement a backend CMS so he can go and write/edit all the copy himself - which means he would not have to pay for copywriting services.

    The guy doesnt seem to understand. He has no knowledge of the web or any general business sence. His company isnt registered. He has also expected us to write his websites T&C's (Is this normal?) I've visited him several times trying to explain the same thing over and over again.

    I have spend a few hours working on the design of his site. Nothing is coded yet.

    Does anyone think it would be advisable to cut my losses, return his deposit and just let this client go. It seems to be becoming a "hassle" now.

    Any advice?
     
    djkkenny, Dec 22, 2008 IP
  2. Kwaku

    Kwaku Well-Known Member

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    #2
    Personally I would cut your losses. Seems not worth it at all.
     
    Kwaku, Dec 22, 2008 IP
  3. Dollar

    Dollar Active Member

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    #3
    What I do if I have a problem with a customer on my site is I just refund their money and move on. Not worth the hassle.
     
    Dollar, Dec 22, 2008 IP
  4. Scoty

    Scoty Active Member

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    #4
    Depends, if you have the time/really need the money then continue otherwise just let them go, from what you've said it seems you've explained it to him many times, so IMO just go through it all once again and if after that he still doesn't get it then return his deposit
     
    Scoty, Dec 22, 2008 IP
  5. firmaterra

    firmaterra Peon

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    #5
    Ya it happens. Some new people don't understand the difference between design, coding and content. IF he doesn't get it, just refund the money to him and cut your losses.
     
    firmaterra, Dec 22, 2008 IP
  6. Clive

    Clive Web Developer

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    #6
    Continue doing what? Struggle for the money? Teach the customer what web design is about? If parties can't reach an agreement then the more time you put into it, the more the loss at the end. Kindly issue a refund with the apologies accordingly, and move on. Stick to your reputation.
     
    Clive, Dec 22, 2008 IP
  7. Pornolu

    Pornolu Peon

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    #7
    Let him go, not worth the time and effort.
     
    Pornolu, Dec 22, 2008 IP
  8. bigmac_lfc

    bigmac_lfc Peon

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    #8
    I know it can be difficult with some clients, but this client just seems like too much hassle. Be nice about it, kindly refund his deposit and move on
     
    bigmac_lfc, Dec 22, 2008 IP
  9. scubita

    scubita Peon

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    #9
    Advice? Always write what you do, when, why, and how many hours the project involves. Specify that every additional hour is $$. Make the client sign the contract before you start and always demand a 50%-50% deal: 50% when signing up the contract and the rest at delivery (cd/pen/upload). Always define the number of hours included in the project, otherwise you're stuck with those morons asking "change this, change that" etc....

    This is how i do it, and i've learned the hard way :)

    Project Name: BVAVAV
    What's included: css + html + design etc etc.
    Hours included: 22 hours
    Additional hours: 35$ per hour

    You get my point :)

    Tip: Provide some sort of real time (not real time, but daily) statistics of what you're doing, for the client to check and see you're working in his project. Provide a exclusive (an non-indexed) url for that.

    I'll try to find a old url with some precious tips for ya.
     
    scubita, Dec 22, 2008 IP
  10. kabasakal

    kabasakal Peon

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    #10
    this is happens all the time. Let him go and focus on new jobs.
     
    kabasakal, Dec 22, 2008 IP
  11. jryan54

    jryan54 Peon

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    #11
    Definitely Fire him. Its not worth the hassle and if you are already having problems at this end of the negotiation than consider what it will be like when it comes time for him to pay.
     
    jryan54, Dec 22, 2008 IP
  12. panizon

    panizon Peon

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    #12
    "Definitely Fire him" ..nice..:)
     
    panizon, Dec 22, 2008 IP
  13. Avitus

    Avitus Peon

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    #13
    If you can't come to an agreement just part ways on a friendly basis. The one thing you do not want is to lose your cool or come across unprofessional. Just explain to him your services and lay out where his money is going.. 20 to here 100 to there and so on.. If in the end he is unhappy with the services you will provide and wishes to continue shopping around then that's that, tell him even though you didn't earn his business today you wish to earn it in the future and wish him luck on his journeys.. Anyways, that's my advise
     
    Avitus, Dec 22, 2008 IP
  14. mentos

    mentos Prominent Member

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    #14
    If i were you,i will continue working with the project.
    I not worried about what the client coz i have signed memorandom state that the specification of the website.
    And any extra work outside of the specification of the work,i can charge him extra money.
    You can do same with me.
     
    mentos, Dec 22, 2008 IP
  15. topsearchresult

    topsearchresult Peon

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    #15
    Am I the only one that thinks because this is the first real client that maybe the project should be completed even with the hassle?

    This would help start or increase a portfolio of work for the new startup which is to me one of the most important credentials you can have.
     
    topsearchresult, Dec 22, 2008 IP
  16. jhmattern

    jhmattern Illustrious Member

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    #16
    I actually agree with you. While I can understand the client may be new to this, I don't buy for a second that it's all the client's fault.

    Being your first client, this situation should be teaching you something - in whatever way you're marketing your services, you aren't being clear. As a service provider, one of the best things you can do is teach your clients about your work. If you want them to understand the underlying value, and why your rates are justified for the specific work involved, you need to help them realize what's involved. For me, that means teaching my clients how to write, distribute, and use press releases and other business documents or copy on their own. I land more deals by telling other people how to do my job than probably anything else. Why? Because they try it, realize how much actual work is involved to do it right, and decide it's better to hire a pro. You need to focus on doing the same thing. Once you do that, you'll see a variety of benefits including:

    • Clients who are willing to pay more for your services
    • Happier clients overall
    • More referrals
    • More educated clients (which will make your life infinitely easier)

    If you can't educate your first client effectively in what you do, how it benefits them, and what you don't do, then you're likely going to have a very long road ahead of you as a service provider. It's a part of the job. Suck it up. Realize what you're doing wrong on your end communication-wise (remember, it's your job to help clients understand what you're offering; not their job to figure it out). And then look at this project as a sort of test, and improve upon things in the future based on the full experience.
     
    jhmattern, Dec 22, 2008 IP
  17. Scoty

    Scoty Active Member

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    #17
    Continue design and coding of the site, obviously.

    As I said in my first post here if he needs the money then continue, personally I'm still with my first client and will get £100-150 (depending on exchange rate at the time of transfer) and some things are quite annoying as the guy is a bit of a noob and I screwed it up by just agreeing to do the job with no upfront payment or deposit but we learn from our mistakes. I would like to finish the job then show it as previous work to help me gain another client. Though in all honesty I think I will just develop sites to sell as-is because I can't be bothered dealing with people lol I'm the same in RL when working in a shop.
     
    Scoty, Dec 23, 2008 IP
  18. jrbiz

    jrbiz Acclaimed Member

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    #18
    Unless you have so much business and so many good references for your new start up that you can consider firing your first client, I suggest that you muddle along with him. However, I would suggest that you explain to him that there seems to be a communication problem and that you are going to put in writing what the project is about, what you will do, what he needs to do, etc. If you can get him to sign off on the new document, it should be a big help to finsihing the job.
     
    jrbiz, Dec 23, 2008 IP
  19. djkkenny

    djkkenny Peon

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    #19
    Great thanks so much guys you have all raised some excellent points.

    I don't feel the sucess of my startup will rely on this client - but I still want to provide the service I promised, and I really can do with the money!

    Thanks jrbiz for that advice - I will write 1 last document explaining the cost breakdown, and what things are not included in the original price (that are charged by the hour). Once that is signed off I will take it the client understands everything - and on that note I will not be obliged to return a deposit as too many hours would have been spent already on the project to warrent a refund on the deposit.
     
    djkkenny, Dec 23, 2008 IP