Hello everyone! I’m new here and I wanted to get some opinions, if you have some time! This is going to get REALLY long, so bear with me if you can! I’ll at least make readable paragraphs! I have been designing sites and graphics for over 10 years now. However, I’ve completely under priced myself for too long. Most of my clients are stay at home moms (like myself) who have businesses they run from home, usually children’s clothing for sale. You get the idea! 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 Stephanie Akerman Designs
First, if your terms and conditions are clearly stated on your website, then they have already in effect agreed to a contract. Second, you are only digging your own grave if you continue to allow customers to take advantage of you. Point them towards your terms and conditions if they have any questions. Second, are you asking for a retainer? If not, I suggest doing so. It's important to be compensated for your time, especially if customers like those you described think they will get anything more than what they paid for. Some of them will be disappointed and go somewhere else without paying you your full fee, but you'll at least have the retainer as compensation. Third: You mention you are undercharging your customers. Do you mean just in terms of standard rates, or are you referring to the abundance of services you supply without continuing to charge them? If it's the latter, I can't blame your clients. It's up to you to let them know what the terms are and to enforce those conditions. There are always more customers, especially if you are good at what you do. Don't feel like you have to bend over backwards for anyone.
Thank you for your advice. I'm going to direct the second clients to my website terms. Hopefully they'll get it together and I can wrap this project up! Also, to answer your question, if a project is under $500, I require a full payment up front, over $500 and it's 50/50. I just realized that I do more than what I'm charging for and I'm putting my foot down. I understand that it's my own fault for doing that, and it's time I set my own boundries and stop letting clients do it for me. My next clients will be getting contracts with exact specs included, I've learned my lesson. Again, thank you for taking the time to respond! Stephanie Stephanie Akerman Designs
Genearlly when I am doing projects for poeple and I know there is more than one at the start of the project I request that between them they find one single person/email address that they will contact me through. This can be a plus as if someone doesn't like anything you can quite clearly say well you should have talked to your rep, also it stops the problem where on person emails one thing and someone else tells you something else. You should be kind, sure you say only 2 revisions but maybe do 3, but you are going too far and been too nice 5 is really pushing it and you should point this out to them, Your running a business not a charity.
You're right about this too. I'm going to do this. I have to get a little rougher with these people, but I know that means I have to be more clear as well. So thank you for your time and advice, I do appreciate it! Stephanie Stephanie Akerman Designs
The best thing is to create a written contract stating exactly what you are offering and what is included with your services. Always underpromise and overdeliver!
Hi Stephanie, I think you touched on 1 very important detail you should re-consider 10 years experience... Under Priced You really need to stop underpricing yourself... especially with 10 years experience! It's "very not good" for the long term! The faster you stop, the faster you'll start building a client base that is worth your time and experience... and that understand your time/ prices! I would bring my prices up to where I would be comfortable doing unlimited revisions until they sign off... and then send them an email that they need to "sign" by typing their name and the date in the reply that explains "your terms" and any future charges that would be incurred if they need any "revisions" beyond that point. Doesn't need to be very complicated, but it will show them that YOU take your time and work seriously and you will do everything/anything to make them happy... but they need to take this "relationship" seriously also! By bringing up your prices you will cut down on the folks that are not very serious and don't get this "Internet Thing" and you'll then have more time to dedicate to people that are serious and "rely" on your work... and MAKE MONEY from your work!! It really doesn't take a HUGE client base to earn a good living with that model and it's a LOT LESS headaches! Obviously, some do "sneak in" from time to time because there will always be clients you can't satisfy, but they're a lot easier to "flush" when you have a majority of clients that appreciate and understand your prices and your time! I have a little twist on the old "the client is always right" saying... "the client is always right... until he exaggerates!!! Cheers, Pete
Thank you, Pete! I really just needed my peers to kick me in the butt. I know I'm better than what I'm charging and it's time to do it right! The great thing about being my own boss is I get to "flush" the bad clients out and not have to do their project. You are so right on with this advice. I really appreciate all of you taking the time to respond to my post, it really does mean a lot to me! I'm going to stick around and see what else I can learn from everyone! Stephanie Stephanie Akerman Designs