Problem Clients...
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- Gene Page
- Hero Rocketeer
- Posts: 289
- Thanks: 0
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I could joke around about certain clients who take over the design of their project to the point I don't want to have my name on it... or the ones who call me because of a problem they're having with yahoo...
But the thing that really gets me is when I build a website or system and the client doesn't use it. That's what I want to talk about today.
I teach most clients how to use their Joomla or vTiger site, they seem to understand, but 3 months later I get a call, "hey, yeah, we never logged in to use the system, now we want to, but we don't remember any of it."... So I teach them again, and find out 9 months later, they still never used it.
That's frustrating. Like the "lead a horse to water" thing. These people are inclined to say the software isn't user friendly (but the way I set it up, it couldn't be anymore user friendly). Their websites start looking terribly dated because they never update the content (so it's not something I want in my portfolio). And worst of all, they really do miss out on the opportunities that webapps like J! and vTiger offer them.
Does any one have any suggestions? How do I compel these people to take the reigns on their websites? - Show Support for These Requests...
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- Cliff Pfeifer
- Preeminent Rocketeer
- Posts: 8444
- Thanks: 20
- Website Developer
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Plain and simple - send them a bill for the hours required for the work, or send them an estimate that says how much it will cost them for you to do what they are asking for before you do it. They'll figure it out pretty quick at that point. Works for me every time.
It's almost amazing how fast "troublesome" clients will disappear when they understand clearly that your time is not free. It's up to you to let them know. If they want to have control over their site so they don't have to pay you - then you're not getting anything out it either way - no reason to play along with that.
If their websites start to look bad due to their inactivity or misuse, then take them off your portfolio, or have picture of what it did look like and have a disclaimer. Either way, it's not something you have much control over. You have to decide if keeping it there is hurting you more than it's helping you and move on. - The difficult we do immediately, the impossible takes a little longer.
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- Charles Taylor
- Newbie
- Posts: 10
- Thanks: 0
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use Wordpress...Joomla makes clients quit thinking about updates, and makes them stop wanting to use their sites (broad sweeping generalization yes, but true)
also people use you more when billable hours don't get too crazy, so I would just rock with Wordpress..it's so much easier for both sides to enjoy.
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- Cliff Pfeifer
- Preeminent Rocketeer
- Posts: 8444
- Thanks: 20
- Website Developer
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WordPress or Joomla doesn't matter for me, I have clients on both that drive me crazy sometimes. It's not a platform issue, it's a matter of how you handle your business.
I tell them when I provide instructions and logins, feel free to do it yourself but at your own risk. If you break it, I charge by the hour to fix it. The more you give away, the more they'll try to take from you - it's the way of the world. Contracts, Invoices and Releases protect you from it. - The difficult we do immediately, the impossible takes a little longer.
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- Gene Page
- Hero Rocketeer
- Posts: 289
- Thanks: 0
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Cliff Pfeifer wrote:
WordPress or Joomla doesn't matter for me, I have clients on both that drive me crazy sometimes. It's not a platform issue, it's a matter of how you handle your business.
I tell them when I provide instructions and logins, feel free to do it yourself but at your own risk. If you break it, I charge by the hour to fix it. The more you give away, the more they'll try to take from you - it's the way of the world. Contracts, Invoices and Releases protect you from it.
I have a thorough customer agreement, but I hate to be the guy who points out each and every stipulation when they need help. I think you're right (in both posts). I just need to toughen up.
As for Wordpress, it's really hard for me to imagine making the switch back after all this time. I came to Joomla because at the time Wordpress was nothing more than a blogging platform. I'm sure it's come along way since then, but I'm fairly committed to J! for almost all company websites at this point. - Show Support for These Requests...
Automatic K2 Tags for RokSprocket ->
www.rockettheme.com/forum/index.php?f=16...86380&rb_v=viewtopic
Option for K2 Video instead of Image for RokSprocket (like JoomlaBamboo's ZenTools) ->...
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- Cliff Pfeifer
- Preeminent Rocketeer
- Posts: 8444
- Thanks: 20
- Website Developer
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I hear you. I try to be as flexible as possible with my clients, I'm not busting their chops about every little thing, and being able to accommodate their needs is an important part of running a business.
Having said that - there is definitely a point where the rubber meets the road - a line between good customer service and being taken advantage of. The best bet is to lay it all out at the beginning so there aren't any misunderstandings about how it works later.
A handy use for paperwork and agreements is being able to clear up any sudden cases of "memory loss" that your clients might experience when it's time to pay, or they need something outside of what you agreed to do. I've always found it odd that clients can remember 10,000 random details about things I need to do to their website - but the exact number of dollars they need to pay me seems to escape their memory. I wonder why that is....
It's all part of the game, not saying you have to be mean or get angry about it, just explain the situation in a professional way. Give the benefit of the doubt whenever possible and try to resolve it in a way that works for both of you. Just like in Roadhouse - be nice until it's time to not be nice anymore. But never let them dictate how you run your business, and don't be afraid to walk away if they start dragging you down. Don't let the bad ones mess up the work you do for the good ones. Roll with the punches, that's what it's all about. - The difficult we do immediately, the impossible takes a little longer.
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- drsawbones
- Sr. Rocketeer
- Posts: 154
- Thanks: 0
- Joomla Adict
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You make good points, it's so sad when one dumps their creative heart and mental soul
into developing a site or application, only to have it grow weeds and collect dust.
I've found that by engaging the client with information really helps to at least
make them feel like they are involved and learning, progressing and doing more...
and I do this by two methods:
[a] - learn from them) pick their brain for "what do you really want to do, if you could have any feature, magic button or thrill on your site - what would it be?"
- involve them in your research) try to email them links to exciting new info, J!news or their industry news as it relates on the net, and/or send them links to demo sites of really cool mods and comps to see if they will try it and like it.
I have one client, who when I got really sick long term last year, sent me chicken soup
[they are 2,000 miles away from me] with a note that said, "get better FAST - we can't imagine our website without you behind it!"
Going over and above the call of duty, by sharing information with your clients,
information that you are already digging up for yourself per-say, appears to
not bother those who are too busy doing other things to think "website" and makes
them think "website!!".
Regards,
Doc
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- Gene Page
- Hero Rocketeer
- Posts: 289
- Thanks: 0
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drsawbones wrote:
- involve them in your research) try to email them links to exciting new info, J!news or their industry news as it relates on the net, and/or send them links to demo sites of really cool mods and comps to see if they will try it and like it.
I have one client, who when I got really sick long term last year, sent me chicken soup
[they are 2,000 miles away from me] with a note that said, "get better FAST - we can't imagine our website without you behind it!"
Going over and above the call of duty, by sharing information with your clients,
information that you are already digging up for yourself per-say, appears to
not bother those who are too busy doing other things to think "website" and makes
them think "website!!".
Regards,
Doc
LOVE THIS! - Show Support for These Requests...
Automatic K2 Tags for RokSprocket ->
www.rockettheme.com/forum/index.php?f=16...86380&rb_v=viewtopic
Option for K2 Video instead of Image for RokSprocket (like JoomlaBamboo's ZenTools) ->...
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- agpsuser
- Sr. Rocketeer
- Posts: 103
- Thanks: 0
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drsawbones wrote:
I've found that by engaging the client with information really helps to at least
make them feel like they are involved and learning, progressing and doing more...
and I do this by two methods:
[a] - learn from them) pick their brain for "what do you really want to do, if you could have any feature, magic button or thrill on your site - what would it be?"
- involve them in your research) try to email them links to exciting new info, J!news or their industry news as it relates on the net, and/or send them links to demo sites of really cool mods and comps to see if they will try it and like it.
I have one client, who when I got really sick long term last year, sent me chicken soup
[they are 2,000 miles away from me] with a note that said, "get better FAST - we can't imagine our website without you behind it!"
Cool
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- Cliff Pfeifer
- Preeminent Rocketeer
- Posts: 8444
- Thanks: 20
- Website Developer
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That is awesome.
I'm just sharing my stories because I've realized that most problems I have with clients are because of how I handle my business. Learning from my own mistakes has helped me avoid having the same problems over and over. Setting the stage so there are no misunderstandings goes a long way in a business relationship in my experience.
While there are fantastic clients, there are those that need to be dealt with as well. Take the good with the bad and learn along the way, that's all you can do sometimes. - The difficult we do immediately, the impossible takes a little longer.
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