Brandon,

1) Do you have a contract with this customer?
2) In the contract, did you list everything that would be done?
3) Did the customer understand at the time of signing the contract that you
would charge extra for anything that was not agreed to at that time?

I myself have a customer who tried to get a number of changes at the last
minute, and I immediately told him that anything that was not specifically
stated in the contract would come as extra. I have learned that any time you
deal with a customer, you should always have a contract, and always put into
it that any work not noted in the contract will come as an extra fee.

I would set up a meeting with your client and let them know that you have
done as they have asked for their site, and that the other part of your fee
is due. I would also tell them that any additional changes will cost them an
extra fee, as you have completed what was originally agreed upon. If the
client does not want to work with you, then sometimes you have to bite the
bullet and give them up as a client. But be firm and insistent on the fact
that you have completed all work as was agreed upon and that your fee is now
due. You could even go so far as to create an invoice, copy the original
paperwork, and send it to them. Sometimes the best remedy is to just be
upfront and stand your ground.

HTH,

Jami

----- Original Message -----
From: "Brandon Coughlin" <bcoughlin(at)urx.com>
To: "HWG-Business(at)hwg.org" <hwg-business(at)hwg.org>
Sent: Sunday, March 10, 2002 6:49 PM
Subject: Customers


>
> I have a client that gave me a complete print-out of all the text he wants
> on his website.  It is a small-sized website consisting of only about 12
> pages.  His print-out included all the text and the type of graphics he
> wanted on his site.  At the time I thought this was an excellent way of
> showing how he wanted the material presented on the website - until he
said
> that he was not going to send me anything electronically.  Everything was
> going to have to be typed by myself.  I quoted a flat price to do all the
> work. He paid 50% of it up front.
>
> The site is now completed, according to the print-out he supplied me.  I
> have included all the text and graphics he requested. Now it is time for
him
> to pay the rest of the invoice.  However, he seems to be constantly coming
> across things he wants changed or "corrected" to "sound better".  He
refuses
> to communicate via email, he insists on long distance calls or faxes.  He
> conveniently finds ways to call me when I am out of the office, and
requests
> a call back.
>
> My question is this...
>
> Since I have completed all the work that was included in his print-out, do
I
> have the right to charge him extra for these "changes"?  Where do you draw
> the line?  What about the long-distance calls? It is starting to get a
> little expensive as I did not include this into the project price.
>
> Thanks!
> Brandon Coughlin
>
>
>

HTML: hwg-business mailing list archives, maintained by Webmasters @ IWA