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Old 21st October 2005, 11:08 AM   #1
ali
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Join Date: Oct 2005
Location: Germany
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Default Advice for handling the customer

I really appreciate your input on this. As I had stated before, I don't advertise anywhere that I do websites, but occasionally I do get requests, and I do them if it is within my qualifications.

I do have a request from a client who I will be meeting next Tuesday. During our phone conversation he started giving me web links of various websites, telling me he likes this part on this site, and another part on another site, and at the end nothing really fits. I have basic concerns, which I tried to explain, mainly to have a search engine friendly site and not only flash, that I can try to combine both, to satisfy his needs but also Google and such. I told him that I had explained all of this to his partner and had agreed with a combo, his reaction was that his partner is no longer in the picture, that from now on he is the boss. Hmmmm I thought one of the benefits of having your own business is no longer to have bosses

He was so rude about my coments, that I was shocked, I mean I am trying to think of his long term benefit. Now, would you not care and do exactly what he wants? or would you take the time to explain over again at the risk of losing an income. One thing for sure though, if he does act as rudely when we meet I am not so sure if I want his business, since I do enjoy working with the customer as a team and always do more than what is required. sorry for venting a bit, today doesn't seem to be my day

your advice is appreciated.
thanks

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Old 21st October 2005, 01:12 PM   #2
zymsys
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I figure I have a responsibility to give the best advice I can to my clients. If they insist on going ahead with something I've recommended against, I'll do my best to make it work their way. If I want them to respect my opinions, I think it is only fair that I also respect their opinions. I know I'm supposed to be the expert and that's why they've hired me, but if they don't want to make full use of my experiences that's ok too.

On the other hand, I won't tolerate rudeness from a client. More often then not when I've explained this to a rude customer, and asked them to seek services elsewhere they've apologised, asked to stay with me, and never been trouble again.

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Old 21st October 2005, 02:05 PM   #3
ali
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Thanks, your point is good. There is never a reason for rudeness, I am respectful and in order to have a good relationship it has to be from both directions. I shall see, if on Tuesday he does act the same way as he did today, I think it would be best if I tell him to seek services elsewhere.

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Old 22nd October 2005, 10:25 AM   #4
esearing
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Do not make a client mad or leave him. IF what he wants is going to be more difficult or adds to the amount of time than what was originally agreed upon, then he should be charged for it. Usually money backs them down.

I have one client who is a control freak. I do it his way first (but kind of sloppy), ask for his feedback, then slowly change it to something that works.

IF he is unconcerned about design, SEO, and usability, then give him what he wants. He'll be back when he realizes there are no sales. Just document your feedback from him so when he tries to blame it on you, you have the power to fight back (and ask for more money).

I do not have formal contracts with my customers but I am considering a basic document to keep projects within scope and to limit issues like this.

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Old 22nd October 2005, 02:36 PM   #5
ali
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easering, thanks and I agree with you. I have prepered a ppt presentation of what is most beneficial, a site map and important notes, therefore in the future if he does return with complaints than it will not fall back to me saying I should have advised him of the important details. But never have worked with "control freaks" guess I can manage that, but a mutual respect should exist I think, even as an employee I would not tolerate to be treated less than that.

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