Generally, I seek advice from experienced programmers. I created a website for a client and added all the information they provided during the project. Now, after two months, the client is demanding additional information to be added to the site, and they expect it to be done for free. It's frustrating because they didn't provide this information earlier. How can I explain to them that this is not something I can do for free?
I'm even considering giving back the money I earned for the work and taking down the site from the hosting. Am I handling this situation correctly, or am I rushing into decisions? I need to express my thoughts, so please advise me on what to do.
1. It is important to resist the temptation to undo your work and return something, as it can diminish the value of your time and emotional investment in the job. The satisfaction of completing a task should not be undermined by the fleeting feeling of accomplishment.
2. Avoid conflicts with difficult clients by establishing clear terms and conditions from the beginning. Discuss the scope of work and pricing in a professional manner, ensuring that any additional tasks are agreed upon separately. If the client is not satisfied with the arrangement, they are free to seek another performer.
3. It is crucial to maintain professionalism even after the payment is received. Seeking revenge or engaging in conflict only tarnishes one's reputation. Reputation, gained through word-of-mouth, is more valuable than any advertising. By upholding self-respect and integrity, clients will continue to trust and seek your services, sometimes even years later.
It seems that you have encountered your first "forgetful" customer. And so it begins))
As with any endeavor, they say, "the most important thing is NOT TO PANIC!!!11" and refrain from taking foolish actions like issuing refunds or deleting websites. Trust me when I say that this won't be the last time you encounter such a client, especially if you plan on continuing down this path. In the future, you'll encounter more scammers, brain-eaters, bores, and other delightful categories of customers))
Regardless of how challenging the communication may be, it's crucial to remain polite, professional, and remember one simple rule: all work is done in exchange for money.
If there's payment involved, discussions can take place; if not, then perhaps they should seek assistance from the League of sеxual Reforms)
If there are many improvements and the customer feels entitled to them, politely explain that all additional improvements come at an extra cost according to the price list. If the customer refuses to pay, they will be blacklisted.
Sometimes, if your communication with the customer is good and the improvements are minimal, you can explain that usually money is charged for these changes, but as a bonus, you will do it for free. Consider it an investment in building a positive relationship for the future. This approach can improve the customer's attitude towards you and lead to further collaboration.
It is important not to delete the customer's website under any circumstances, even if you have the opportunity to do so. Such an action is fundamentally wrong, counterproductive, and often despicable. Why harm someone, even if they are difficult to deal with? Trying to teach them a lesson will only create more negativity, and the person may become even worse. It is unlikely that someone will suddenly change their ways just because their website was deleted.
They might become more cunning and difficult to work with. Furthermore, such actions will lead to less trust in freelancers. The customer may also share their negative experience with others, which could go viral and create additional challenges for freelancers. It is essential to maintain a friendly and professional approach in all conversations. This is what distinguishes us as people.
I would advise against rushing into any hasty decisions, such as refunding the money or taking down the website. These actions could potentially damage your professional relationship with the client and even harm your reputation in the industry. Instead, I would recommend approaching this situation with a calm and measured response.
The key is to communicate clearly and transparently with the client. Begin by acknowledging their request for the additional information to be added to the website. Express your understanding of their needs, but also remind them that this work was not part of the original project scope that you both agreed upon.
Provide the client with a detailed breakdown of the additional time and resources required to implement the new changes. Be specific about the estimated number of hours, the complexity of the tasks, and any potential impact on the website's stability or performance. This will help the client understand the true cost associated with the new work.
It's important to set the expectation that this additional work will come at an additional cost. Offer the client a discounted rate as a gesture of goodwill, but make it clear that you cannot absorb the full cost of the new work. Suggest a payment plan or a fixed-fee arrangement to make it more manageable for the client.
If the client is still reluctant to pay for the new work, consider proposing a compromise. For example, you could offer to handle the technical implementation of the changes, but have the client provide the new content or information directly. This allows you to maintain a professional relationship while also ensuring that you are fairly compensated for your time and expertise.
Throughout this process, it's crucial to maintain a calm and professional demeanor. Avoid escalating the situation or making any rash decisions. Instead, focus on finding a mutually agreeable solution that addresses the client's needs while also protecting your own interests as the developer.