I was assigned an uncomplicated task - to extract a few page elements and establish a connection through Include. I accomplished it successfully. I was also tasked to develop a feature that sends emails both with and without attachments from the website. After testing on my hosting, the website functioned correctly.
However, upon presenting the product to the client, the email feature did not work as intended. Specifically, the email attachment would download instead of being sent. Now, I am attempting to contact the client's hosting provider for a resolution. I am unsure whether I should terminate the contract as it may affect my rating.
I wonder if I should reach out to support and explain my situation, highlighting that I completed all tasks successfully, but the client is unable to operate the product due to their lack of technical proficiency.
When clients come to you, it's typically for one of two reasons:
1) They have the knowledge and ability to perform the task, but lack the time or motivation to do so.
2) They lack the knowledge and ability to perform the task, and therefore seek out your expertise.
The majority of clients fall into the second category. So why might a client belong to the small minority that falls into the first category?
Is it the client's responsibility to do the task themselves?
One effective approach is to negotiate with the client for remote access to their system and complete the task yourself, ideally for an additional fee. However, if you offer your services for free, there is a higher chance of receiving a positive review.
What were the preliminary arrangements made? Your interpretation suggests that the client implied, "You write the code, I'll handle the uploading and configuration myself," but this is incorrect. In such cases, you can rightfully demand an additional fee for the extra responsibilities you are taking on.
However, if you have agreed to set up the server and the client has chosen a problematic hosting service, it's best to be understanding and educate them on the matter. Try to guide them towards purchasing a different hosting service as per your recommendation.
I agree that the specialist's task is to explain the solution to the client in clear language and provide a cost estimate. It is not necessary to go into technical details that the client may not understand.
Trust is important in any client-specialist relationship, and it is up to the specialist to ensure that the client is comfortable and confident in their abilities. Just like in the case of a doctor, a client trusts that the specialist will do their job with expertise and professionalism.
It seems like you have encountered some difficulties with the email feature of the website you developed for your client. In this situation, it is important to maintain open lines of communication with both your client and their hosting provider.
Before considering terminating the contract, it would be advisable to reach out to the client's hosting provider to seek a resolution to the issue. Explain the problem you are facing, provide any relevant details, and request their assistance in fixing the email attachment problem.
Simultaneously, it would be helpful to inform your client about the situation and express your willingness to work with them and their hosting provider to resolve the issue. Emphasize that you have completed all tasks successfully and that the issue lies with the technical proficiency of the client.
By proactively addressing the problem and keeping all parties informed, you demonstrate your commitment to providing a quality product and maintaining good client relations. Ultimately, termination of the contract should be considered as a last resort if all attempts to resolve the issue and meet client expectations have been exhausted.