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What to do When an Outsourcer Disappears on You?

by Ehanson
8 replies
I have a client that requested something a bit out of my scope and I informed them I needed to outsource it to someone else who could get it done, since they've been a loyal client of mine. They were fine with that and paid me half to start the project to create a recreation of their website and convert it from Java to HTML.

The freelancer I outsourced to was given the project in late October and in my mind this is something that should have been done by now; they've been giving me updates every couple of weeks which I relay to my client which is good but I'm worried because it seems to be taking so long to get this done now.

There's just 2 small things to change based on feedback from my client: the font and the font spacing on the nav bar. I do this myself but the freelancer I'm using won't give me the login to the CMS and takes around 1 week to answer emails and return texts which adds to the slowdown in the chain of communication ... I almost think they don't quiet have the skill level to do this even though I took a look at their portfolio and sites they built looked more involved than what my client is asking for I'm losing my patience and I know my client is certainly losing his, even though he's been understanding so far.

What should I do? I'm not in the position right now to pay another, more reliable freelancer to start this over from scratch even though that's what I'd like to do so this can finally be finished and he can pay me the other half.

I've had good experiences up till now with outsourcing but this is one of the main reasons I'd rather not outsource client projects. Any advice?
#disappears #outsourcer
  • Profile picture of the author DABK
    Buy the files from your assistant. Yup, I'm talking about paying him extra.

    Then stop working with him.

    Always have backup assistants (and have the funds to pay a 2nd person for the same work). Which leads to: make sure you charge enough.

    Set aside money for this type of thing.

    But, the fastest way to not lose this client is to get the files fast and finish the work. And, I think, the fastest way is to buy the files....

    Originally Posted by Ehanson View Post

    I have a client that requested something a bit out of my scope and I informed them I needed to outsource it to someone else who could get it done, since they've been a loyal client of mine. They were fine with that and paid me half to start the project to create a recreation of their website and convert it from Java to HTML.

    The freelancer I outsourced to was given the project in late October and in my mind this is something that should have been done by now; they've been giving me updates every couple of weeks which I relay to my client which is good but I'm worried because it seems to be taking so long to get this done now.

    There's just 2 small things to change based on feedback from my client: the font and the font spacing on the nav bar. I do this myself but the freelancer I'm using won't give me the login to the CMS and takes around 1 week to answer emails and return texts which adds to the slowdown in the chain of communication ... I almost think they don't quiet have the skill level to do this even though I took a look at their portfolio and sites they built looked more involved than what my client is asking for I'm losing my patience and I know my client is certainly losing his, even though he's been understanding so far.

    What should I do? I'm not in the position right now to pay another, more reliable freelancer to start this over from scratch even though that's what I'd like to do so this can finally be finished and he can pay me the other half.

    I've had good experiences up till now with outsourcing but this is one of the main reasons I'd rather not outsource client projects. Any advice?
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  • Profile picture of the author Voasi
    I'd say in the future, you make sure to hire outsources on a "project" basis. Make sure they complete the work before money is paid out. That's a big lesson that everyone seems to learn at sometime.

    As for what to do for this specific project, did you get the source code? You should also make sure your outsourcer works on YOUR server and the source code STAYS there while working, so that if they get hit by a bus or anything else, at least you have it so you can get it done by someone else.

    If you don't have the source code, then get it. You may have to "finagule" this a little bit, but get it and "close out" with him and get someone else on it. You'll get your "profit margin" on the other 50% your client pays you once the project is done, so you may have to "front" this project with your own dime to get it done - part of doing business sometimes, especially if things go wrong with outsourcers.
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  • Profile picture of the author Jon Martin
    Hi there, EHanson.

    It seems as though you have encountered a problem that is far too common around here: lack of communication with your outsourcing team. I am currently looking to expand my business and with that comes to eventual need to bring in outsourcers and subcontractors to assist with the completion process, whether it be marketing-wise or the simple creation of a website.

    I know exactly what you're going through here -- I've been through similar experiences and it's definitely not fun. Prevention is key here.

    When I hire somebody as an outsource I make something clear right from the beginning -- communication is impertinent. I know it can be difficult especially outsourcing through the web, as it pertains to differing time zones and things of that nature - but you NEED to make sure you're recruiting a responsible and timely workforce from the get go.

    Next time, try and find somebody who acknowledges and emphasises the importance of communication and maintains the ability to complete tasks in a TIMELY manner. It's hard to describe, but a lot of the time you can just tell which designers are the most productive and which ones will tend to be more unreliable - use your gut.

    It may take a little trial and error, but eventually the goal is to build a group of contacts ready to work for you. Don't rely on just one or two people. Keep an open network of several contractors open at all times - but make sure they're ready to complete the task in a way that satisfies your needs as they pertain to communication and time.

    Best of luck,
    Jon.
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    • Profile picture of the author jimbo13
      Originally Posted by Jon Martin View Post

      When I hire somebody as an outsource I make something clear right from the beginning -- communication is impertinent.
      I think you mean imperative if I may be impertinent.

      Dan
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  • Profile picture of the author squadron
    Originally Posted by Ehanson View Post

    I do this myself but the freelancer I'm using won't give me the login to the CMS and takes around 1 week to answer emails and return texts which adds to the slowdown in the chain of communication ...
    Do you have control of the web hosting? If so, you could reset the passwords for the CMS via MySql Admin or take a copy of the files and database and recreate it on another domain.
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  • Profile picture of the author TurnKeyShane
    Welcome to the world of outsourcing. It takes going through a lot of bad contractors to figure out what to look for to hire good ones and even then it doesn't always go right.

    If you have FTP and Database access then as has been mentioned if its on your server you can alter the login information through the database.

    If they have the site and everything on their servers then as mentioned previously request a final payoff on the work completed and get them to upload all the files to your server as soon as possible with all the access information. You can also bargain not to leave a negative review if you are using a site like elance or odesk if they upload your files immediately.

    I'm guessing your outsourcer hasn't got the skill set as you said, or has to many projects going on.
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  • Profile picture of the author jherewini
    I agree with Squadron, If you have control of the hosting reset the passwords, my other suggestion. When I have to out source project to designers they have to give quote me for the project,

    Once we have found a figure we both like then I pay them a small deposit and set stepping stone goals for them to achieve, the sooner they achieve the goal the sooner they get paid. At the end of each stage they are paid a progress payment.

    This has worked a treat for me and my outsourcing team. If your still having trouble feel free to contact me if you need a responsive website we'd be happy to help out
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  • Profile picture of the author John Jonas Phil VA
    You really should avoid paying upfront, regardless of whether it's an outsourcer you have used before or it's a new guy. Honest, reputable VAs and outsourcers know and expect their pay after they deliver their work but I do know of outsourcers who ask for payment upfront because they have been scammed in projects before. If it's your first time hiring an outsourcer (or if he's a new guy), I would recommend paying on a weekly or after every project milestone, just to show your outsourcer that you're a legitimate employer.

    And if you don't mind me asking, but is your outsourced employee a Filipino? Because if he/she is, there's usually a reason for this. Filipino employees disappearing is actually quite common. It usually has something to do with your relationship with your outsourcer and how you communicate with them. Here's a explaining why it happens and how to avoid it.
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