Problem with a client

I don't now about what you and client where agreed but if he buy service from you and that service is not getting him money he will ask you a refund.The point is not what you did or didn't do because if there is success usually the there is no problem with refund.

He is probably just trying to get his money back by complaining without reasons - They do that a lot and you better get used to it when having your own business.

Everyone gets a bad client now and then. Hopefully you'll be able to resolve this, but if not, you can learn a few lessons and apply them going forward.

Do you have documentation for what you've done so far? Were the updates you've given him written or verbal? Do you have a contract?

Based on what you've shared here in the forum, it sounds like you just have a bad client. It happens to all of us, but if you have a contract in place as well as proper documentation you'll be able to protect yourself in the future.

Will

Hi,

One of the things I've learned in working with clients is that you cannot make all of them happy. Eventually, you will run into a client who wants to part ways with you for whatever reason.

The best thing to do in this case is to acknowledge that they don't want to work with you anymore. But before you part ways, see if you can have a call with them to go over the exact reasons why they want to cancel.

It might be easier to use an "official" survey form. This helps keep you on track and emotions out of the conversation.

I hope that helps.

BTW, this may be a blessing in disguise.

Best.

I agree this is a learning curve which Im more than happy to learn from. I had a gut feeling not to take this client on but because mine is a new business and I wanted all I could get I thought I would take him on. Before I even started he was trying to push me down really low on price.

Bit unlucky to get a bad one on the first go but hey ho..its life eh. live and learn

You definitely got to trust your gut. I made the same mistake once. It cost me tens of thousands of dollars. If your gut is telling you "no" then listen to it and walk away. There is always another client right next door. Sorry to here it and understand what you are going through.

What do I think?

Next.

~Dexx

If you were hesitant about the client to begin with, the problem probably is with them. If you sent them updates and they are saying "nothing" is done, take it as a learning experience and know to document before, after, and along the way.

However, it could also be that someone else is hitting them up for business and is trashing your work in an effort to get the job.

Oh I have documented everything. Its just that I havent been able to have a chat with this guy (he recently had a baby) . He has only emailed me saying that he was dropping me.

Did you get paid already?

What were the terms of your payment?

LastWarrior

My original request was paid full upfront. then he haggled that down to pay half at the start and half at the end. Im in week 3 of the contract and I'm a bit doubtful whether he will pay me anymore. he has paid me half so far at the start.

His website wasnt getting any leads. so i designed him a new landing page and split tested it with the main website.I said in the contract ( which he never signed and returned to me) that if he uses it he will have to pay extra for it. He now gets good leads coming through there before that he was getting none on the main website

I had a very similar experience with one of my prior clients too.

After all the initial on-site SEO was done and I continued monthly work for many months, he claimed my work didn't do anything for the site or his business, when clearly it did. I gave reports, charts, etc all the time. He also didn't sign a contract and was always hard to get a hold of when I needed to speak with him.

Though I lost money too, I had a lot of stress relief once I didn't have the client anymore.

Depending on the industry, you should be able to pick up another client to fill the void of this one within a few phone calls.

At least now, you have some concrete results to show the next client.

With some clients, you just have to learn that you can't fix stupid.

Don't take the actions of others personally and let that effect your progress.

With the economy the way it is, many businesses are really out-of-business, they just haven't come to the realization yet.

Perhaps this client never really had the extra money in the first place, and was just gasping for air.

Sometimes when money is tight or you're just getting started, we have the tendency to take on a client that we know deep down insdie, we should have passed on.

Here's my take on the issue:

1. When reporting to your client, make sure you have solid numbers and figures. For example, instead of just saying 12 leads, say I've made you $XXX in just 7 days

2. Even better if you can make the client feel that he/she is gaining MORE than what he/she spends.

If you've done that and they still want to cancel, then I really think that's their own problem. Who doesn't want more money?

I can't get over the "hasn't seen any results in two weeks" bit - this guy really had some super-high expectations. He was a loser from the start.

Run. Don't walk. Some of the best deals I ever made were sales I lost.

"If it ain't fun, don't do it."

Hugh

This is where a "consultant" and those who has "consulting business" differs.

We have a billing department and a legal team to manage this kind of stuff and I need not worry about those kind of clients.

I'll tell you this...

No matter how good you're, this things will happen.

My advice: Move On

At least he saved you the time of firing him later on. It's better to know who these kind of people are sooner than later. People often will think of one excuse or another rather than just saying a simple "I want to stop" - it's just "psychological debt" that he is trying to shed off on you.

I agree with Dexx...forget this guy and move on! Sounds to me like this guy is just one of those clients you can never please, after all there could be lots of reasons why he's not converting the leads to sales which have nothing to do with your work.

Grin's point is spot on too!

Neil

I replied to his email outlining everything I have done in the 2 weeks i worked on this project.

but not to plead my case so we can continue but just to have the higher ground..I don't intend to continue with this guy anyways.

he's more hassle than its worth bothering about.

Q-TIP: Quit Taking It Personally.

This client probably doesn't know you well enough not to like YOU, so this has nothing to do with you, only the service.

You can't win 'em all.

This client may have a completely different understanding of what a website should be and what it should do. If you build one website for a customer in an industry and it drives a dozen new leads a month to them, and looks gorgeous, that customer can still have at least two if not a dozen different responses. They may want something that looks atrocious, think that they should be generating hundreds of leads per month right out of the gate, or they could be looking for just what you gave them.

Lastly, like Dexx said. "Next!"

There is always another client, if you are focusing on prospecting at all times when you are out, you can keep the pipeline full. Like me, your business is new and this is easier said then done, but keep looking for more clients, telling family and friends to spread the word, and taking every social situation that is appropriate as a chance to market yourself.

Your out to eat at a local bar&grill. "Hey, this place is awesome, excuse me waitress, can I speak to the person in charge" "Hi, Bill is it, yeah, this place is awesome. I can't help but notice you've got some empty seats and it's dinner rush. I'm a marketing guy and would love to help you build a line around the block every dinner rush. Here's my card, I'll give you a call and we'll set up an appointment to see what you want and need for your business."

If one person says no, so what. If one client isn't happy even though you did a great job, so what. Just keep saying "NEXT!"