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client stalling project or just slow?

by RimaNaj2011
13 replies
This was my first client, I closed the deal probably 2 months ago.

It was a website then 3 months of SEO when the site is finished.

The website is $1000, $500 upfront and then $500 when I finish plus $750 for the first month of SEO. In the contract, estimation was 2 weeks to finish the website.

He paid me $500 and the site was done in a week. It took him over a month to give me bio info and things like that, but he wants to use his old domain name but he doesn't have the info for the registrar so he's been dealing with their support.

It shouldn't take 2 months to do all this. What should I do in a situation like this? It's not like I'm doing any work but I didn't expect a 2 week job to take 2 months.
#client #project #slow #stalling
  • Profile picture of the author anonymous99
    Some business people do get that far behind, especially if you're dealing with an owner who feels they just have to have a site because everyone else does, and doesn't really care about having a site and web presence. He's paid you you $500 so far and the site charge was $1000... I would take the site down and put a Late payment notice up.

    What I usually do is 50% upfront -- that gets them the psd. 50% once the psd is ready to go to cms. Also put payment deadlines in there. i.e. within 1 week of psd completion.
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    • Profile picture of the author RimaNaj2011
      Originally Posted by anonymous99 View Post

      Some business people do get that far behind, especially if you're dealing with an owner who feels they just have to have a site because everyone else does, and doesn't really care about having a site and web presence. He's paid you you $500 so far and the site charge was $1000... I would take the site down and put a Late payment notice up.

      What I usually do is 50% upfront -- that gets them the psd. 50% once the psd is ready to go to cms. Also put payment deadlines in there. i.e. within 1 week of psd completion.
      Well the site isn't even live yet, the whole waiting is him to get access to his registrar for his old domain.

      $500 upfront and $500 when it's finished. But it's taking him months to contact the registrar (gkg.net) to get access to his domain. I couldn't get any access, they needed the info from the client himself.
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      • Profile picture of the author zimbizee
        I think some just never get around it. He sounds like one of those
        "i'll do it tomorrow" types of people.

        I have been going back and forth with a guy since March about getting a website up and running. He has had the domain since 2006. I touch base every now and then and he always comes back with the same old tune - i've almost got the pics together, or i'm out of town for a few days but i'll get to this weekend etc.

        Give him an ultimatum. It only takes a 5 min call from him to get this sorted!!!
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  • Profile picture of the author Ninja Ana
    The customer is always right. just deal with it positively.
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    • Profile picture of the author Irish Intuition
      Originally Posted by Ninja Ana View Post

      The customer is always right. just deal with it positively.
      That is not true... I have fired clients before.

      As for the OP's issue. Business owners procrastinate on
      certain things... more so websites.

      Remind him what he is losing by not having this site up
      and running. Then tell him if he does not have you the
      info and payment in x days you will have to shelve
      the project. Let him know you have three other
      clients you need to get to and they can't wait any longer.

      Be polite but be firm
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  • Profile picture of the author abelamorales
    The best way to handle this is to setup a meeting of 30-45 minutes with him and three-way call his domain support company to resolve the issue... shouldn't take more than 15 minutes to resolve. Once you have all the information, go ahead and get his domain linked with his hosting and get his site up and running.

    I'm not sure what kind of website you created for him, however two things you can do.

    1. Check out his/her LinkedIn and write the bio yourself.
    2. Write a brief bio about him/her and tell them they can send you an updated one later.

    It sounds to me like it is time for you to get paid and go to the RimaNaj2012 Hip National Bank!

    Something I've included into my packages are content writing. I have a professional writer that will write the content for my client. What I do is schedule a time for both of them to talk and discuss the website content -- Once I've finished the design, I'll send the client the 'mockup' design with content, they approve, and done.
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  • Profile picture of the author AndrewCavanagh
    In your plans always make sure that you (or someone you outsource to) is going to do everything.

    Ideally never rely on your client to do anything except perhaps to answer the phone or reply to a few emails and answer some questions when you need them answered.

    If you need a bio ask the questions while you're with the client so you can write it.

    Then all that's required of them is to okay it.

    If you rely on a client to do things like this they'll take forever.

    Kindest regards,
    Andrew Cavanagh
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    Old School Copy Like This Is BACK & Converting Like Crazy!
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    • Profile picture of the author PatrickIcasas
      Originally Posted by AndrewCavanagh View Post

      Then all that's required of them is to okay it.

      If you rely on a client to do things like this they'll take forever.
      Sometimes even okaying it takes forever. I once wrote a complete website for the client with bio, services, case studies, etc. Sent it over through the agency and it got left in limbo. Customer was too busy to approve or even review anything. In the end the agency suspended the project. It's a good thing I was working for the agency and not the client, otherwise I would never have gotten paid (they certainly didn't).
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      Write. Edit. Rinse. Repeat.
      http://patrickicasas.com

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  • Profile picture of the author Jon Martin
    Tell him you have bills to pay and that you've been waiting patiently. I agree with the user above who suggested you give him a deadline. If you emphasize that your own time is being wasted here and that there is a DEADLINE he will be more eager to actually get it done. If he hasn't called the domain registrar yet give him the number yourself - he'll be more likely to call them if he doesn't have to worry about looking up the number.

    Tough clients suck. Try not to waste too much of your time. Best of luck!
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    • Profile picture of the author RimaNaj2011
      Thanks for the replies. I don't want to tell him I'll cancel the project only because I actually really need the money now.

      I e-mailed him a few days ago asking about the status of the registrar support and no e-mail reply, but I'm going to give him a call tomorrow.

      But from now on, I think lesson is I should put something like this in the contract.
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  • Profile picture of the author abelamorales
    RimaNaj2011,

    The issue is when we seem desperate. Next time, make sure you have a contract in place that you can pursue the client through small court claims if they do not pay. Give your client a call and three way the domain support folks so you can have the information you need within 15 minutes. I remember when I was enlisting into the military, there were a couple of complications and my recruiter went ahead and spent 30 minutes in order to resolve both issues -- It's not rocket science.

    If your client does not want to do that, then tell him, please send the remainder of the balance to blah blah blah and I will e-mail you the files so you can take care of it on your free time. #justsaying
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    • Profile picture of the author RimaNaj2011
      Originally Posted by abelamorales View Post

      RimaNaj2011,

      The issue is when we seem desperate. Next time, make sure you have a contract in place that you can pursue the client through small court claims if they do not pay. Give your client a call and three way the domain support folks so you can have the information you need within 15 minutes. I remember when I was enlisting into the military, there were a couple of complications and my recruiter went ahead and spent 30 minutes in order to resolve both issues -- It's not rocket science.

      If your client does not want to do that, then tell him, please send the remainder of the balance to blah blah blah and I will e-mail you the files so you can take care of it on your free time. #justsaying
      Well the contract states that my part is fulfilled within 2 weeks, but I didn't put anything for them.

      I tried contacting the registrar but they can't do anything unless the client faxes over some info which he said he did. I need to check up on that though.

      I think I'll send that to him, the last part you said. I'm going to call, not email the registrar first and call the client one last time before I send that.
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  • Profile picture of the author lollobrigida
    My experience is that clients often shy away from making these calls because
    they fear to sound stupid not even knowing the proper terms to explain what
    they want.
    What abelamorales suggested is a very good tip. Try to set up a 3-way call with
    your customer and the registrar/hosting company. Tell your customer that this is
    the easiest and quickest way to get what he needs in order to get ahead. Offer it
    as a service and don't mention that he might feel uncomfortable doing it by himself.
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