I think I've done everything wrong with my first paying client

11 replies
  • WEB DESIGN
  • |
I'm in an awkward situation with my first paying client, who also happens to be my pastor.

It's a long story (original thread here: http://www.warriorforum.com/website-...at-charge.html), but I finally ended up creating a simple WordPress site for his business.

The problem is, I did everything wrong, unknowingly, in handling this project. I didn't realize that I should have had a consultation with him to see what he wanted on his site, should have worked on his site without showing it to him until it was done, and should have gotten a clear agreement on what type of maintenance there would be after the site was done, and the price.

I still haven't even given him a firm price for the website. He insisted on paying me if I'd make one for him, and I told him I'd accept something, but wanted to wait until after the site was done (because I was nervous about whether or not I'd be able to make something that he'd like). This was another mistake on my part. I should have given him a firm price.

He wanted to have a site done asap, but didn't ever seem to "have time" to even do the basics, such as signing up to get his domain name and hosting, even though I sent him a very detailed, step-by-step e-mail on how to do it. He didn't do it, so I ended up going over to his house, and walked him through the whole signup process. Another big mistake on my part.

As for the site itself, I didn't realize that I wasn't supposed to offer so many choices, or let the client micromanage the project. I let him choose everything from the template used, right down to the placement of commas in the text. BIG, BIG mistake on my part, but I didn't know any better. I don't do this for a living; I usually just make websites for my own use.

Another thing I did wrong was e-mail back and forth with him a thousand times, making sure he liked every tiny thing I did, and I allowed him to keep making changes--everything from removing commas he didn't like to putting more space between a couple of logos.

I didn't realize any of this stuff until I happened to be talking to a friend of mine who builds websites. She clued me in.

Another thing I did was start writing content to at least get something up on his pages because he keeps claiming "no time" to do his own, even though I had told him that he'd need to do that. This was a mistake.
He should have had some content ready to go.

Fortunately for me, I thought to ask my friend before I did it if it was my responsibility to set up autoresponder stuff for him, or to do the work to make sure his website was found. She told me absolutely not.

He had sent me some articles that he wanted me to link to on his site, which I did, but afterwards he decided that he didn't like the order that they were in, so he wanted me to change it.

I put my foot down on this, and said it was unnecessary to change the order because people read in the order they want to, not in the order HE wants them to. I'm not going to change them.

For anybody reading this that hasn't built a site for a paying client yet, be careful, especially if it's for somebody you know. Even though you think it's going to be a fairly simple project, it can turn into a lot more work, especially if the client knows nothing about how websites work, but wants to micromanage everything anyway.

Don't just dive in like I did. Make sure to let the client know before you start working just exactly what you will or won't do, and how much it will cost.

For those of you who do this for a living, am I now supposed to offer him a certain amount of months of free website maintenance so he can do additions, changes, etc.? He knows nothing about creating a website, and wants nothing to do with maintaining his own. Am I obligated to take care of everything for a certain amount of time? Should I charge him an hourly or monthly fee for doing this type of thing right away, or after so many months?

I'm pretty much done with getting his site up and functioning. I think it's now up to him to promote it, create more content, etc. Am I correct, or is there more that I'm overlooking?
#client #first paying client #paying #wordpress website #wrong
  • Profile picture of the author Ekushey
    He paid you to create the site, and spent many hours to build it, and got paid for it.

    If he wants further modification on it in the future, he should pay you, you should either charge by hour or by task. The complexity level of the task will determine how much you should charge.

    Just because he paid you for a creating a site, doesn't mean he owns you for the whole life, it doesn't work like that -- clarify him if he starts pressurizing you.
    Signature

    I'll solve your PHP, MySQL, WordPress or any website or server related problems.
    Hire me on Freelancer.com at an affordable rate with fast turnaround time.

    {{ DiscussionBoard.errors[9364587].message }}
    • Profile picture of the author BeckyF3506
      Originally Posted by Ekushey View Post

      He paid you to create the site, and spent many hours to build it, and got paid for it.

      If he wants further modification on it in the future, he should pay you, you should either charge by hour or by task. The complexity level of the task will determine how much you should charge.

      Just because he paid you for a creating a site, doesn't mean he owns you for the whole life, it doesn't work like that -- clarify him if he starts pressurizing you.
      Thank you, Ekushey. So then most people don't give six months or one year of free maintenance? That's what I've been reading here and there.

      He isn't pressuring me because he doesn't have a clue about any of this.

      I'm just trying to see what I need to do for the next phase, now that I have his site up and running.

      He isn't willing to learn anything about working on his own site, so he's going to need somebody to do stuff for him.
      {{ DiscussionBoard.errors[9364826].message }}
  • Profile picture of the author Ekushey
    Well there's nothing called free lunch.

    If a customer paid me a good amount of money for the project, then I'd happy to make small changes for him from time to time, such as changing the phone number or adding a new content, but once in a month or so, not on a weekly basis.

    For instance, a customer wanted me to add a counter on his WP site yesterday, I did it for free as it took me only 10 minutes. But when he asked me to customize the counter to suit his needs, I charged him, as it took me over half an hour to make necessary changes which including PHP and CSS modification. It would have taken more time for someone less inexperienced, I can do my work fast cause I know this stuff very well.

    Since you're just starting out, you may want to spend some of your time to keep him happy, but not too much time. Time is money, you could spend the same time working on another paid project instead of working for him. Your availability is important here, and you should also consider the fact that you're working as a professional, not a volunteer.

    As you work on more projects, you'll learn yourself. I learnt everything from my mistakes, and I'm glad I made those mistakes.
    Signature

    I'll solve your PHP, MySQL, WordPress or any website or server related problems.
    Hire me on Freelancer.com at an affordable rate with fast turnaround time.

    {{ DiscussionBoard.errors[9364883].message }}
  • Profile picture of the author origin
    Once he has accepted and paid for the site and "signed off" I give my clients a 3 month guarantee to fix any errors or faults on the site for free. But if he wants changes or additions or "a different color" or just want to "quickly add something" then I charge them. My "free" guarantee only covers faults and breakage. You do not need to work for free unless you included the year's worth of maintenance in the price he paid.
    {{ DiscussionBoard.errors[9364966].message }}
    • Profile picture of the author BeckyF3506
      Originally Posted by origin View Post

      Once he has accepted and paid for the site and "signed off" I give my clients a 3 month guarantee to fix any errors or faults on the site for free. But if he wants changes or additions or "a different color" or just want to "quickly add something" then I charge them. My "free" guarantee only covers faults and breakage. You do not need to work for free unless you included the year's worth of maintenance in the price he paid.
      This is exactly what I was wondering about. No, I didn't mention anything about maintenance to him. He doesn't even know anything about that, but just from working with him so far, I know he's probably going to have plenty of those "add this" and "change that's" for me to deal with.

      I guess now I need to figure out whether to charge by the hour or by the month, and how much.

      I think what I'll do is tell him that until the end of August, I'll add any content that he wants, and do any changes that he wants, but after that, I'll send him some prices for website maintenance and he can choose something to fit his budget.

      Does that sound like a good idea?
      {{ DiscussionBoard.errors[9365096].message }}
      • Profile picture of the author origin
        Originally Posted by BeckyF3506 View Post

        This is exactly what I was wondering about. No, I didn't mention anything about maintenance to him. He doesn't even know anything about that, but just from working with him so far, I know he's probably going to have plenty of those "add this" and "change that's" for me to deal with.

        I guess now I need to figure out whether to charge by the hour or by the month, and how much.

        I think what I'll do is tell him that until the end of August, I'll add any content that he wants, and do any changes that he wants, but after that, I'll send him some prices for website maintenance and he can choose something to fit his budget.

        Does that sound like a good idea?
        If you are comfortable with that then yes, good idea!
        {{ DiscussionBoard.errors[9365235].message }}
      • Profile picture of the author Joe Mobley
        Originally Posted by BeckyF3506 View Post

        I guess now I need to figure out whether to charge by the hour or by the month, and how much.
        Becky, a suggestion, since this is your first client charge something like $24.95 per month for Hosting and Maintenance. And that's all you do, hosting and maintenance.

        My hosting and maintenance packages includes up to 2 updates. Updates are defined as replacing a picture or updating text. I make sure they understand,
        "Make sure that any text is spell-checked and proofread as I will place it as-is on your website." You get the idea.

        Originally Posted by BeckyF3506 View Post

        I think what I'll do is tell him that until the end of August, I'll add any content that he wants, and do any changes that he wants, but after that, I'll send him some prices for website maintenance and he can choose something to fit his budget.

        Does that sound like a good idea?
        No, end of July!

        Dear Pastor,

        In an effort to close out the website setup phase of our project, let's set a July 31st target date for website completion. Please send any necessary pictures and text by Friday, July 25th. Please make sure that the text is proofread and spell-checked as I will place it in the website as received.

        Yadah, yadah, etc.

        Becky
        Signature

        .

        Follow Me on Twitter: @daVinciJoe
        {{ DiscussionBoard.errors[9370674].message }}
  • Profile picture of the author harkon
    You should use high productivity development techniques and collaborate a lot. Watch this:
    {{ DiscussionBoard.errors[9371067].message }}
  • Profile picture of the author BeckyF3506
    Just wanted to say thank your for the replies, and update everyone on what happened.

    Since my pastor's family is in the home building business, and since he knows how to do all that stuff too, it occurred to me to see if he'd barter some of his abilities for some of mine. I'd take care of his website if he'd do some projects at our house, such as laying some new flooring for us, etc.

    He's agreeable, and I'm happy. I think this arrangement is going to work out just fine for both of us.
    {{ DiscussionBoard.errors[9377597].message }}
    • Profile picture of the author Dreighen
      Good, mistakes are great for lessons learned For future web business. I think it's always good to write a proposal, explaining everything in detail beforehand so that there is no confusion before you start working. I use bidsketch to write my proposals.
      {{ DiscussionBoard.errors[9378282].message }}
  • Profile picture of the author andreww38
    FYI, I think it's good you took on this project.

    When you're validating the first time you're doing something new, it's ok to price it at break-even, because you might not know where the timesinks and other challenges are in the project.

    If you've been documenting the stuff you've gone through, you have the raw data you'd need to automate and systematize your stuff into a series of google doc forms future clients can fill up.

    Having this in place gives you an opportunity to replicate the service offering at freelancer or other online marketplaces, if it's a lull period in your own business or you want to have some income diversification.

    -
    Also, your real-world experience gives you advantages if you choose to make an infoproduct or course centered around consulting or project management. You have the weight and value of actually having done that, vs some who has just bought a copy of "freelancing for dummies" or "project management for dummies" and made a summary ebook.

    Most would not have had a client fall into their laps so easily and might've had to pitch and get rejected multiple times before securing work.

    There's learning lessons here, sure, but there from an outsider's perspective, you have a whole bunch of options open up and you can do quite a bit with it.
    {{ DiscussionBoard.errors[9382069].message }}

Trending Topics