Picky clients?

[gritts]

So I've done a couple of freelance web design gigs over the past couple of years and in the beginning I did stuff for real cheap so my clients weren't too picky. However, now I charge a bit more (not the standard market rate either as I don't do it full-time) but have found that clients have gotten more picky on design changes (color scheme, graphic changes, "I don't want that background, put this instead, oh wait, doesn't look too good, put this instead" etc.).

I notice a couple of you on here do basic sites doing only minor template changes for the most part, do you often get picky clients and if so, how do you deal with them especially since it sounds like some of you are outsourcing this stuff for cheap and typically from what I've seen those guys just change some colors around and fill in some text. They don't anything too crazy.

Note: this is not a functionality issue, as I make sure that they know they aren't getting any additional functionality than what was agreed upon (so if they asked for a contact form, they will get that but not some loan calculator unless it was agreed upon before).

As I'd like to try to offer some of those basic site offers some of you seem to be having success with but am concerned about picky clients as I don't want to be dealing with a load of revisions over a couple of bucks...

 

[HostStage]

Well this is a great question you are asking there.

If you have a picky client it is your fault ! You let him beeing picky and that's on you

So now that you let customers do as many changes as they want what could you do to avoid this part ?

Well the answer is before the sell, before you have even started to talk about prices.

You have to make a range of questions which would cover all customer's needs and you have to be really throughall. Backgrounds, colors and so on.

ANd to be honest, what you could do is some tickboxes for customers who has no idea and you could even lead the customer where you want him to go

Your work would be to settle down an agreement over the exact wish of the customer.

Then in your contract, you notify that you'll bill after 3 offered changes...

I hope i gave you some leads to make you earn some time

GL

 

[gmjames]

Like abysse said, I would make it clear to the client that your rate only includes X amount of revisions

 

[gianni]

Raise prices further, A LOT further and set discount on all existing packages.
Like -25% or so.

If they still remain picky terminate discount for that client and make him pay full price.

That, or offer a limited amount of revisions. 5 changes are included for free, more than that are payable.

Nowadays everyone is looking for cheapest bang for the buck and when you raise prices they automatically expect a better service. Even if they don't need it they still WANT it.


In the end it pretty much comes down how many orders you got. If you're swamped then politely explain those clients you cannot process their orders and they will have to find someone else. In my experience this clears their heads up pretty quick and sometimes they even offer me a bonus to accept their order.

 

[schwagoo]

I'm starting to approach it like this.
"Thank you for your interest in working with my company for your Internet Marketing needs. I want to make something very clear from the start. We don't work very hard to make customers' websites pretty. We don't honor requests for flashy things for the sake of being flashy. We build website that generate LEADS. Customers who choose us get websites that are incredible lead generators, not an online business card.

So if you choose us, you turn over all aesthetic and content control over to my company. Our philosophy is this: We are the Internet Marketing experts. Most of our clients have no idea what REALLY works better in Internet Marketing. Different color backgrounds and different style menus DO make a difference. We will research and deliver what works best for your industry and apply this to your website.

We are not the cheapest, but we are the best. We will take you website to the next level. Do you understand how our process works, and do you wish to proceed with our quote?"

It works. I used to spend weeks with plumbers, pest control, or dentists telling me they want the logo a little bigger or make this blue a little lighter. I don't deal with that shit anymore. You hire me? Keep sending those checks and I will keep your website delivering leads. Pay me and leave the web stuff to me. I know what I'm doing, and you don't.

 

[gritts]

Pay me and leave the web stuff to me. I know what I'm doing, and you don't.

I think that's a valid point that I'm not stressing across too much as I have had to flat-out reject some suggestions on their part as I knew for a fact that it would damage the usability of the website but have been rather lenient with certain design changes.

Thanks for the reminder And to all who have responded so far.

Still open to hearing others' insights on the matter as well. Also, something that I already do and that I imagine most people do as well is that I request a list of sites that the client likes so I get an idea of what they're looking for and that way I can anticipate if their budget is fair for what they're expecting as in the very beginning, I didn't really follow this and had some issues. So this saved me some hassles as well, right now it's just nit-picks that are frustrating me a bit.

 

[sparky123]

I had those clients before. I fire them the first chance I get. Here is what you need to understand and they need to understand.

1. You are much more competent and knowledgeable that they are, that is why they hired you.

2. After a certain amount of revisions, you have to charge by the hour at say $25/hr. Trust me, if you don't they will abuse the shit out of you and you'll end up coughing back out every dime you think you earn from them. I'll say something along this line.

'Dear so and so, w

We have deliver your project in full and concluded this project. All your request and agreement had been fulfilled. However, if you would like to make modifications I would be happy to help you. As stated in our contract, my rate is $25/hour. This modification you requested will take approximately 5 hours to complete. If this is what you want I will send you an invoice of $225 by the end of the day. Will await for your answer.

Sincerely,
You name

I will guarantee you that your stingy ass client will NOT send you any more B.S request.


As a result, this client never ask for any more favors and won't even make a noise when I send them their monthly hosting invoice. My message is pretty much, if you want to go elsewhere, I will be more than happy to HELP your ass move so you don't have to bother me. Like a cheap whore, they still sticks around to get bitch slap from me. If you got talent, people will see that and they are unlikely to let that go easily.

Just my personal experience.

 

[nethead01]

this is just part i hate, im still working on a system to deal with customers. lots of good advice here

 

[gianni]

That's an excellent advice sparky. Thanks a bunch ^^

 

[Red Kaiser]

Personally if I was just using a template website and they want to change colors often and such I'd charge $40 minimum per edit. You have to remember, and emphasize, that their website is designed to bring in more leads. Any changes made by the client jeopardizes the goal of the website and an extra charge per edit is necessary to discourage client abuse.

 

[zacamore]

Some great advice here - helps me decide on a direction with a real pain in the *rse client who wants Rome built on peanuts. I'm gonna take the advice here and if he doens't like he can try and find someone else to do his sites as I am losing interest in them rapidly and gaining more stress than profit.