At my wit's end... What to do about shocking client?

[Mark Atkinson]

Over the past week or so, it has dawned on me that we charge far too little for our logo design services.

I'm posting here because I would like your opinions on how to handle a sticky situation with a client that is starting to become more than just a bit annoying.

We agreed to do this logo design for a business who shall not be named, laid down the process and our charge for the service. (R700 for 3 concepts, of which the client chooses one. Thereafter final changes are made and the logo is sent off in all the different formats (after payment)).

This all started off very well. The client gave us some direction, we brainstormed as usual and proceeded normally. They clearly stated they weren't sure of what they wanted and that we should run with it. (They were "trusting us" with their branding) The client then requested that we send each concept through as it is complete. Wanting to impress, we agreed. This is where things got hairy...

We generated the first concept. Client's response was indifferent. They said they liked the logo but it didn't fit.

They then gave us very specific instructions on how to go about the next logo design, down to the littlest detail. This included a very distinct alteration to the name (let's call it "the squiggle"). Not a problem - we did the logo as requested.

The response I received left me baffled. It was along the lines of "Great, love it! I just don't like "the squiggle" you have put in, please remove that..." as well as other things which they had specifically requested.

Since then it has kind of spiraled out of control. We are now 5 or 6 redesigns later, still sitting at a quotation price of R700. (For about 2 whole days of concept generation). We keep getting specific instructions from them and, after carrying out those instructions, the client goes back on his request and hints at incompetence on our behalf.

The impression I get is that because we're just making (significant) changes to one of the concepts, we haven't actually done 3 concepts. Nevermind that we have spent forever acting as "puppets".

There are many other specifics that I won't bore you with. I am at my wit's end, though. Not sure what to do about this client. I'm almost ready to just cut my losses and tell them we can't help them anymore.

I think my next step is to explain our situation nicely and let them know that we will be charging per hour for any further alterations.

Any thoughts? I thought people hired designers to... you know... design things! Not to be puppets.

Excuse my rant.

[Dave A]

Walk away.

Something along the lines of a polite - "thanks, but let's call it quits now or we're going to have to renegotiate the price structure if it's going to continue this way" and write down the loss to school fees.

[Mark Atkinson]

Thanks Dave. I'm probably going to do just that.

[Blurock]

Never assume anything in a business. Customers are not always right because they are not always reasonable. Quote for a basic design and service and charge for any ad ons. Best would be to package your services into identifiable standard products with specific prices. Customised services should be charged for by the hour.
We often want work so desperately that we break our own rules to accommodate clients/customers. Those were the only times I ever got bitten in business.

[Neville Bailey]

Mark, I agree with Dave - walk away.

I've had a few cases like yours, in my field, where the goal posts keep changing. In my early days, I tried to keep to the maxim that "the client is always right", but now I have no hesitation in firing a client or two if necessary.

All the negative energy (never mind the cost of your time and resources) can be better spent in a positive way on other clients or to grow your business.

[ColinK]

Dont make a big story of it and frustrate urself,send him a quote with relevant amount,then state in the email that that is the amount to be levied before any further work will be done to the design....just a thought on what i would have done

[ColinK]

I agree with dave and neville,but instead of just throwing the client away,try another route 1st and see if they willing to fork out the cash for completing the design...

[BusFact]

Hi Mark

I tend to take a somewhat different view to the norm on this (you know - customer is king). To me a customer is someone who pays you at least a fair price for a product or service. They must be profitable for you except in extreme cases where you are using a loss leader / doing it for the experience or for portfolio material / in the hope of future lucrative deals. The latter is abused often though and should not become a habit.

In your case this customer is wasting your time and money. I would cut my losses, but then it does depend on how much earning time this is taking up. If you don't have much other business to do, then that makes the decision more difficult.

Perhaps explain unemotionally that the R700 covered say 2 reworks, but that 6 is simply too much. Ask for a final set of corrections, do one last artwork and then its an hourly rate after that.

Now don't get upset over it. Simply chalk it up to experience and refine your future quotes and their conditions. Simple.

[BusFact]

Eish - I thought I was against the grain, but I see the other posters also agree that there is such a thing as a bad customer.

[Mark Atkinson]

Thanks for your input guys.

It is a bit more complicated than this, though. There is a big opportunity for a lot of referrals through this client.

I have sent them an email stating that any further alterations will be charged for at our hourly rate and that if they aren't happy with our design work, they are welcome to walk away, no strings attached.

[Mark Atkinson]

Oh and we will be spending the rest of the afternoon reworking our fee structure and creating documents to clearly outline every aspect!

[IanF]

Mark
This happens all the time. We now state the quote includes 2 revisions and explain this is to cover typos and minor author alterations. Thereafter it is Rx per hour plus materials.
We can read most people pretty well and if they are fussy it is just the hourly rate. We often get business cards on word and powerpoint and they say I have done the 'artwork'. Then it is upfront payment including artwork.

But I agree with everyone if you are worried walk away. Then in future get upfront payment (I don't call it a deposit anymore) then most clients are reasonable.

[Blurock]

Sometimes the problem lies in communication. Have perhaps you created unrealistic expectations when first approached by the client. Our service ethic sometimes leads us to over promise. In order to deliver on this promise, you may now be spending too much time with the client/project, which is unprofitable.

In these cases it is always advisable to be blatantly honest with a client. Tell him your side of the story. Once he understands the process he may be more accommodating. Have you done a proper needs analysis to see that what he says he wants and want he really wants/needs is in sync?

I do not believe in sending e-mails when there is a problem. A telephone call or ideally a one-on-one works far better to sort out the problem. It allows for better assessment of the situation as body language, attitude etc will tell you much about the person. He may be testing you before giving you more business. Or he may just be milking you for ideas.

Some clients are unprofitable and should be made to pay for your time or cut off. Be clinical about it and do not let emotion influence your decision. Nobody works for free. Good luck.

[daveob]

You might find the guy sending you the specific instructions is not the same person rejecting the work.

Either way, I would send an e-mail and invoice stating that the work as quoted has been done. You're happy to continue making requested changes at your standard hourly rates and look forward to a positive business relationship.

If that gets rejected, you're likely a donkey chasing a carrot. Walk away. School fees. You're spending 99% of your time and effort on 1% of the customers.

[murdock]

Thanks for your input guys.

It is a bit more complicated than this, though. There is a big opportunity for a lot of referrals through this client.

I have sent them an email stating that any further alterations will be charged for at our hourly rate and that if they aren't happy with our design work, they are welcome to walk away, no strings attached.

only you know how valuable this customer is...go with your gut feel...if it feels right...run with it and do what you have to and make it work...no matter what...if it doesnt feel right turf it in the dustbin and move on.

these customers teach you valuable lessons...just make sure you learn from it.