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.

[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...

[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!

[murdock]

i have been watching your threads and checking out your blogs and website...looks like you fellas are going places...great to see people moving up...keep up the good work.

i am one of those customers...it took me 11 years to come up with my logo...it had to be right...i just didnt know what right was...until i saw it 11 years later.

[Blurock]

I agree with Nienke. A good one-on-one can solve a lot of problems that you can not address over the phone or in e-mails. Being more personal builds confidence, even if the customer does not agree with you now. I have seen many a disgruntled customer come back once he realises that you are treating them with respect and honesty.

[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