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Clients in charge

Simon Radford
Newbie



Since: 30 May 2002
Posts: 6
Posted 19 Feb 2004 00:15:50

About two years ago I came to the decision to build into all my websites the ability for clients to change content for themselves. I sold this as part of every site, because I hated "updating" sites.
Clients seemed to think that a few changes every few months should be free, even if they wouldn't enter into a maintenance contract.
The biggest mistake I ever made was believing a client who had Dreamweaver and told me she new how to use it. (She wanted a professional site she could maintain) I spents hours constantly trying to fix everything she broke, but when trying to get paid for my effort, she seemed to think it was my fault it broke. So then I had to spend hours explaining what she did wrong just so I would get paid!
Now even with back-end updating available, I still have some clients who don't get it. I give a one hour training session to one person in the organization, on how to maintain the site. They all nod and say "yes, I got that" but they don't.
I am still plagued by stupid phone calls from clients about really simple things!
The problem seems to be that the person chosen to maintain the site is the lowest person in the company, with no common sense and no computer skills to speak of.

Wow that was one big whinge, but I feel better now......

Anybody else have have crappy customers?

Psi66

About two years ago I came to the decision to build into all my websites the ability for clients to change content for themselves. I sold this as part of every site, because I hated "updating" sites.
Clients seemed to think that a few changes every few months should be free, even if they wouldn't enter into a maintenance contract.
The biggest mistake I ever made was believing a client who had Dreamweaver and told me she new how to use it. (She wanted a professional site she could maintain) I spents hours constantly trying to fix everything she broke, but when trying to get paid for my effort, she seemed to think it was my fault it broke. So then I had to spend hours explaining what she did wrong just so I would get paid!
Now even with back-end updating available, I still have some clients who don't get it. I give a one hour training session to one person in the organization, on how to maintain the site. They all nod and say "yes, I got that" but they don't.
I am still plagued by stupid phone calls from clients about really simple things!
The problem seems to be that the person chosen to maintain the site is the lowest person in the company, with no common sense and no computer skills to speak of.

Wow that was one big whinge, but I feel better now......

Anybody else have have crappy customers?

Psi66
Simon Radford
Newbie



Since: 30 May 2002
Posts: 6
Replied 19 Feb 2004 06:40:55
Wow was I cranky when I wrote that!

Or on a more positive note, any hints and tips on client management, or do I just need to get better clients?

Psi66
Lee Diggins
Moderator



Since: 13 Dec 2002
Posts: 616
Replied 19 Feb 2004 11:26:34
Hi psi

Just wondering if the Contribute app will help you with this.

Digga

Sharing Knowledge Saves Valuable Time!!!
Dave Thomas
Employee



Since: 02 Jul 2002
Posts: 1,216
Replied 19 Feb 2004 13:35:10
Lol, it's not just you m8.

There is only so much you can do before you need to lay down the law. If they don't enter into a maintenance contract then it's their problem if their website breaks down. You should state this in your terms & conditions.

I allow a 6 week window from when the site is finished for any minor adjustments to be done. But lets face it, if they are happy with things then the webby goes up and they turn around and say "oh, i would really like..." then they gotta pay you, unless your running a charity <img src=../images/dmxzone/forum/icon_smile_tongue.gif border=0 align=middle>

And as for contribute, it only took me so far. A few clients could handle it, but most small businesses don't have anyone with any IT knowledge.

Make sure you set a completion date when all funds must be paid up in full or state that they could lose the website service until this is remedied (terms again). It's always worked for me, I've lost the odd client through this, but at the end of the day would you want a client who didn't wan tto pay in the first place? errrr... No <img src=../images/dmxzone/forum/icon_smile.gif border=0 align=middle>

Regards,
Dave

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Simon Radford
Newbie



Since: 30 May 2002
Posts: 6
Replied 20 Feb 2004 08:48:55
Thanks Dave,
Yes I've tried the Contribute thing too, but to be honest, most of the small companies I do sites for, have no-one with that much computer experience.
I was chatting with my wife/partner about it and it seems to her that the problem is a lot of people still don't really know what a website is. Or what it can do.
The people in charge also hide their lack of computer knowledge by giving the project to a junior who is totally under qualified to undertake such a big project as a company website.
If a client was honest enough to admit what they don't know, we would be happy to inform them.

Anyway..... looks like a humungous contract with lots of clauses and conditions is the only way (I thought ours was big enough already)

Thanks guys

Psi66

PS Warning to everyone... Just because a client has commissioned a website, don't assume they know what one is!!!
Chris Charlton
Employee



Since: 04 Apr 2001
Posts: 1,077
Replied 10 Jan 2005 03:03:59
I'd look into Macromedia Captivate (formerly RoboDemo) - www.macromedia.com/software/captivate/ as it may help ward off some phone calls/emails.

I recorded a "how-to" run a clients' CMS system - adding/editing/deleting content, etc. Also, you can now include interactivity and quizes so think about how that helps you.

Also, as for post launch maintenance - I agree about getting an "uderstanding" and a "maintenance agreement" signed (with blood, hehe), and outline exactly their support. Also, if you have a required support form they need to fill out, then you will ward off some frivelous calls...no guarantees though.
mark scharf
Newbie



Since: 03 Jun 2005
Posts: 8
Replied 03 Apr 2009 17:11:02
OK, I'm no code expert I'm a graphics guy. Don't shoot me! I have several clients asking for a website that they can make changes to, How can I make this happen? Is Advanced html editor the answer? Does Advanced html editor have a client log in? Is there a simple blog program that I can install that will allow my client to add photos as well as text? Need and answer ASAP! I’ve been asked for a quote, so I’m trying to figure out how difficult this is going to be. I’m looking for the easiest way to make this happen.

Thanks
Alan C
Active Member



Since: 04 May 2006
Posts: 473
Replied 22 Apr 2009 11:25:21
What we used to say . . .

'The client doesn't know what they want; but they know what they don't want when they see the site!'

James Monroe misl
Newbie



Since: 08 Jun 2010
Posts: 1
Replied 08 Jun 2010 11:43:25
I think you really had done mistakes. Firstly not making the things clear to the client about site mantenanace charges and the hiring the nob!

You must always know the fact that people whom you train should have been tested after their training as this will lessen your burden.

As of now i don't think you are anyhow relaxed as clients don't like delaying and unsatisfaction in work!

HOw are you relaxed even after that?
Kim boy
Newbie



Since: 11 May 2011
Posts: 14
Replied 07 Jun 2011 09:10:57
Hi psi

Just wondering if the Contribute app will help you with this.

Digga

Sharing Knowledge Saves Valuable Time!!!
Jasmin Curtis
Newbie



Since: 12 Mar 2012
Posts: 1
Replied 12 Mar 2012 05:45:14
After 8 years, I am still hearing problems like this. For those who still let their client's get in charge, you need to think twice. This will just cause a lot of problem and headaches. It is best to offer continuing service to handle things yourself, and make sure get paid for it accordingly.
This reply was removed on 5/7/2012 12:51:14 PM.
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