When a client turns sour. it's disappointing.
I started writing this in anger, then left it to settle. Maybe I'd get some real prospective on the whole thing. I've return and deleted all the ranting and hopefully this will be a little more focused - although this will be written in the same stream of conciousness as usual, and could be just a long rant.
So, what's so disappointing? What is sour?
Well, we have (soon to be had) a client who upon presenting the invoice for work we completed decided they would tell us they would pay us less AND want some work done on their website. Hold your horses! Pay us less? and MORE work?
Maybe we forgot to do what was agreed in the spec? erm. no. So what's the reasoning for being told we weren't going to be paid what had been agreed??? Â ...
Because the marketing wasn't as successful as they had hoped.
Let's just tidy up any assumptions here. I'm apart of a digital agency that designs and builds things (sites, apps, dreams ;] ). We do our best not to be involved in black magic such as marketing/PR as we're not good at it. We design and build. simple.
So maybe we are responsible? but how? Â Product developed, tested, client accepted the work, published - to apple store. all good.
Maybe as the client they thought they could try and hold the payment back as leverage to get extras on the website? Maybe this is just a business approach we don't understand? Well we don't appreciate it.
We're a small business. Our approach is to be open, honest and try to build solid relationships with the client. The clients are our marketing, they are the people who win us new business, we currently live off the referrals we get. So our relationships are important to us and these "business approaches" to hold back money (for the reasons given) just isn't on. We are good people, if they had asked if we could drop the price as they are struggling, then we might have been able to help, but, but, but, for the marketing not going as well as expected? no way.
In this situation we stood firm (and fair) and requested full payment within the terms that we agreed in the beginning.Â
The client turned extremely sour, unreasonably and irrationaly. Â
Out of nowhere, they were claiming that by not being "flexible" and not trying to build relationships with our clients we would regret it. Mystical potential clients were mentioned and that we would not be introduced to them.
Just writing this is making my blood boil. Why did they need to make up stories of new clients and act like we were in a school playground?
They just want to pull a fast one. They wanted more work done. They couldn't be responsible for the (in their eyes) disappointing marketing. They wanted to be in control?
I can't help but feel they were treating us as if we were a big company which would have just accepted it all to keep the client "happy". We can't afford to kill our own company, giving away work to make someone feel they "won" and got more for their money.
Makes me wonder why we bother working so hard to produce good work if they don't care, and they only care about feeling in control.
It's a shame. It's disappointing.Â