Dealing with Unreasonable Demands

Thank the gods for contracts. I’ve started using (very expensive) contracts with all of my clients. Even the one’s I like ;-). I attach the detailed estimate (the one that they signed) to the signed contract and give them a copy.

Indubitably, at the end of a job there come a dozen extra requests; things that the client thought up along the way. Usually, having clearly defined parameters for what work is included in the original price will give you the ability to freely lay out estimates for the additional requests. About 2/3 of the time, a small price tag on an idea will usually make it look a lot less appealing. I generally try to offer a substitute if I can fit it in within the bounds of the time laid out in the contract and the parameters set forth.

One of the things I’m strongly considering doing is having clients review my notes, either by me reading them back or by actually reading them outright, and initialing them. Too many times I’ve had clients come back and claim that we discussed something at a meeting when I’m quite certain they just thought about it. I take very good notes, which I then transpose onto a page on Backpackit.com just for that client. I elaborate and create to-do lists from the notes, but the base notes are all I have to prove or disprove the contents of a conversation. I actually think most clients would appreciate the thoroughness of having the agenda of the meeting read back to them for clarification.

Anyway, I’m pleased to report that my current process has me pretty well covered. Dealing with people has always been my strong point, saying “no” has definitely been one of my weakest. With the right paperwork to back me up, though, I never technically have to say “no”, I just say “yes, for $240.” If they agree, we all come out happy, if not, I’m not doing extra work for free.