The vendor-client relationship can be difficult and tumultuous, especially if the client does not understand the design process. It can be even more difficult and frustrating if they outright refuse to understand it or refuse to work in a linear fashion to complete projects.
I recently had the unfortunate duty to terminate a client relationship based on that problem. When I began the project it seemed like a great opportunity to work with this client. However, my great intentions were met with contention, waffling and an insatiable desire for change. There were multiple deviations from the originally agreed upon terms: from deadlines to CMS systems to back-end functionality. The continued delays were caused by a lack of commitment by my client to a design that was built, from scratch, per their specifications. It was not the work of Unicorn Press they were unhappy with, but rather the translations of their requests and the manifestations of the designs they requested. Now after 137 emails and 80+ hours worth of work, and one attempt to salvage the working relationship, I have had no choice but to terminate this project and forfeit my losses.
Here are a few things I have learned from horror stories and experiences like these:
- Design your estimates and agreements from a “worse case” scenario perspective
- Be open and honest every step of the way
- Stay in regular communication with the client
- Be strict in documenting all emails, phone calls, and hours worked
- Be willing to walk away
Here is a smart video tidbit of what I’ve been experiencing with this client. If it weren’t so true it’d actually be funny.
