Over demanding customer

[qa19]

I have developed a CMS website (all code is mine) for a customer and I state that I change initial design templates to suit their needs but now after 2 months of back and forth they're starting to take the mick and again want a major change. I'm on my third template design (which is hard to do being a CMS site) and they're still not happy with the layout and their complaints are getting ridiculous from logos or photos in the flash animation being a fraction to small or in the wrong place, font or button size too small and want everything enlarging. I wouldn't mind so much but they don't realise that if people view the websites on lower resolutions the site will look ridiculous and also they won't listen when I advise that customers won't like certain things like sub menus in sub menus etc. They don't seem to realise how much work goes into completely redesigning a CMS template.

 

Again I would stick at it if the price was fair but I seriously under quoted them for this website and their fusiness is causing financial problems for my company as I can't continue on anything else until it's complete.

 

Does anyone have experience in this field and can offer advice?

[kwaks]

Make all the changes they want, get it signed off then charge them to change it back to the way it was

[blitz]

Did they provide a specification or requirements initially? That would be your first step, you only need to provide what was initially agreed for the initial price.

[qa19]

the website is very complex and includes everything from cms & customer log in etc which theyre very happy with. All the specifications they're happy with but they keep wanting changes here and there then I'll go back after 1 week solid work and they'll say no we don't like that either can you change this layout and that layout and these colours. I expect some fussiness from customers and usually happy to accomodate them but as I said this website is very complex and changing certain aspects takes far longer then normal. I quoted for 1 months work and so far it's taken 3.

[blitz]

You need something put down on paper/email essentially an unchangeable format for what they want in terms of design. The more they put down the better for both of you.

 

Layouts can yes be a bit of hassle, colours are not. If they are causing so much hassle then make some mock ups before coding, it is what I have done in the past, presented a mock up and then sat down with the client to discuss what they like and don't like.

 

At the end of the day get a list of specifications so when you have finished coding you can say "look I have followed your specs, and the product is of a satisfactory quality, if you want additional changes this is my hourly rate"

[qa19]

Hi thanks for the advice. I've been doing mock ups for 3 months now they agree and then after coding say they don't like it. I think maybe I'll do one more mock up then start to get tough if they don't like it.

[tifo]

i've been down this route. It's why i stopped doing websites.

 

customers will not tell you everything they want and once you have quoted and made it, their demands never stop. They then don't want to pay more.

 

you need to get everything they want on paper first and get it signed off before you start, then when they add things you charge extra for them.