Our interactive agency has a simple rule: the client pays for the order in advance (in exceptional cases we charge 50% of the fee). The majority accepts it, but the question also arises regularly: “and if I don’t like it, what? This doubt applies to websites as well as to graphic design and all texts. In this article, we explain how we deal with such situations.
Everything is regulated by the agreement
The customer is obliged to read it and read the terms and conditions of the order carefully. We always specify precisely how many project improvements are included in the price. It’s never the case that the customer can’t count on any changes. However, we cannot use a model that assumes that the number of corrections is not limited, as customers would absolutely (and unjustifiably) begin to use it.
Brief basis for complaint
We do not hide the fact that sometimes there are comments from customers, which is quite normal. We do not bury our heads in the sand and we try to meet the customer’s expectations, however, the starting point for further talks is always a brief. There is no way that we can proceed with the project without detailed guidance.
Unfortunately, customers take a very light approach to briefing. They often fill it up literally on their knees, they use generalities, they do not indicate any specific expectations. The question arises here: how are we to determine whether the project has not been carried out as intended?
The customer has the right to complain, but it must be based on something. If there was no information in the brief about the preferred colors and the client later finds the grey page terrible, then can we talk about our responsibility?
The risk is borne by both parties
We understand the dilemmas of customers who fear that if they pay for the service in advance and they do not like the effect, they will have a problem with enforcing the amendments (although we do not have any problem with it – of course, within the limit). However, it is worth reversing the situation. The Agency does not charge a fee, carries out the project (i.e. bears the cost), and the client states that he does not want to and thanks the cooperation. Would such a deal be fair?
Ordering products and services always involves certain risks. And they must be accepted, without automatically assuming that the other party fails to fulfil its obligations.
Quietly, you can (almost always) agree on
It is really rare for a customer relationship to be put on a blade. Sometimes we even make more improvements than are required by the contract, as long as the customer is satisfied. However, much depends on his attitude here. Inventors, foammers, threats can’t count on anything that goes beyond the scope of the contract.
However, it is worth noting that the customer himself has the greatest influence on the satisfaction with the final project. It is he who fills the brief and at this stage has the opportunity to articulate his expectations very precisely. If it takes this seriously, the risk that the final result will not be satisfactory is illusory.