Dealing with difficult clients

[Vishenka69]

When I started my decorating business two years ago, I thought it would be a good idea to offer flat rate packages based on the time estimate that the project would entail. I have since seen the light and realized that this is a bad idea and have reverted back to traditional method of charging by the hour. However, my very first client signed a contract for a flat rate. Initially the project seemed pretty straight forward but they have become extremely difficult to deal with (in the past two years we have not advanced past painting of 3 rooms). They have changed their mind a million times over everything and I have already put in hundreds of hours for free. I got an email from the wife yesterday that they want to continue where we left off (it's been a year since anything happened and I basically wrote them off). I don't want to continue under the old contract but don't know how to do that. The final payment was due at the completion, which never happened. I really don't want to work for free but don't want to piss them off either. What do I say?

[diggitydot]

What's the out in your original contract? Can it be adjusted by both parties at any time or do changes have to be agreed upon?

[diggitydot]

BTW - Not hearing from them for a year and them STILL not completely paying? I think that qualifies for a new contact and business relationship model. They are taking advantage of you.

[Vishenka69]

I need to find it. I don't remember. I was kind of happy not to hear from them and hoped they would just go away on their own. I'm not good at conflicts and usually just try to avoid them at any cost.

May be I'll reply that we need to review the original contract because the project scope has changed so much in the past two years.

[diggitydot]

I need to find it. I don't remember. I was kind of happy not to hear from them and hoped they would just go away on their own. I'm not good at conflicts and usually just try to avoid them at any cost.

May be I'll reply that we need to review the original contract because the project scope has changed so much in the past two years.

I think that is entirely valid and reasonable. If they have a negative reaction to revisiting the original agreement, they are simply looking for a decorator who'll work for free.

[TulipsAndSunscreen]

I think that is entirely valid and reasonable. If they have a negative reaction to revisiting the original agreement, they are simply looking for a decorator who'll work for free.

Absolutely. You've changed rates and business practices in the years since you first signed the contract. I wouldn't sweat it if they balk. If they haven't paid you for services rendered so far, they don't deserve too much effort.

[Sheherezade]

I've gone through a similar business evolution with my web design company. People are all kinds of CRAZY. I also offered a flat rate for small (under 5 page) websites with no frills. One incredibly simple site took like 8 mos. to complete because the guy kept requesting changes like "greyer grey for this area" and different shadow effects on a line, etc. I went bonkers and was SO happy when that was over. It is a small town though, so I couldn't afford to piss him off. Word of mouth means a lot.

I think I'd try to introduce the idea that you know longer offer that type of package now that you are busy, and that you need to negotiate closing out the original deal and sign a new contract if they want you to do new work.

After doing a little work, I was much more able to figure out how to charge things realistically. It sucks getting stuck in your own handiwork, doesn't it??? Hope they don't make a fuss and you can escape. I feel for you.

[SoonerTexan]

What does the original contract say about when it expires, etc? Any outs? Have the. Done anything that specifically was out of scope or didn't pay at a certain deadline? Otherwise I don't think you can just cancel it.

[Vishenka69]

I went back to check and they actually never signed anything. They agreed to a proposal but it doesn't look like I sent them an actual contract. I might have still been ironing out the wording and then forgot that I never sent them one. I chickened out though and just said that my current availability is only weekdays. That doesn't work for them well, so I haven't heard back yet. I also mentioned that they ned to reevaluate where they are in the process and if they still want to go in the same direction. I'm hoping they'll get the major stuff on their own and then I can just throw together some accessories and get the rest of my money. But we'll see, I'm just as likely to not hear from them for another 6 months.

Thanks for all the advice. At least I've learned my lesson to never do that again.

[SoonerTexan]

Woohoo!