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  1. #1
    SitePoint Wizard mPeror's Avatar
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    Question How do you compensate your clients?

    Hi,

    I'm working with a client on a project, and for the first time ever with him, I was forced, by some unexpected personal issues, to push the deadline one day back.

    So, I sent him an e-mail saying that I'll compensate him by doing the few hours of work left of the project free of charge. He said that it wasn't necessary (because he wasn't in a hurry), but appreciated it.

    My questions here are:

    1) How do you compensate your clients when something goes wrong? (e.g: offer a discount, do the delayed work for free...etc)

    2) When and how do you offer the compensation? (e.g: you do it only when they seem upset)


    appreciate your input

  2. #2
    Galactic Overlord gold trophysilver trophybronze trophy
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    It depends on the circumstances.

    In the case of your example I wouldn't offer to compensate them at all, unless I knew the deadline was urgent and that they were going to suffer a loss as a result.

  3. #3
    SitePoint Wizard mPeror's Avatar
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    Yea. I thought it was way to early to offer compensation in my case. But doesn't this increase client loyalty? or do you think it makes me look "naive" rather than "caring"?

  4. #4
    Galactic Overlord gold trophysilver trophybronze trophy
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    I think it could be looked at either way. It depends on the client. If you rate your service and have made a very rare slip up, then one would assume that the client will swallow that as something that happens in business.

    In theory, if you only do it once, client loyalty through compensation should be irrelevant.

    But yeah - being a nice guy certainly can't hurt.

  5. #5
    SitePoint Evangelist ramone_johnny's Avatar
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    Always outline this within your proposal/contracts BEFORE starting.


    "The Client agrees that production milestones, development timeline and charges may be extended, if ........."

    The client should always be aware of this within the contract.

    RJ

  6. #6
    Headed Home! KM Richards's Avatar
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    Quote Originally Posted by mPeror View Post
    How do you compensate your clients?
    By arranging sexual favors, of course!

    Seriously though, if you were just one day past the deadline that's shouldn't be that big of a deal...if it is, your customer would be screaming at you, talkin 'bout yo momma, threatening a civil suit, etc.

    If he's not doing any of that, then he hasn't been financially damaged by the extra day. If he is doing all of that, tell him to speak with your attorney!

    I'd offer him a 20% discount on his next major job, and maybe a nice apology card with a gift certificate to a decent restaurant in his area (enough for dinner for two)

    In the future...have all customers sign an agreement stating that they agree to not hold you responsible if the job is delayed due to circumstances beyond your control.

  7. #7
    SitePoint Zealot raymo's Avatar
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    One day? Forget about it, especially if he says he wasn't in a hurry. I'd certainly (briefly) apologise for it, but really, it's nothing.
    ride it like it's stolen

  8. #8
    SitePoint Wizard mPeror's Avatar
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    Thanks guys. I think I've overreacted this time.


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