Disappearing Clients: What To Do?

Business
1

Hello,
I’m sure all of us have had this happen to us several times, and I would like some advice on my latest client that has disappeared.

Nearly a year ago, I provided them with a quote for a large site that included keyword research, copy writing, custom design, and idx integration. I collected 50% upfront to begin the project and payed the copywriter a deposit. Like a lot of projects, my deadlines for each phase were pushed back due to the clients inability to send me the content needed to move forward.

Finally, after 7 months, I received the majority of the content from the customer (with the exception of a half-dozen pages) and was able to put together a storyboard for the customer to review and provide corrections and the remaining missing information. This was in the beginning of January, and the client has not been proactive in getting this information to me.

Due to the sheer size of the site I suggested that we identify, edit, and approve each change one at a time … instead of them having to spend the time going through the entire site and providing me with a laundry list (which we tried and they didn’t do). I understand it can be overwhelming to go through a large site, and have been proactive in offering suggestions or other resources (people) to help them. Before they disappeared, they did mention quite a few times that “We had no idea this much work went into building a website.” and “We just want to get it up and running and worry about everything else later.” They did make the effort to send me one or two corrections which I made and sent back to them for review, but they never responded.

The last time I was able to reach them was 2 weeks ago. I have called and emailed several times with no luck. I have someone else invested in this project as well (a copywriter), and we both would like to get this project over and done with so we can both get paid.

  • What are my options in this situation?
  • What’s the “right” thing to do?
  • What’s the “lawful” thing to do?

If I have to pay the copywriter out of my own pocket and get stiffed on my part … I’m ok with that because I feel like it’s the right thing to do. But in regards to my client … In my possession I have a completely built site that has some missing content, and that has not been reviewed and approved by them.

  • How do I collect the remaining balance? (or a reduced balance?)

  • What can I do since technically I have not made revisions and received approval?

  • How do I either:
    A) Engage the customer and get them to review and provide corrections.
    B) Get them to approve the site now (without corrections).

Either way, I’ve gone ABOVE and BEYOND for this customer and am more than ready to wash my hands of this project. Any help you can provide of how I can get this project completed or legally discontinue the business relationship would be greatly appreciated! I’d like to be able to get paid, but at the same time the hassle is costing me more than the remaining balance. Thanks again!

2

imregistered,

What I would do at the least, and this won’t help with this client, is add wording to your agreement, for a cancellation clause.

Is the site an adjunct to a brick in mortar (are they still in business?)

…before they disappeared, they did mention quite a few times that “We had no idea this much work went into building a website.”
Even though I don’t do site work for hire, Ive heard this quite often, as early as yesterday. There might be a chance that building an effective site is beyond the customers current vision of his/her business model

3

Find better clients.
Use better paperwork.
Manage your projects better.
Set expectations better.

Those are things you can do in the future. As for dealing with this current/failed project, I’d just move on.

4

Great points and I agree with them all. In your opinions given the circumstances, am I obligated to provide the site files to the client?

Should I send an email to the client notifying them that I am moving on? How would you approach it?

5

I would consider sending them an email and asking that in the interests of time, would they like to make the final payment to you and in return you will put the site live, and be happy to provide X number of hours within the next 3 months to make any final changes. If they go for it, I would guess that at the rate they’ve been going, they will never bother to make any further changes to the site, and just be really happy it is finally up. Do not put it up without final payment in hand.

6

For the future:

  1. Add an abandonment clause to the contract
  2. Work off a retainer. When the retainer is used up, stop work until another retainer is provided.

For now:

  1. Send a bill for the remainder of the project, stating that the site files will be provided upon payment, and that payment must be made within x days.
  2. If payment is not provided within x days, start legal proceedings.

And don’t say it’s okay for you to eat the time you spent on it. It’s not.

7

I would say that due to their non-committal nature to the project (in the sense of not providing what you need to do your job properly) you have suspended the project (as I’m guessing the 50% they paid has already been used in terms of the costs of trying to get the client to do their end of the job) and would be happy to either send them what you have produced (thus far) if they wanted or you could continue the project on the condition that they have all the materials you need within a certain length of time (explaining that you cannot commit excessive levels of time to a project that’s effectively dead in the water). It’s not a case of abandoning the project but firing the client that they haven’t fulfilled their required part in the job. But ensure you explain to them you will be happy to finish the job if they have all their materials ready (and the second 50% to finish the job) as you can’t sit around all day waiting for stuff that simply isn’t arriving. :slight_smile:

This is a common issue. People want an online presence but they don’t have a clue exactly what a web designer does, how much work is involved and probably think it’s like making a Word document (all drag n drop). I always state in my contracts that while they have requirements of me to do my job, they have responsibilities and commitments to the project as well (which I denote in the contract and state this so their aware of what I’ll need before agreeing to the job), basically if they don’t assume their rightful position and do what’s required for me to work, I will take that as justified reasoning to initiate the cancellation clause and drop the project (due to non-commitment of the client), though I always try to resolve these issues beforehand, after all, no-one wants to drop a client unless they have no other choice. :slight_smile: