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Nicole
Posts: 2843
Joined: 9/15/2004
From: Nambucca / Kempsey, Australia
Status: offline
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Is it worth being honest? - 7/20/2006 3:10:11
Once again I’ve gone and advised a client of ways they can save on website costs, and once again it’s cost me in the hip pocket. It’s the same client I’ve given advice to before, not always have they taken the advice (i.e. cheaper hosting for the same service, cheaper domain registration for the same service), but ways to save on updates they have, and this time on something which I estimated would cost an amount but within half an hour of doing it I realised that it was going to take 2.5 times as long and therefore cost 2.5 time more.
So I called them and told them it was going to take longer and cost more, did they wish to proceed, and naturally they’ve now decided not to. The end result is that I’ve lost the opportunity to earn that money because I was open and honest with them, something I’m sure they appreciate, but at the end of the day, that money won’t be coming my way.
I’ll email them a detailed explanation of what needs to happen and why, and also provide them with a few payment options, but really I know I’m flogging a dead horse.
I guess nobody’s going to admit being dishonest with clients, but knowing that there are probably many other designers out there that don’t disclose such benefits to their clients and therefore just earn the dollars regardless really annoys me.
Has anyone been thanked or even financially rewarded for being open or honest with clients? Has that client perhaps recommended your service to others as a result?
Nicole
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BobbyDouglas
Posts: 5469
Joined: 5/15/2003
From: Arizona
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RE: Is it worth being honest? - 7/20/2006 4:22:42
Being honest with your client and telling them where to find the same service for lower prices are two different things.
If I knew a competitor was having a sale on ecommerce, I wouldn't tell my client that who just signed with me. I wouldn't do it out of greed, but do it for the fact I think I could do a better job. The other day I had an odd print request, and I actually suggested them to a competitor. Although I didn't get the business, I got the A+ in their book. 90% of my sales are through referrals. I focus a lot on extra services that tend to keep me away from the rest.
Maybe there are a couple things you can do to try and get that edge over the competition? Things like this help prove why your business is a better choice.
quote:
Has that client perhaps recommended your service to others as a result?
- It's happened a couple of times.
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Nicole
Posts: 2843
Joined: 9/15/2004
From: Nambucca / Kempsey, Australia
Status: offline
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RE: Is it worth being honest? - 7/20/2006 4:35:45
Thanks Bobby, I guess I could do something similar in the way of comparisons on my site.
I was also thinking that as this client is a charity in part, that I might offer to donate 10% of the reviewed price to one of their fundraisers? Heck, I already have a cheaper rate for non-profite (which this client is!)
The real bummer Bobby is, that when you have nothing, $100 is great, but when you do the sums and find that it's really going to take longer and therefore you tell them it's going to cost $200, they say no and you've done yourself out of everything!
They weren't asking for services for nothing, don't get me wrong. They called me to ask me something, I suggested a solution and had the go ahead for the "rough" price I gave over the phone, they knew I was going to go away and do the sums, and could've left it at that and invoiced them the higher amount. But being honest, I called them to ask if they still wanted to go ahead as it was going to cost more.
I'd have had to work my butt off for about 3 days doing it, but in 3 days I could've had a decent amount of money, but nothing like what it should cost them. Now I've lost that opportunity.
Nicole
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BobbyDouglas
Posts: 5469
Joined: 5/15/2003
From: Arizona
Status: offline
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RE: Is it worth being honest? - 7/20/2006 4:49:24
It's hard with these small websites (<$2000). When I quote projects, I proivde a couple levels of service. For example:
Let's say a client wants a full CMS system. I can quote a rough estimate of $2,000 for building one from scratch, or tell them we could use postnuke/mambo/etc with a skin applied to it for $1,200, or integrate an external CMS for $800. For a business that can spend $2,000, they would go with the best solution, however, if they reject that, you still have two more options for the client. By doing this, you don't lose the client right after the initial proposal.
When I go to your website, I see three services: Web Creation/Redesign/Maintenance. What about hosting and domain registration? SSL certificates to ensure your client's information is sent encrypted over the internet?
And while I'm on the subject of your website, two quick suggestions: put an underline under the links, they look the same as the text. your logo looks semi-dull with the grey border, having the same white border on the logo as you do on the navigation, will make the logo stand out a lot more. Your entire website looks awesome, the colors work very well, it has that design feel to it. 
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swoosh
Posts: 1437
Joined: 5/18/2002
From: Beaver Falls, PA
Status: offline
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RE: Is it worth being honest? - 7/20/2006 9:56:15
At least you can sleep better and feel good about yourself. I understand that it's hard to swallow when it comes at a time that you could have used it. Your honesty will pay off in the end Nicole.
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Just Do It!
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rdouglass
Posts: 9265
From: Biddeford, ME USA
Status: offline
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RE: Is it worth being honest? - 7/20/2006 13:10:02
quote:
Sometimes people need reminding the actual meaning of the word estimate.
Good advice that I need reminding of as well. Needs to be explained up front especially when many people percieve 'estimate' and 'proposal' to be the same thing when of course they're not when you look at them side-by-side.
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rdouglass
Posts: 9265
From: Biddeford, ME USA
Status: offline
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RE: Is it worth being honest? - 7/20/2006 13:48:34
quote:
In the UK a 'proposal' is as loose if not looser than an 'estimate' the firm version we call a 'quotation'.
Divided by a common language.
For sure. Over here, we recieve RFP's (Requests For Proposals) and they are considered a valid bid or 'quotation' as you would say.
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Don't take you're eye off your final destination.
ASP Checkbox Function Tutorial.
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