I have been mulling over a situation that happened to me a few days ago concerning a job that I did for one of my graphic design clients. We spoke by phone about several projects and then they hired me to do a specific project. I completed the job and sent them the draft and they didn’t like the background image I chose. No biggie really, not everyone will have the same taste as me. So I mentioned that there were a bunch of awesome alternative options on a specific site, if they wanted to check it out and get back to me.
I never heard back from them, and after a few weeks I contacted them to ask if they had come up with anything and they said that they went with another graphic all together. I was cordial and said it looked great and that I would send out an invoice for the work I had done. I knocked off a chunk of money just to keep things fair, but still they responded not too kindly and in short – they refused to pay.
I was pretty floored by the whole deal. In all my years in business I have never had a client who acted so unprofessionally and actually refused to thank me for my time and not be willing to pay me for that time. I probably would’ve said forget about the payment if they had just explained themselves and expressed their appreciation for my work and apologize for deciding to go with another designer. I can’t please everyone, so that would’ve been fine with me.
A huge temptation for me today was to publicly confront this person on one of the networking sites we are both on and share how unprofessional and hurtful this was to me. I was almost ready to type it out and then I heard the words “Don’t do it” in my head. I am assuming it was God and my conscience. I have to be honest with you, I fought it for a minute of two. And then I heard the words “Take the high road”. And I immediately softened because I knew that this was God. Isn’t it like Him to always have us do the OPPOSITE!
As human beings we are drawn towards retaliation after someone hurts us. We are tempted to gossip and backbite and cause that person just as much pain right back. I know this situation isn’t too bad, but I did feel the need to defend myself and express my being “right” in this unfair situation. My human nature wants to say – “Hey! What the heck? You hired me to do the work right? You OWE me for my time!”.
But instead, I am choosing to take the High Road and let it go without getting angry and upset. And if those feelings try to come up (which they will), I am going to pray for that person and thank God for the awesome clients that I do have. Tests are bound to come in all areas of our lives and I would rather pass the test now that have it come up again somewhere else.
I am a very open and trusting person. I never saw the need for contracts with my clients until this situation. So, I would love to hear your thoughts and advice on this. How do you do it? Do you have them confirm through email that they agree to pay you for your work? How can I do this in a professional manner?
And for those of you who can relate to this outside of business, maybe in a relationship or friendship, how did you handle it?
Many VAs use contracts, especially with monthly retainer clients. If you don’t want to use a contract for each project that comes along, you at least need some kind of written confirmation that they will pay for work done / hours spent, even if they decide to go with another designer.
Make it VERY prominent on your site and ask them in the initial consultation to read that section carefully.
You could also make it a “rule” to pay 50% of estimated costs up front for new clients.
Sorry it’s happened to you but at least you’ll know better for next time 🙂
I’ve taken the high road before. Part of me thinks its a bad plan because then you’re just letting the person do it to others. Sure, it’s not our responsibility to “out” them, but if we’re all being do unto others kinda people…wouldn’t you have liked it if the LAST person this happened to had posted on their social networks and you would have never had to go through this?
The whole situation confuses me. Mine and yours 🙂
i needed to read this today. I am dealing with a situation in which I know the right thing to do is take the high road. But I want to scream, and cry, and say “it’s not fair!” to this person who has caused me pain. I know that would not be the right thing to do. I know that i need to take the high road because this person is hurting more than I am.
Thank you.
.-= Heather @ Not a DIY Life´s last blog ..No Room in Baaaaaa-ggage =-.
Dawn… when you have a “new” client (one that you have not done business with before) always – always – always ask for the money up front. (or at least a deposit!!!)
If they are unwilling then they aren’t savvy at business :0)
I haven’t had a graphic design made for any of my sites – Ever – without paying in full.
(except for you of course – but then we have a long time working relationship… and you know I always pay)
.-= THAT Painter Lady´s last blog ..The Difference Between Home Staging and Home Decorating =-.
The reward for taking the high road is not always clear cut to us – but in the end, we can move forward with peace of mind that we have acted in line with our values. Doing this….always results in good things for us internally in the form of increased faith, a renewed sense of confidence in our own value and gratitude for the blessings that we do have today.
Congratulations! Very wise, thank you for sharing this…
Josh Unfried
<a href="http://twitter.com/joshunfried"@joshunfried
I too had a similar situation. I did a bunch of work for a client “on a retainer” and then she never liked the work I did, which included setting up a brand new wordpress site for her and customizing it. She did give me some free passes to her webinars, but she ended up making them free to everyone anyway…
I took the high road too. Didn’t want to, but I did feel the urging of the Holy Spirit telling me to let it go. So I did. God has rewarded me with other clients who actually like my work and pay 🙂
.-= Mary Lutz´s last blog ..26 Ways to Use Ebooks to Boost your Business =-.
I forgot…I LOVE your new header 🙂
.-= Mary Lutz´s last blog ..26 Ways to Use Ebooks to Boost your Business =-.
It is hard to take the high road when someone hurts your feeling you want to call them on it and let everyone know what they did. I am sorry that you might not get paid for your work and time that just isn’t right. Hopefully you can change something in you policy so it dosent happen again.
Maybe a disclaimer that when they ask you to make the graphic that is what they are paying for and If they don’t like it you will change it they way they want one time. Of course change the wording I have good ideas but not the best in putting it in words.
I think it is great that you took the high road. That just shows how strong you are.
.-= jessica c´s last blog ..Going to the drive Inn =-.
I am so sorry that you went through something like this. I love the work that you do and I love the fact that you don’t require a contract or deposit prior to doing your work. However, maybe that is something you may want to consider doing. You can have a page that that outlines your contract and require people to put a $20 or $40 deposit and maybe offer a portion back if they don’t like the work or say it is non-refundable (it pays for the time spent on the work and if they do like the work it will go towards their bill). In order to show their agreement with the contract they must pay the deposit. Just a thought. Since I’ve worked with you before I would have not problems doing this with future work (smile). Like I said before I loved that you were able to work with me, and most places I saw they wanted me to put down a deposit with out seeing what they had for me, plus I wasn’t too sure I liked their work anyway. At any rate, for the reason you blogged about is the reason people do ask for some sort of deposit and I completely understand. I’ll stop now, this is getting way too long.
.-= Felicia – I Complete Me´s last blog ..How are you living? =-.
I’m so sorry that you had to go through this terrible experience. People like this are truly miserable in their own lives and will, in time, get their’s in the end. I am glad that you had the ability and the strength to “take the high road”.
I think most people would have no problem with completing a contract and even paying a portion of your fee up front as yours is an artistic work and you must be paid for your time. Don’t worry about those that do not want to do so, they are not worthy of your talents. Good luck and wishing you much prosperity in the future!
.-= Lorie Shewbridge´s last blog ..Happy Birthday Sue – I Miss You =-.
I am so sorry that happened to you!!! That seems entirely unfair and I am most impressed with your ability to take the high road! That says a lot about your character. 🙂