Dealing with client delays

[bdgardengirl]

I've got 2 clients right now that are on the list for the most tragedies this year. Both of them have dealt with family illness, miscarriages and other traumas. As a result, when I send pages for approval in April, I'm just now getting feedback with (of course) many revisions. I want to be nice but this causes me frustration and aggravation and costs me time (money) because information has to be repeated to them because so much time has passed. The only good thing that's come out of this is my resolve to start working with contracts, stop quoting by the project and just bill by time. These are of course the same clients that drag their feet to pay me, or argue the concept of additional charges. ARG!

Does anyone put time restraints on approvals/revisions? I would appreciate any thoughts out there on creative, diplomatic ways to deal with this type of client. Or at the very least your humorous anecdotes on this subject. Thanks for letting me vent.

[Patrick Elward]

Becky, in the contract should be a dislaimer that states something like so:

In the event of the cancellation of this assignment, or any delay of more than 15 days, we will invoice you for the greater of either: (1) all work completed up to the date of notification, based upon the percentage of the project finished, including expenses; or (2) 20% of the agreed-upon estimate plus expenses, and this contract shall be considered fulfilled by Development Firm. All incomplete work will remain the property of Development Firm. All payments already made will first be applied to these charges.

Or you can try this route:

Project Management: All projects begin with signed contract and receipt of project start fee. Projects are considered open and active for the duration of the deliverables. If client is non-responsive or otherwise unable to uphold their end of the project tasks, there will be a $75 fee incurred every two weeks to keep the project open. Unless the client specifically states to place the project ON-HOLD, this fee is billed every two weeks for the duration of project.

ON-HOLD: All projects may be considered on hold when client submits a request to place the project ON-HOLD. This must be in writing (by email or registered mail) and confirmed by developer. This will freeze the project's development and its costs. There is no charge to place projects ON-HOLD, However, there is a $150 fee for reactivating ON-HOLD projects. Projects can only be ON-HOLD for a period of 300 days, after which the project is expired and must be re-negotiated.

Hope that helps! (I'm not an attorney, so you may want to have these items reviewed by a professional)

[bdgardengirl]

I like the language in the first choice. It's all about getting it in writing and sticking up for yourself.   

Thanks Patrick!