Pushing customers to finish the work!

[HostThree]

Our company build websites for a variety of different business from different business sectors, I'm starting to notice an issue which is driving me mad because it's slowing our cashflow into the business.

We get a good amount of customers who are no hassle at all but we also get a good number of them that take ages to get anything done. We ask for hosting details, content, page details etc. and it takes literally weeks to get a response even though they all have iPads/iPhones etc.

Some of the projects I've decided just to write off and then they get back in touch the following week giving us some basic information and when we ask for more details they don't answer again and the process repeats.

I'd be interested to hear how other companies push their customers along to get work done, anyone got any suggestions?

It's funny because I hear a lot of stories about web designers not getting the work done but here I am, wanting to get these websites finished and they just don't seem a bit interested??

 

[tony84]

Call them, ask them for the info. If they dont have it to hand let them know you will drop them an email with the info you need.
Give it 3 days if youve not heard give them a reminder.

 

[benjaminedwards]

Hi mate,

I am a designer / developer in Warwick (freelance) and I experienced the same issues too but have resolved the issue too.

What I do when taking on a new client is to explain the process of how I work, time frames and what I expect of the client. It is surprising how clients react when you set "rules". I do not want to come across sounding harsh but it is your business and you set the rules. You can dictate how it is going to work! Works for me and my clients respond happily to it!
Sorry for waffling on

 

[HostThree]

Thanks for the responses so far, having a sort of 3 days callback rule sounds like a good idea.

Benjamin,

Can I ask how you go about setting these rules, do you have a written agreement or is it just explained to them?

 

[benjaminedwards]

Thanks for the responses so far, having a sort of 3 days callback rule sounds like a good idea.

Benjamin,

Can I ask how you go about setting these rules, do you have a written agreement or is it just explained to them?

Hi,

Yes no problem at all. I will always try and meet a local client and make the agreements verbally and if I feel they would adhere to the verbal agreement I would have it in the contract.

Thanks.

 

[Philip Hoyle]

Don't stress about it. It's not just web designers, it's the same for accountants and no doubt loads of other trades/professions. It's just how some people are.

I've some clients who are absolute nightmares to get even the simplest of information and confirmations. Over time, you learn how to manage them, and yes, having written t&c's and laying out exactly what you want and when you want it does help.

Interesting you mention iphones etc., as I think it's actually made things worse rather than better. People tend to read emails on an iphone whilst they're out and about and unable to answer properly, so they intend to answer later but then forget. Or worse, you send a lengthy technical email asking various questions and all you get is a reply of "OK" or similar!!!

 

[HostThree]

I could completely understand this from the consumer market but not from the SME market. I mean I'm sure they've been mucked around on a number of projects so I don't understand why they do it to other businesses.

 

[ScottishInvestments]

As people in farming will tell you, you can wait weeks upon weeks for farmers to write cheques to suppliers! We're a slow bunch!

ScotInvest

 

[Strontium Dog]

Interesting you mention iphones etc., as I think it's actually made things worse rather than better. People tend to read emails on an iphone whilst they're out and about and unable to answer properly, so they intend to answer later but then forget. Or worse, you send a lengthy technical email asking various questions and all you get is a reply of "OK" or similar!!!

Very True.

To the OP: just make sure you get a decent wedge up front. That tends to get rid of time wasters and if they waste time, at least you have had some money for your trouble