I agree. Here's one instance that prompted my question. We have a client that is CONSTANTLY changing their mind. This is beyond mere feature creep, but a whole re-do. They pay for it. We'll say great! You want all of this in a database, no problem. We have time between x and y date. Have your content ready for us before x date so that we can review and discuss it. Sure thing! x date arrives, we call three days, a week before, hound them between x and y dates. We show them that all that was within our power to do was completed prior to schedule. We ask them to revise the completed work BEFORE X date. They barely return calls. Then a month or two after y date (and we've received like 5-10% of the materials) they call the director all upset that we haven't completed the project, and they don't feel like they're moving forward. Yes, the easy answer is "fire them". They're a big client, it's not going to happen. My intention is to find some way of managing clients like these, and approach my director with solutions, rather than a problem. Oh, and to manage the client in such a way that it doesn't happen anymore :) On 2011-09-07, at 4:41 PM, erik mattheis wrote: > All our delivery dates are contingent upon the client's delivery/approval > dates. I would think any other kind of arrangement would be inequitable. > > On Wed, Sep 7, 2011 at 3:31 PM, Matt Warden <mwarden at gmail.com> wrote: > >> On Wed, Sep 7, 2011 at 4:21 PM, Francis Marion <francis.marion at sfroy.com> >> wrote: >>> Currently I and several managers in my company are experiencing issues >> where some clients don't deliver materials on time. When the project starts, >> we make agreements about delivery dates and so on, with the understanding >> that they'll deliver the goods (copy, images, logos, information, etc) when >> they say they will. Many, however deliver them past the agreed upon times, >> or, we have to hound them for materials, which irritates both parties. >> ... >>> I'm soliciting ideas and opinions on how to deal with this kind of issue >> in a way that is respectful, flexible, but not a nuisance to us or our other >> clients, and that is similarly respectful to the client who is usually bang >> on, but has the rare stuff-happens lapse. In the future, we have the >> potential of adding some sort of clause to the contract, or at the very >> least some form of notice, but I'm not sure how to handle our long-time >> clients, or clients whose projects are already active. >>> >> >> If you don't have something laid out already, you are mostly SOL. You >> could try communicating to them that you have other obligations >> starting on [some reasonably far time in the future] and you just >> wanted to let them know that, given current delays. But that could set >> you up for having to stick to it or essentially admit you don't have >> to stick to it, should they not heed your warning. If the issue is >> that you are holding time on your calendar for this project, you could >> simply act as if starting on [original end date] you will be free to >> take other projects on, and deal with conflicts as they happen. There >> aren't great options. >> >> In the future, you might consider setting a payment schedule based on >> the planned project timeline. That way, if they want to delay, it >> doesn't really matter. This is my preferred option, but you have to be >> careful about how you set up collection of those payments. >> >> Protecting yourself with a clause like "We expect stuff from you in a >> timely manner" is next to useless. >> >> -- >> Matt Warden >> http://mattwarden.com >> >> >> This email proudly and graciously contributes to entropy. >> -- >> >> * * Please support the community that supports you. * * >> http://evolt.org/help_support_evolt/ >> >> For unsubscribe and other options, including the Tip Harvester >> and archives of thelist go to: http://lists.evolt.org >> Workers of the Web, evolt ! >> > > > > -- > Erik Mattheis > > http://www.flickr.com/gelk > -- > > * * Please support the community that supports you. * * > http://evolt.org/help_support_evolt/ > > For unsubscribe and other options, including the Tip Harvester > and archives of thelist go to: http://lists.evolt.org > Workers of the Web, evolt !