Crazy client - help!!!

I have a client who wants to use my content management system for his project. SEO is important for top search engine ranking, which is fine; there is support for mod_rewrite to ensure that all dynamic content links are written in a search engine friendly way as in:

www.yoursite.com/content/mypage/example

instead of something like:

www.yoursite.com/content.php?mypage=example

The problem is that the client is hell bent on having a feature to have static pages generated every time the user changes content. Not only is this pointless because the search engines will not see any difference, but it's going to take extra time that I wont be paid for and will likely raise extra testing and user support issues - again that I wont be paid any extra for.

Lots of people have told him that the search engines will see no difference between dynamic content urls using mod_rewrite and static images, but he is still stuck in wanting the static pages created for every change. Can anyone suggest an idea of how I can handle this?

If it's going to take extra time, surely it should cost him extra money. If he understands that what he asks for involves extra work, there shouldn't be a problem. If he doesn't understand or believe that there's extra work involved, then the hurdle is making him understand that. You shouldn't have to do extra work for no money. IMO.

Most definitly, I have the same problem when I work in someones house, say I quote to re-skim a living room, then go to do the job, they usually ask if I can fill here, fill there, repair that crack etc...

Then I present them with the invoice, with all the little extras on, and they are dumb-founded, thinking they were getting it done for nothing! :)

I explain to them, that anytime I spend doing other work that originally hasnt been quoted for is still charged for. and if they are not happy to pay for it, I'll just knock the stuff off!

Basically, if you do extra work, the client pays, and that's final!

Dabz

[EDIT] You've got to be tough on this kind of matter, because there are people out there who would sell their own grannys if it meant getting something for nothing!

Yeah, either tell them it's going to cost extra or tell them it isn't going to happen. Don't eat it.

In mod_rewrite there is a way of making .html files act like .php files, or at least faking .html onto the end of any .php document, so you could have;

www.yoursite.com/content/mypage/example.html

Even though it is a dynamically created php page. I'm not sure how you do it, though.

Tell him to pay for it.

> Then I present them with the invoice, with all the little extras on, and they are dumb-founded

You may want to be careful, they could balk at paying the extra - and without a written contract it would come down to your word against theirs as to the extra work being charged more, plus it makes for unhappy customers who will not recommend you to anyone else.

EDIT - If you tell them upfront you can do it but will have to charge then you are OK from the customer relations standpoint, but they could still stiff you on the payment.

Thanks guys :-). I spoke to my business partner and she was saying the same thing.

I wrote a reply e-mail to say that using the parallel site and mod_rewrite methods will look exactly the same to both the search robots and viewers, plus I already have the code for the mod_rewrite solution, but I'd have to charge extra if he wants the parallel solution solution because it will take extra time to develop, test and provide support for.

The thing that bugs me about the situation is that he's wanting me to spend time developing code that is inefficient (no need to store the same information on the database and as a static page) and time wasting; even if I get paid, there's other things I could be doing to add to my portfolio of work.

Oh well, I suppose that's how work goes.

> even if I get paid, there's other things I could be doing to add to my portfolio of work

Nothing new there. Just a different name for ROI (Return On Investment).

My whole business works around word of mouth, recommendations and that sort of thing, I've been going for over six months on my own and havent even advertised once! :)

My reputation as a neat/tidy plasterer has brought me business with three construction companys, as well as recommendations from family, friends, friends of friends, ex-work mates, even my old contracts manager!

And the best thing is, I'm not expensive, at least half the price of other plastering firms around Durham.

The vast majority of customers do in fact pay for the extra's, some customers even give me a tip, take for instance a job I did at Ushaw Moor (May wanna google that!), I finished the job, there was an extra cupboard I got asked to do. The bloke payed me and while wrapping up my gear, he asked me what I was doing over the weekend, I told him it was me and our lasses 3 year anniversary and we were going for a meal, before I said my goodbyes, he give me £20 towards me and our lasses meal!

Then, you get the very small majority of customers that think they own you once you start doing work for them, customers who haggle at the price of the quote when the jobs finished, customers who want their bathroom looking brand new by asking me 'just to fix' the walls where they thought it would be a good idea to take the tiles off, knowing they had a plasterer coming!

Look at these plastering 'facts':-

Undercoat plaster takes 1 1/2 hours to set, finish plaster takes 2 hours trowelling (at 15 min intervals) before its smooth and set. To fill a decent sized hole/patch of wall, it can take as much as 3 1/2 of work!

a coat of filler takes 90 min to set, usually a small hole requires two coats, then sanding!

Take that into account, because I can earn £13.50 an hour patching for a agency, it doesnt take a lot to work out that, if any extra's are done, they are paid for by the client!

I'm very stern when it comes to matters like this, I've got to be, I've got to make a living, and if I upset people along the way, then so be it!

Dabz

Leon,

Everyone is correct - if you do work - clients must pay for it.

If you don't want to do the work, then simply remember that if they are paying you to work now, that is more money in the bank for when you are quiet and that means you'll have more time to develop your portfolio. So don't let it 'irk' you so much.

IPete2.

Thanks again for all your help everyone.

Dabz - So it's not just with software and web design that this thing happens then? lol, it's an important lesson to learn to make sure everything is in writing.

IPete2 - Having the extra money in the bank is a plus I suppose - and the main point of doing any work. I suppose the main thing I don't like about doing work that I know is pointless is that I'd be charging someone money that they don't need to be spending. Maybe being mr nice guy isn't always good in business :-D



Anyway, I got a reply from my e-mail and it seems that the client is happy to go with the mod_rewrite route, which solves my dilema. Sounds like he wasn't confident in the method because he's not a programmer and isn't sure too much how it works - even though I and others have explained; though, because I've re-explained the process, have assured him that there's no difference and have also explained that developing the parallel site feature will cost more for the extra time, testing and support for no extra benefits, I think he's realised it would be worth looking into the new approach.

> Everyone is correct - if you do work - clients must pay for it.


Incorrect, if you do work that is not authorized then the client is under no obligation to pay for it. Authorized is a funny idea though - cell phone companies in many US states can get your verbal authorization and stick you in a contract for another couple years. Most people are generally going to be fair as well, just watch out for the ones that won't pay though.

I work on large websites sites (.5 to 1+ million dollar projects). Part of my job is making sure the customer gets what they need and not what they ask for. I don't mean that in a condescending way.

It's not uncommon for a customer to come to me with a proposed solution without stating a goal. I try to find out what the requirements are then work on the solution.

Of course there are times, where a customer is dead set in how they want something done. It's up to you to either make sure you get paid the additional money or walk away. Trust me, there are times to walk away too.