Difficult Client

[Diogenes]

For 3 years, I have been building my computer tech business. In the last year and a half my business has moved from in home repair to a client based relationship with many local businesses in my area.

the problem is my first client. he runs a wholesale business. It originally ran from his home. It had 3 pc with wireless internet. Taking care of his needs where easy at first. He then made his garage into an office 6 months ago. His assistant contacted me asking if I could install their brand new dsl/wireless modem. I agreed and set the appointment the next morning. To my shock when I got there I was escorted to the 2 story garage. I was then informed that they also needed me to hook up all their pcs in the garage, including printer that they had no software for, 3 new pcs and a lot of software on each computer. Then install DSL internet and wireless card on 3 of the pcs. When I was finally done I went to hand over an invoice to the owner's wife. I got the accused of shirking my task because I didn't go grab equipment their old office and setting it up. I was not told about the equipment before hand. when I set it up it didn't work. I finally left. I had my secretary ask for a full list of everything that they wished done for any further appointments when they call.

Fast ford to last friday. i was out of town. My secretary called me and told me the client would need in 3 weeks to setup their business in a new warehouse. There would be more than double the amount of pc's and I would need to build them a new network that involved wired pcs and wireless hand scanners. They setup a meeting to discuss everything they wanted done and so I could start planning their network.

I arrive and they give me a brief run down. I ask if they still had the 3 week start point. NO! They need everything up and running by friday afternoon. This just isn't enough time. Why? The warehouse has 2 extension cords for electricity. and no phone lines until this evening (Thursday). They told me that electricity would be up and running Wednesday morning. I knew this job was big. A good friend offered to take 2 days off of classes to help. We started the next day Wednesday. The cords, mice, ect where missing and we had to wait around 2 hours for someone to find it all, littered amongst the hundred of boxes of inventory. All we could accomplish was testing all pcs after the move and setup the new ones. We could not set them up in their workstations. We have to wait for Friday when we should have electricity. We also measured out the amount of networking cable we needed. I left the owner's assistant instructions to call as soon as I could started with electricity.

Thursday, today. I waited around for several hours before calling to check on when I could start. I have to do everything tomorrow without any help. My friend took 2 days off of classes for nothing, They knew I was bring in some help. In good concience I cannot send my friend away empty handed.

So this is my problem. The clients rushing and me giving me the time to prepare that I need to plan such a huge undertaking. I have no help The job is to big to be done in their time frame even with another person now. How should I handle this. I feel I should get some extra compensation for the troubles that their changing plans and setbacks are causing me. They knew I was bringing help on wed, and thursday to be able to get the job done on their deadline. Now I am just really screwed and have no idea what to do.

If anyone has any advice I would be very appreiciative. Sorry I don't have the best writing skills.

[Sam0182]

Take a step back and total your profit/loss. Make sure you're on the upside, even after paying out your friend, the extra time involved, etc.

Then take a look at the history of profit/loss with this client...overall, you've been on the upside, correct? Has this client referred other customers your way? What other positives have they provided you?

As hard as it may be, I would really try and stick with it, as long as you're on the upside of the profit when it's all said and done. You can have favorite clients and not so favorite clients but unless this one is bringing a true drag on your overall business, stick with it. It's okay to have crappy rushed weeks every once in awhile, especially if you're still on the upside with the profits and good side of the client.

Communication is key. As long as you can keep an open/easy line of communication with the client, they're likely to stick with your services, even if things don't work out as they originally planned (whether you're at fault or not).

Hope this makes sense/helps a bit. When things are rolling along really well and business is constantly coming in, it can be hard to deal with fussy customers...but you'll be counting on those same fussy customers when things slow down a bit, you need more business, etc.

Congrats on the business. It's good to see other guys doing some real here on the forums.