[consulting] Responsibility for Mistakes

[Christian Pearce]

----- "Shai Gluskin" <shai at content2zero.com> wrote: 
> From: "Shai Gluskin" <shai at content2zero.com> 
> To: "A list for Drupal consultants and Drupal service/hosting providers" <consulting at drupal.org> 
> Sent: Wednesday, March 21, 2012 1:50:51 PM GMT -05:00 US/Canada Eastern 
> Subject: [consulting] Responsibility for Mistakes 
> 
> On the one hand, I want to take responsibility. I have a lot of pride in my work. On the other hand, I feel like they really need to own their web site. They neither have a budget to hire me for more hours nor do they have anyone in-house who is inspired to learn this stuff. And when I suggested they add the new members "by hand" they rejected that out of hand. And there is the fact that I DID mention this step in the phone call. 


Here is the first issue. I always tell customers to budget money for fixes, support and enhancements. If they don't it is at their own peril. 

> 
> Questions I need help with: 
> 

    1. Would you charge them for the full 4.75 hours? 


You should explain to them you spent 4+ hours helping them. But do realize the documentation wasn't perfect so offer to meet them halfway. It sounds unlikely they will have more work for you in the future anyway. So I would expect not to get paid. But you did the right them. You helped them out. You can offer to hold the invoice until there is money in the future as well. 

    1. If you would provide a discount, how much off would you take? 
    2. What tone or approach would you take when discussing this with the client? 
    3. I find, as a solo practitioner, it is hard for me to "proofread" my work... and clients are so tight on their budgets. Anybody have ideas about how I can improve my quality control? 
    4. > 


You should explain it was an honest mistake and that you did proof read it. 

Also note, I really like a lot about this client and want to keep the business, even though I'm frustrated that they don't have more skilled people managing the web site. 

Thanks so much for reading and if you have any thoughts, for sharing. 

Sincerely, 

Shai Gluskin 

Content2zero Web Development 
> 


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-- 

xforty technologies 
Christian Pearce 
888-231-9331 x1119 
http://xforty.com 
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