How to please a customer when they don't like anything?

Question

Web development

I am developing websites from my studio. The essence of the problem is that all the clients who contact me for the development of sites all argue the same way, "Well, you're special, you do it." We initially draw up a fully detailed TOR, then, as the project is being carried out, the customer says that he is not satisfied with the completed project, as if he did not imagine the site in the same way, although initially they barely pulled out what the customer wanted. Some of them demand money back. How to be? If time has already been spent on development and the client requires money. The contracts are all signed, but what about from the point of view of resources, that fixing this also costs money, which the client is not ready to pay, and the site is made completely according to the requirements?

Answer 1

Draw up a contract where everything is very clearly defined, including the client's wishes are documented. The advance payment is not refundable, if the customer refuses, he is obliged to pay the cost of the work performed. All changes are hourly rates. I can throw off my contract :) though I'm from Estonia, and some things will have to be edited.

Answer 2

Let them sign the TK and pay money, if something is not according to the TK, fix it for free, otherwise add. payment

Answer 3

This is the whole essence of Russian-speaking (let's say so) "businessmen".
Go to international freelance, filter clients only from developed countries and forget such a scam as a bad dream.

Answer 4

Not a studio, but I work with clients... You are fundamentally wrong in sales. Here it is important not only to understand what the client wants, but it is even more important to understand what the client's client wants. Moving the button and decorating it differently is all nonsense, although it wastes your time. Explain that in the subject of the client, everything may not be the way the client imagines (besides, he is most likely a techie, not a salesperson). The purpose of a commercial site is to make a profit. Design and so on is slag, a wrapper. Profit matters. Hence the conclusion - we take your site for maintenance (additional price monthly), constantly test the conversion, choose the most effective design in terms of profit. If the customer whines anyway, he is a "watchman" and this is the "watchman" syndrome. Go over his head - at the top they definitely think in terms of profit.

Answer 5

Do you communicate with the client while working on the site? Does he see what happens?

Answer 6

Claims in appearance or in those parts (admin panel for example)?
Options:
1. Show the work to the client in stages
2. Work on templates - show the template and say you will have exactly the same site, only your inscriptions
3. From the photos, if claims and pictures force you to send your photos
4. Functionality (admin panel, etc. too show on the test site in advance)
5. Take a tough stance in terms of improvements, say that you are working strictly according to the TOR, but this is not in it, so you have to pay
extra money back and on which it is impossible already