Many of you responded to my thread yesterday - I'm the host who was tipped off a client was slandering my scheduling, and I confirmed it via unethical means by reading his email from the SendMail box. Yes unethical. My "King Kong" threats of libel worked, for now. He is quiet now. Brooding, but quiet.

Anyway - onto healing and damage control.

First - in order to contain the damage already done with this client, I've agreed to continue further updates (monthly) on the site free of charge up until original agreed scheduling - Fall 2008

Second - I've agreed to fully cooperate with hand-off web design firm, in process of coaching their assigned Design Engineer as to how the site was setup.

Third - Notify the pissed of client that in order to ensure that month end updates to website are carefully adhered to - no scheduling variances - that I may be on "month-end-standby" in the event the new designer is late with his updates for some reason. I'm trying to offer Schedule Insurance for him.

Fourth - I'm beginning to offer clients the ability to help gather their own choice graphics from iStockPhoto, and template from TemplateMonster. It eases my burden, if clients can simply shop around for their own template, graphics, and picture, it reduces my having to go back-and-forth with "Do you like this?" "OK, how about that?"

Fifth - I'm considering this... the next time I get a client who is real touchy about scheduled site updates, somehow establishing a relationship with another desinger who may take over the project if I'm not immediately available. Maybe I can network with somebody from GAF (Get a Freelancer)

Using Damage Control and Schedule Disaster Recovery planning via backup designer will hopefully help to avoid another very messy situation again.

Thanks

I duno... I was surprised after the first couple posts from people that you continued to respond over and over.

I seemed you would have done a lot better just keeping your fingers idle, and that still seems to be the case.

Hi Brad,

I'm really glad to see that you've turned this into a positive. I think the way you owned up to it and thought about how to make it better in the future says a lot about your character. Everyone is entitled to slip up every once in awhile - its what you take away from it that counts.

I think the ideas you've presented on how to handle it in the future seem very reasonable. I'm a little sketchy on hiring unknown outsourced support, but that could definitely work out for you if you're careful.

--Tina

I duno... I was surprised after the first couple posts from people that you continued to respond over and over.

I seemed you would have done a lot better just keeping your fingers idle, and that still seems to be the case.

Well, I guess I wasn't idle because I was working everything out. Why, may I ask, do you think I should have been idle? This is anonymous. Highly doubtful those involved would read up here, and even if they did... this could be anybody. Your thoughts please

Third - Notify the pissed of client

Does your client read these forums, I hope not!!!

Does your client read these forums, I hope not!!!

Yeah, I hear you. Well, I very seriously doubt he is reading these. He's no blogger. I suppose there is the remote possibility that his new designer could/may read a forum like this. But, for this chat, I've changed names/dates/details to protect the situation. While the core problem I defined exists, these writings could really be done by anybody. My motivation for writing was to get anonymous opinions, this has served me well. Looking forward to getting back to business without further distraction.

I have not read the other posts - I might, but probably won't have the time unfortunately. (Being retired I seem to be even busier these days.)

But people will complain about anything and everything. I like to complain about the complainers :) It seemed that you owned up to some mistakes, which is good. And then I would let it go. On these public forums - you will always find people that have had problems with some type of company or who hates another.

It is a losing battle for the most part. You end up trying to appease the complainer but you get more people on that ship that you might need to make happy because you made the first one happy. This is why most corporations do not respond to problems on the forums.

OK - I did take the time to read it, curiousity you know. And I understand why you did this. Reading his outgoing emails might have been a bit over the line but as Tina said on the other thread, your emotions probably took over.

Once again, this is why most corporations do not provide customer service in a public way - one client / customer will call the company representative an idiot or moron and the company representative will take it personally.

You might consider some type of CRM that will allow the clients to see how the updates are progressing. This might help with all the updates, but as you grow, something will always (unfortunately) suffer - customer service is usually the first.

I have not read the other posts - I might, but probably won't have the time unfortunately. (Being retired I seem to be even busier these days.)

But people will complain about anything and everything. I like to complain about the complainers :) It seemed that you owned up to some mistakes, which is good. And then I would let it go. On these public forums - you will always find people that have had problems with some type of company or who hates another.

It is a losing battle for the most part. You end up trying to appease the complainer but you get more people on that ship that you might need to make happy because you made the first one happy. This is why most corporations do not respond to problems on the forums.

OK - I did take the time to read it, curiousity you know. And I understand why you did this. Reading his outgoing emails might have been a bit over the line but as Tina said on the other thread, your emotions probably took over.

Once again, this is why most corporations do not provide customer service in a public way - one client / customer will call the company representative an idiot or moron and the company representative will take it personally.

You might consider some type of CRM that will allow the clients to see how the updates are progressing. This might help with all the updates, but as you grow, something will always (unfortunately) suffer - customer service is usually the first.

hmmmmm... you just gave me an idea.... a CRM!! I have sort of a project management / work flow / master page that outlines Stage 1 release / Staged 2 release, etc. Maybe, I can kick-that-up a bit, having like a Master Page / Project update page specific to that client. And, once its all done, it can be a futher portfolio "Project Management" piece for my small but growing company. Hah.... Thanks!!

Hi Brad

I appreciate your guts to type something like this in a public forum .

If you look around , most companies these days (even medium) are following the six sigma methodologies to find and fix process gaps . The idea is if you are able to map processes , defects /damages would be minimal.

I like your action items, stick with them. Onward and upward. Remember,Everyone here has made mistakes!

hmmmmm... you just gave me an idea.... a CRM!! I have sort of a project management / work flow / master page that outlines Stage 1 release / Staged 2 release, etc. Maybe, I can kick-that-up a bit, having like a Master Page / Project update page specific to that client. And, once its all done, it can be a futher portfolio "Project Management" piece for my small but growing company. Hah.... Thanks!!At least I am still good for a few things here and now :) - Good Luck with everything on it!

Heck, even the lawn maintenance guys who re-do the yard, adding more bulk, mowing, planting, etc have a CRM for us to check on their progress. And it is usually updated real time, meaning I can just look on my computer rather than go outside to see how the side is coming along.