Do you expect a client to pay for a design they don't like?

Question

Situation: a long time client (at this point I've done consistent work for them for about two years) just messaged me saying they do not want me to bill them for the last design I did because it was not what they wanted. However when explaining the project they said I could have creative freedom.

Is this a normal thing for clients to not pay for a project and then expect you to do it over? I get edits and things like that but expecting you to not bill them for what you already did and just starting over? Do you expect a client to not pay for a design they don't like?

Answer 1

This sounds like an uncommon relationship.. or at least workflow.

In most situations, you'd present a design, if the client doesn't like the design, you rework it. Striving to make the client happy. But it's all billable. A contract should state as much.

Just because a client tells you not to bill them for something... that does not mean you don't bill them. It's not their choice what you charge for. However, a request like that would lead me to a discussion....

• The project was assigned. I spent X hours creating the project you requested. That time could have been spent on other clients and other projects. Instead it was reserved to complete the project which you requested. If I work on a project I expect payment.
• What don't you like?
• How can I edit this to better suit your needs?
• I will strive to create something you can use, but this is a billable project.

All that being posted.. if it's a long standing, great client and the project was minimal, only taking a couple hours or less... I may offer a considerable discount if they are unhappy. And in some instanced not invoice. However, I've never not invoiced because a client told me not to.

Answer 2

It's not OK. The next question is, how to deal with that.

I'd say something like:

Dear Mike, we both want to make our design up to your expectations. However, we disagree on the payment terms for the work done.

As far as I understand you, you don't want to pay for the work that I've done for you. Could you talk more about why my job is so horrible this time?

What you just did?

1. By using extreme language, you've made the client defend your job: "It's not actually horrible, it's rather good..."

2. Made you speak about the design, not money.

After you know what exactly is bad, you may tell your points:

• it's not a spec work, therefore it should be paid an agreed amount
• show him this thread
• basically show him support and act like a parent, explaining the rules and supporting his fears.

I ran our agency, VisualPharm, since 2002 till 2012 and we've got three cases like that (out of 200+ clients). They are extremely hard to handle via email. Skype, phone or a lunch work much better.

In all three cases the clients paid.

• In two cases out of three, we didn't keep the client
• In one case he has come back after a while. He said it was his fault. He made his team manage our design project and didn't involve personally.

Answer 3

Its always better to consult with the client about what they want and make sure you both are on the same page before you start designing.

You need find out what the client wants and what they need. If you believe your ideas are best for their business you need to help them understand why. Once you are both in agreement on what designs need to be done then you should never have this problem.

You need to back up your design. You need to tell them why your design is best for them. Give them your reasoning why you did what you did and how it will help them. Convince them why you are right, you are the expert, you went to school for this. then you wont have to change anything and they will be happy to pay.