While reviewing our Google My Business page I noticed a bad review from a former “client.” She was a website project that one of my former employees took on as a contractor and out of charity, I picked it up to finish what he couldn’t.
Prior to the project, I had a call with the client to sort out the mess. The client had no contract with me and never paid my company any money and I made it clear that out of the goodness of my heart I was helping her out because it was so close to done.
The project essentially had to be redone as she changed her mind about everything she wanted every week. Since I had no scope or contract from the original project (and didn’t bother setting one up for my crack at it) I had to take her word for what was included and what wasn’t.
Needless to say, the project tripled in hours from what was budgeted but throughout the whole process I never got an indication she was unhappy with the work, quite the opposite. Her emails stated things like, “You rock!”, “This feature is awesome!”, “Great work!”
When it was time to launch the website I went through my normal pre-launch checklist, getting approvals from her to launch, etc. After we launched the site, she demanded we take it down as she “hadn’t looked at the site” and that we had launched it without her permission.
We quickly redirected the domain back to her old site. I told her that I can’t continue to work on the site as my paying workload can’t allow further free work and introduced her to another developer to fix and finish what she couldn’t make time to review before.
Weeks went by and I reached out and asked how things were going.
I then found the review stating we were poor communicators (we communicated by email at least three times a week), took too long (a month of that she was on vacation and said, “don’t worry about it till I get back”) and lacked professionalism and customer respect.
After following up by email to get clarification on the bad review she stated that I should have gone above and beyond her expectations so that I could have received referrals from her family and friends but now that she was going to use her experience as a Case Study of what not to do with her business students.
I just thought, “Right…because giving you triple the hours for free and a far superior product than you had before at no extra cost wasn’t going “above and beyond”