Client not satisfied with the design. Doesn’t want to pay

I have a new client which approved my proposal saying that we will split the project into milestones – first payment after the first milestone (30%). The problems appeared right from the start because she didn’t have a brief or a lot of details about the project like design examples or some sort of wireframes or sketches. Basically, I was working in the dark somewhat.

PROBLEM: Anyway, she approved the first few wireframes, but after I finished the design, she was NOT PLEASED at all and doesn’t want to pay before I make the necessary design revisions.

I don’t have a problem with that, but I already did a lot of work and will like to get paid before investing even more hours into this.
After long discussions where I tried to explain that I can definitely change the design, it’s not an issue, but I have to get paid, she refuses, saying:

Paying is not an issue [lol] but what if she pays and still doesn’t like the design I come up with.

The discussions seem to go nowhere and I’m honestly getting tired of this. What can I do in this situation?


Looking at your question I can see some points that cause me immediate concern:

“…first payment after the first milestone (30%).”

For me at least that’s an immediate problem. I too have staged payments, but the the first stage is always a deposit. If you get paid before you lift a finger you benefit from several advantages!

…problems appeared right from the start because she didn’t have a
brief or a lot of details…

Another red-flag. If there were problems from the start, they should have been dealt with at the start. Beginning a brief of any kind without a decent scope in place is always asking for trouble.

The options going forwards

Right now you simply have two options, and they very much depend on your perception of the client and your interactions with her up to now. If you insist on getting paid, you will or won’t GET paid, and maybe you’ll terminate the relationship. Sometimes that can be worth it to secure the 30% and save yourself a lot more trouble with a bad client.

Or you let it slide, do (as little!) extra work as you can and attempt to patch up the relationship to your mutual benefit.

Good luck! In my opinion next time you should secure a deposit and a scope, and you’ll avoid this situation in the future.

Source : Link , Question Author : Mimy Polina , Answer Author : mayersdesign

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