Milestone Advice

[madhus4]

Hi Everyone, I really need some advice on how to handle a situation.

A client hired me for some designs, The first milestone was the base design, second milestone was the prints to be included and the third milestone was the final files with all the measurements/details. I worked with the client and the first two milestones were completed and paid. However, when i submitted the third milestone the client responded that she has changed her mind and would like to change all designs and prints(which are the previous paid milestones). I dont mind making the changes, however this is redoing all my past milstones. Also, I do want to be paid for the third milestone(since it was honestly alot of work and time). What do I do? How do I convey this to my client without causing a problem?

[petra_r]

I'd just say something along the lines of:

"Hi XYZ, sure, I can do that, sounds like a good idea. Once you have released the last milestone from the previous round and set up the new ones I'll get right onto it."

One of two things will happen:

1. The client will release milestone 3 and set up new milestones
2. The client will decide she doesn't want to change her mind and completely redesign it all after all...

[madhus4]

Thank you so much, I am going to try that!Love the solutions you give!

[prestonhunter]

You have already received excellent advice from Petra.

I would add only this:

An ethical, professional client who understands the fixed-price contract model receives the work from a freelancer and approves the work if the freelancer did the work.

Which you did. You did the work.

Saying that she changed her mind about everything may be a chatty, interesting thing to say, but it has nothing to do with your contract. So either the client is very new to the fixed-price contract model, or she is incapable of understanding the fixed-price contract model.

You should always be ready to switch to an hourly contract when you encounter a client who doesn't understand how fixed-price contracts work.

I have done this MANY times with clients.

"Janet: I would love to work on these new ideas. We can close out the current contract after you have released payment, and then set up a new hourly contract. An hourly contract is far more flexible and will work better for you. You will be able to ask for any changes at any time, without needing to start a new contract or worry about specific agreements."

[madhus4]

Hi, So the clients response to the previous comment to release the payment and set up new milestones is "No I meant that I would like to replace the ones you sent with the new designs". 

Honestly, I dont want to be rude, but she is not only asking me to redo the complete milestone 3 but the complete milestone 1, without paying me and now I am panicking because I dont want to loose my last milestone funds.

[petra_r · Accepted solution]

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@Madhumika S wrote:

Hi, So the clients response to the previous comment to release the payment and set up new milestones is "No I meant that I would like to replace the ones you sent with the new designs". 

Honestly, I dont want to be rude, but she is not only asking me to redo the complete milestone 3 but the complete milestone 1, without paying me and now I am panicking because I dont want to loose my last milestone funds.

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 Umph. This isn't going to be easy but you need to get it through to her that the work as specified in the original contract has been done and needs to be paid for as her changing her mind is not your problem.

"Hi XYZ,

I think there may be some misunderstanding. I have just checked all our previous communication and all the work was done by myself exactly according to what we have agreed from the start and according to all your feedback along the way.

This means that milestones one to three have been completed.

I'd be only too happy to work on a new set of designs for you now you have changed your mind about the direction you are going in, but this will have to be a new set of milestones because the work, as specified in our contract, has been completed as asked for by yourself.

Alternatively we can change it to an hourly contract, which will allow you to change your creative direction as often as you like and explore new ideas at will."

or something like that...