MNGT 136 Week 7, Dealing with a difficult client, what would you do?

Well this week I had the difficult task of explaining to my customer that the usability test that we have finished up on his website had some major issues. The first words out of his mouth were ‘let’s just roll with what we got, I do not want to spend any more money’. Of course, this is going to present a big problem for his website business going forward. After explaining the problems that we found in our usability test, we gave him a few options of things that can be removed from his website and keep it productive. Of course, we explained that the best option would to go with all we recommended from our test. This would give his clients the best user friendly website experience and also increase his revenue.

After much discussion, we came up with a plan to not only appease our client but also one that might just benefit our company also. We decided to roll out the website with what the client was willing to pay for. We explained that if he was not happy with the results in a given time frame, we would role out the website as we had originally proposed. If the latter is to happen, we will compare the website traffic and sales with the original, and if we have the increased numbers that we are fully confident the site will experience, then the customer will pay the full amount as proposed. If the website does not perform as we expect it to, then no added cost we be paid by the customer. The customer was in full agreement with this proposal.   

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