I would like to share some of my experience as well as seeking opinion on this issue. Lately, I have been encountering some very fussy clients. Situation goes like this.

When I meet up with client, for a web project, clients will list down features that they want for a site. Due clients' lack of knowledge in how a website works (which is why they seek for my services anyway), obviously they will only describe the sections that they need, contents, and so on. I will on the other hand, let them know on the features I can provide and what is not.

As things goes on, throughout the development, clients will start to notice that the actual features that they requested are actually not to their satisfaction, they will then ask to have these features changed. I always allow them to have a max of 5 changes for free as I too believe it is hard for both side to catch immediately on the final flow of the websites in the beginning. But as things keep on, clients, at times, may request small changes and they does not know the impact on modification of the codes.

This is the time when I will acknowledge them on the difficulties but since the explanation is at times too technical, they tend to brush off my explanation and insist on wanting it change. Sometimes, I feel that clients disbelieve my words and think that I am making up excuses and taking advantage on this situation. Certain changes may look minor to do, but on the back-end programming, it might have a huge impact on the rest of the codes.

Thing gets worse when I decide to make these changes and it affects on the project time line. Although, I have informed them on the deadlines extension, they begin to think I am providing a slow service.

I do however let them know as well that there are certain features that I will not include in the project due to time and money constraint.

I always tries to understand both side of the situation but apparently not all clients think the same.

Any comments anyone?