Backstory:
Client has been on the books for over 7 years, which started with a full website redesign. Upon launch he decided to sign up for one of my website management plans, which includes hosting, software updates, security and more on a super high-quality server. His plan also allowed up to 2 hours every month to have me update page content, post blog posts, etc. Each month, he would receive a report showing the latest stats, updates that were installed, security updates, etc. He paid his monthly invoice like clockwork and without question.
RING RING
Earlier this year and out of the blue, he sent an email asking why he was still receiving my invoices. I replied, pointing out that it was because I was still providing website management services. I double-checked to make sure the website hadn't been moved since the last time I accessed it earlier in the month (it hadn't, so it was still on one of my servers). No response from him. His invoice gets paid as usual.
RING RING
Another month goes by, and he sends another email asking why he's still getting my invoices. I essentially repeat the previous message but also offer to talk on the phone or Zoom to discuss, if he needs additional clarification or information. No response for a week, so I call him and leave a voicemail offering to chat about the services I'm providing to him. No return emails or phone calls from him. His invoice gets paid as usual.
RING RING
Yeah, so this goes on for months. I keep trying to call but end up on voicemail. No return emails, no return calls. Invoices all get paid.
And then suddenly, an invoice payment is missed. I give him the benefit of the doubt because he's never missed a payment in 7 years. I send reminder emails and calls. No responses. Why does he never answer the phone? I know they have several employees.
RING RING
About a week after the last invoice was due, an IT company calls, asking for access to the client's website. I tell them that, for security reasons, I cannot give them access without direct authorization from my client. I suggest that they call the client and have them call me or send an email authorizing access. Silence for 2 weeks. During that time, I've tried calling/emailing the client a few times with no response (surprise).
Well, it's been three weeks without a peep and multiple warnings that this will happen, so I suspend the website.
RING RING
Two days later, a brief email from the client arrives, authorizing me to provide the IT company with full website access. No further information. I replied that I could do that if they pay their invoice that is now delinquent. No response, of course.
RING RING
The next day, the IT company calls, hey man, when do we get access? When client pays the bill. IT company says, we'll pay the bill. So, they pay the bill through my payment portal page on behalf of the client. Fine. I send them access details. I inform them that the website will be suspended again after the due date of the current invoice, which isn't too far away.
RING RING
The next day, the IT company calls to ask me how to migrate the website to another server. Seriously? WTF? I'm laughing my ass of at this point. I tell them I'm available for consultation at my regular hourly rate. They decline and choose to figure it out themselves.
RING RING
Later that day, the IT company contacts me to send an authorization code to transfer the domain name. I point out that I do not manage the domain name, so they'll need to contact the client.
RING RING
Another day goes by. They apparently now have access to the domain name and want to know how to point it to their hosting server. I remind them of the consultation offer. They decline.
And that's where we are today. Note that the client NEVER informed me that they were leaving. Had they simply communicated this to me, I would have bent over backwards to help them, and I would have likely donated the last month or two of the maintenance plan as a thank you for being a long-term client. That's how I roll and I've done it before.
I don't know why the client is leaving and I don't really care anymore. But WTF?
People do strange things. But it is a giant waste of your time. Thanks for the story
Perhaps the key to understanding this mess is to remember the "client" is multiple people at their company who may not be the original ones in their roles.
@bill93?ÿ
yep
And they'll either be able to say they were successful in saving time and money switching to their new and improved idea, or just fall on the sword they wielded for their egoism and also move on down the road.....
?ÿ
