Building a website is a complex process that requires attention to detail and high technical skills. However, issues and mistakes can occur, and sometimes problems are only discovered after the project is completed and handed over to the client. This raises a complex question: should you, as the website builder, charge extra for fixing issues that arise due to poor planning or incorrect execution? In this article, we’ll explore the ethical, professional, and business aspects of making this decision.
This is a question I often ask myself, especially when I finish building a website and a newer technology is released shortly after, or sometimes when I gain new insights on how to do things better. There are many aspects that might be invisible to the client but will benefit them for years to come. How do I decide what is “good enough” and what should be upgraded in a couple of years when problems arise? Where do I provide added value that the client might never really know about, but will experience in the smooth functioning of the site for years to come? And this is just the tip of the iceberg of the actual question.
Professional Responsibility and Quality of Work
Responsibility for Quality Work:
When providing website building services, clients expect to receive a functional product that meets the needs defined in the specification. If problems or deficiencies in the website’s functionality are discovered after the work is completed, it’s important to consider whether it’s your responsibility as the project executor to fix these issues without additional charge. Whether it involves programming bugs, design issues, or poor user experience, clients expect to receive a high-quality product that performs smoothly.
Warranty Period:
One option is to define a warranty period for the website, during which fixes are made at no additional cost. This warranty period can include minor repairs and system adjustments due to faults or errors made during the website’s construction.
Charging Extra: When is it Justified?
Fixes Outside the Original Scope:
There are instances where website problems stem from changes or new client requests that were not part of the original specification. In such cases, charging extra may be justified, as these are additions or changes that were not included in the original agreement.
Issues Beyond Your Control:
Sometimes, website issues arise from factors beyond your control, such as unexpected system updates, changes in third-party platforms, or technical problems caused by the client’s server. In these cases, you might consider charging extra for the fixes, but it’s important to approach this carefully and communicate it transparently with the client.
The Implications of Charging Extra
Client Satisfaction:
Charging extra for fixing issues in a website that was built incorrectly can harm client satisfaction and the trust that has been built. Clients may feel dissatisfied if they believe the problems arose from a lack of professionalism or negligence, and the demand for additional payment may lead them to seek other providers in the future.
Professional Reputation:
When dealing with ethical questions like this, you must consider the impact on your professional reputation. Service providers who maintain high work quality and take responsibility for mistakes are the ones who are valued and re-hired repeatedly. Satisfied clients tend to recommend you to others, while disappointed clients can damage your reputation.
Summary and Recommendations
The decision to charge extra for fixing a website that was built incorrectly depends on various considerations, including work quality, the original scope of the project, and the circumstances that caused the issues. To maintain a high professional reputation and establish trust with your clients, it’s recommended to have open and honest discussions with the client and evaluate each case individually. In cases where the fixes result from errors made during the construction, it may be wise to perform them without additional cost as part of your professional responsibility. When it comes to issues or changes that are beyond your control or outside the original scope, charging extra might be justified.
My personal approach is to maintain professional integrity, take responsibility for my work, and ensure that my clients receive the best product I can provide. I believe that this approach not only preserves a high professional reputation but also contributes to the long-term success of the business.
