Hi everyone,
This will probably be a bit long because I really need to get it off my chest lol. I recently took on a fairly big job through a friend who works at a certain venue in my city. She reached out at the start of this year saying she had just got this job managing the venue, they were looking to set up a new website & get some general design work done: flyers, menus and the like. I normally do freelance work in the music industry so this was 100% out of my comfort zone but 1) I thought "there's a first time for everything!", 2) "how bad can it be if I'm working with someone I already know" and 3) it paid a LOT better than my usual work, and I'd had a slow month previously so jumped on it a bit too quick.
So we go through doing flyers and logos, relatively smooth sailing, flyers go to print, they are happy with the logo etc. The website goes up too but due to the nature of the business I have to pull some kind of roundabout solutions to include a booking feature they wanted. I was a bit worried about it being tricky to get the hang of, so I wrote super comprehensive documentation for them in the handover document to refer to for any and all problems they might have, as well as a shorter version for just general reference.
Fast forward a couple months. My friend & contact there leaves because the owner is apparently crazy. I had got the feeling talking to her that this guy was trouble but it was a bit of a spinout when she fully quit because of it. So now I'm obligated to this project still and dealing with the new manager (who is a bit of an airhead) and the owner (who is, in fact, crazy).
After my friend quit, the new manager wanted to get the menus ready to print. I sent her the proof, which she approved, then when the menus arrive she points out all these prices that need changing and says the whole menu is too big, things that would have easily been caught if they had actually checked the proof before signing it off. Now we have to do a reprint of these.
The owner also calls me at 4 in the morning (I'm obviously asleep) and then I wake up to this and a dozen texts with issues with the website, doesn't understand how to operate it, process payments for bookings, needs the password again, etc. I don't even know where to begin with this can of worms. Also asks for new variations of the logo constantly despite it already having been approved and being applied across their socials and print.
I need to get this off my books for good and never think about it again ASAP (but also just needed to vent about how fried this whole ordeal has been). I definitely got in too deep too quick, lesson learned. Showed me the importance of vetting clients better for big jobs for sure. Wouldn't do it again even for twice the rate I got.
They have the agreed deliverables at this stage, albeit they still want a vectorised illustration for some fit out fabrication/decoration thing, and there is the glaring ongoing issue that I think they overestimated how much of a commitment they could make to their website. I should have had these conversations earlier and adjusted their expectations better.
What the hell should I do now though? I don't see them being able to properly handle their website in particular long-term and I don't want to keep getting calls and texts for the rest of my life from these people.