Now it’s going to happen a bit of water because my plates popped, right?
So in my LastPass on to, I actually talked along the snakes.
I talked about feeling used and abused.
It was very similar because it was about when you put yourself out there and you constantly help others, but they don’t seem to appreciate it.
It was the classic, you know, when you get asked for your brains to be picked or to just help out with the project, but actually there’s no money involved.
And then they expect you to kind of give up your time for free.
And it’s completely fine when as a friend, there’s someone like, you know, you know really, really well.
But when it’s someone who doesn’t really know you and they kind of just expects you to do this to and they they brand it with, oh, you’re supporting others and you’re giving back.
And then they even make you feel guilty for saying, though, I just think that’s that’s not cool.
And I’m a sucker for this sort of stuff because as I said, I want to do a great job.
I want to go above and beyond and I want people to feel looked after.
But sometimes I’m aware that I do definitely do it at my own expense.
Like I actually make decisions that financially hurt the business because I believe in playing a long game.
I believe in reciprocity, and I believe in people doing the right thing.
But the problem is sometimes people just don’t.
And this is the lesson I’m learning at the moment.
Because, you know, just because you always give back and you always try to be there for people who like you, know, when in their time and needs, it doesn’t mean that others will do the same.
I’ve had many situations like this over the years and I sometimes wonder why I keep doing it to myself, why I believe that people will change and eventually do the right thing.
And one client really stood out to me.
This was a situation which, you know, really hurt my team.
And you know, we’re still we’re still in pain from it.
Like, you know, it was a long time ago, but we are still affected by this and it makes us really rethink.
And I’ve had several situations since then, whichever kind of been very similar.
And it makes me just think, God spring, don’t do this again.
So context is they were entertainment venue, right?
That not that kind of entertainment venue, but they were a physical place.
And so during lockdown, so this was back in 2020 when the world went to share.
And obviously as a physical venue and same venue, they suffered massively.
And they said to us that they couldn’t actually afford to pay our retainer anymore.
So we got it.
I mean, we also suffered during lockdown.
Loads of people pulled the plug on our projects like this.
I know some agencies boomed during this time, but we didn’t.
We suffered and we decided to offer to help them out for free during lockdown until their business reopened, just because we wanted to support businesses during this ridiculous time.
Like we’d like to hope that people do support each other to get through difficult times.
And you all know how long lockdown is for, right?
So that’s just gives you an idea of how long we pause our invoices for.
And when their business reopened, it massively boomed so much that they opened up new venues all over the country and were bragging about how much money was coming in.
So they eventually commissioned us to design and build a new website because they were doing so well and they were expanding and they wanted to include all their new locations, et cetera, et cetera.
And obviously, instead of just building on that, they wanted to improve their UX and, and, and yeah, so they, they were, they, they asked us to do it, which was great.
And we were really happy to do this.
And we were super excited about this project.
We worked day and night to produce the best possible website for them and they loved it.
They said they couldn’t believe how quality it was and the level of detail in the UX that we had gone into.
And we were just so excited, like to put this website live until we got to a bit where they wanted a custom software integration.
And we’ve always agreed to integrate this third party software with an escape of work.
And we were liaising with the company, the software company throughout this process of how to go back doing this.
And you know, we were also aware that some of the functionality they wanted didn’t actually exist in that company software yet.
So we were always talking to their dev team about what the dev team needed to do and what was possible and what wasn’t.
But after months of back and forth, our client told us that we were actually responsible for developing this functionality because they couldn’t get the company to do it because it’s a big company and like a multi $1,000,000 company.
And they were just sort of like, no, we’re not doing this, obviously.
So they thought they’d come bully the small company.
And I was like, we’re not a software development company.
And this is definitely not in the scope of work.
But they insisted some like vague term going, oh, well, actually if it’s being integrated to the website, then it’s our responsibility because we’re responsible for the website.
I’m like, no, that doesn’t work like that.
And I was like, even if we could do it, like, and even if we, you know, wanted to charge you and digital fee and do it, we’ve got no one on our team who could possibly do it.
We’re not software developers, we are website developers.
It’s a very different thing.
So the founder decided to ask a mate for their opinion and their mate obviously told them that they could do it in just four weeks.
And it actually charged them less than what we were charging for the full website.
And they convinced their client like that, that we were whiffing them off and instead encouraged them to hire him instead.
This was gutting.
Like our team was so gutted it caused so many problems.
We’ve been back working on this for like months.
I mean, probably like 18 months, right?
And our client fired us because they thought they could get a better deal elsewhere.
They ignored the fact that we worked with them throughout lockdown for free, putting our own business under pressure with the lack of working capital and paying salaries for work bringing in no money.
You know, they just conveniently forgot about all that goodwill because they wanted to something else to benefit them as that broke our team’s hearts.
And part of me wished I’d been more selfish and prioritized ourselves at the beginning.
And you know, part of me felt guilty because I hadn’t done everything I could have for the client.
Should I have just found someone to do that dev work and soaked up all the cost?
Like absolutely not.
But because that alone would have been way more than we were charging for the whole projects.
But still, part of me felt guilty for not doing it.
So I just don’t think these things are ever so clear cut.
But it made me realize what people are like.
There was no way I would have treated someone like that who went out of their way to be nice to us during a time of need.
And do you know what the worst part of all of that was?
Is that the client got back in touch with us around two years later to desperately ask us to fix that agency’s work, saying that they still hadn’t produced a website two years later.
And actually they’d ripped them off to the tune of 6 figures because what he said he could do was all a lie.
And their website now it’s still the old version that we designed five years ago and the basic functionality is still there.
So they spent all that money and they have a worse site than what we would have done for them.
And so the client like got in touch and asked me to look at the work that needs to be done and, and said that they preferred our design and stuff and, and you know that there were they, right?
They couldn’t believe what happened and they were victim blah blah blah.
But guess what?
I didn’t hear from them.
Sorry. No apologies for what had happened or or any acknowledgement that they treated us like absolute shit but somehow still an expectation to fix the mess that they were in.
I mean we didn’t even get down to talking about costs.
I mean would they even paid us? I don’t know.
What do you think? Do you think we decided to work with them again?
Of course not.