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Dos and don'ts when a project goes wrong
- With Jack
- Don’t panic. Emotional, knee-jerk responses to unhappy clients rarely end well. Take some time out before you formulate your reply
- Don’t admit liability or offer a refund. Offering a refund could complicate matters from a legal perspective and hinder the negotiation process if you need to use your insurance
- Don’t sweeten the deal by offering to throw things in for free. This usually leads to the client taking advantage and the project breaks down even further
- Do contact your insurer. You can use the legal advice helpline as part of your legal expenses insurance, or file a professional indemnity claim if there's the threat of legal action or a monetary loss
- Do gather information that can support your case. This can help lawyers defend you, or it can strengthen your stance when dealing with unreasonable clients (e.g. "That wasn't in the contract", "This isn't included in the project spec")
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By Ashley Baxter- With Jack
- Don’t panic. Emotional, knee-jerk responses to unhappy clients rarely end well. Take some time out before you formulate your reply
- Don’t admit liability or offer a refund. Offering a refund could complicate matters from a legal perspective and hinder the negotiation process if you need to use your insurance
- Don’t sweeten the deal by offering to throw things in for free. This usually leads to the client taking advantage and the project breaks down even further
- Do contact your insurer. You can use the legal advice helpline as part of your legal expenses insurance, or file a professional indemnity claim if there's the threat of legal action or a monetary loss
- Do gather information that can support your case. This can help lawyers defend you, or it can strengthen your stance when dealing with unreasonable clients (e.g. "That wasn't in the contract", "This isn't included in the project spec")