[Solved]How much help should clients expect?

[jasnick]

I use CMSMS for all my sites even though most of them I maintain myself. I have a few clients who actually use the CMS to update their sites themselves and for these clients I write a manual. Down the track I am happy to do any changes they want at no extra charge. All except one are happy with this arrangement.

I have one site with 2 editors. They received a manual several months ago. However, they are not happy just to update the text - they now want to "experiment" with different layouts. They want to be able to do everything themselves. They seem to think I can teach them how to do this.

I pointed out that the design was governed by templates and stylesheets and needed knowledge of CSS etc, use of modules and so on. I suggested that I make them Admins so they have access to everything and they can have a go. It is much quicker if I make the changes but they don't want that.

The price they paid included a manual and a hands-on meeting for practical stuff, multiple emails too of course and this was all several months ago.

However, what are my obligations? It is a Content Management System - to me this means they can add, change or delete content. I just know that I will be bombarded with emails asking how to do this and that and this really cuts into my working day. How far do others go to appease clients?

Thanks

[staartmees]

It depends of the agreement you have with your clients. If you don't have an agreement I would say your responsability is limited to "the site as you delivered it". All experiments and problems are their responsability.

[Jo Morg]

It depends of the agreement you have with your clients.

... and/or contract.
With very few exceptions (this community being one) knowledge IS a commodity. Most people, in their professional area, invested time and money so they could get to where they are.
Even here I believe that knowledge as some trading value: I got so much from CMSMS and this community over the years, that I try to help when I can where I can. It seems that this is pretty much others do (or should do), but anybody can correct me if I'm wrong .
Clients stand in a different relationship, and some lines must be drawn from the very beginning. Everything is a service. What you select to offer is up to you and must be very well defined, otherwise clients can (an will) demand too much for what they are willing to pay.
My 2cents.

[jasnick]

Yes, where to draw the line! I am of the view that with CMSMS I don't mind helping them with content issues but it is not my job to educate them in the intricacies of templates, coding, layout and design. I shall just have to think of a diplomatic way to say that.

Thanks for your input, staartmees and Jo

[Jos]

it is not my job to educate them in the intricacies of templates, coding, layout and design. I shall just have to think of a diplomatic way to say that.

Or you make them an offer for a week course

[paulbaker]

they now want to "experiment" with different layouts. They want to be able to do everything themselves.

I have a client like this. They wanted admin access to fiddle around with the layout. I was nervous at first and explained that you need HTML experience, knowledge of CSS, blah blah. But I took a backup of the site and set them up with appropriate access. They fiddle around with headers and layouts and haven't broken it yet. They are happy, I am happy. They didn't ask for any more training than I had given them - they figured it out for themselves, probably from this site.

They seem to think I can teach them how to do this.

That's where you have to draw the line.

I don't expect to be able to go down my local garage and be taught how to change the clutch on my car. I can top up the oil and water but anything more than that is out of my comfort zone and I am happy to pay someone that will do the job well.

Your clients should expect the same from you. Point them to this site and other CMSMS resources and let them get on with it. And let them know that if they break it you'll be happy to restore to the last backup you took.

[velden]

I totally Agree with Paul Baker. The local garage example was exactly what I was thinking. No contract or agreement should be needed to make that clear.

[jasnick]

Thanks Paul and Velden - love the garage analogy - explains it perfectly.

Have given them admin access - so far, haven't heard a word and the site is still in one piece!