Getting Back on Track

Most of the time, with a bit of effort and common sense, projects that have been derailed can get back on track for at least the duration of the job, if not for future business. It’s a better solution to resolve issues amicably.

The vast majority of the time, project dissatisfaction comes as a result of a lack of communication. A lack of communication leads to false expectations, and this can happen on either side or both. The culprit, therefore, is also the solution.

BEST PRACTICES

If you feel like a project is getting wobbly, begin fixing it immediately. The longer you leave problems, the more time they have to fester and become potentially more serious. Respond to them soon, with clear, polite communication.

You can get projects back on track, and you can end up with a job where each party is completely satisfied with the results. But when you see it veering to the side, you must communicate to get it back on track. Don’t just let it take off on a trajectory of its own.

Project Posting and Proposal

The first step is to alert the other side that there’s an issue broiling. Sometimes this alone will be enough. Simply airing it out will get everyone aligned again.

Go to the original project posting by the client and the proposal by the contractor. Both sides need to review these. Sometimes we think we’re being deeply wronged when it turns out we are the ones who misunderstood in the first place. Check out the posting and proposal and write out what was agreed upon.

Review all workroom messages and emails sent before the project was awarded. Sometimes conditions and agreements will have changed in this phase of communication and one side or the other forgot or misunderstood. Add these to the overall picture that you’re outlining.

BEST PRACTICES

Remember that neither side actually wants a problem or dispute. By bringing up any confusion or ill feeling, you show you are willing to work together for a beneficial resolution. This will go a long way toward building excellent relationships.

It’s best to start by going back to what was originally discussed and agreed upon. This is often exactly where the issue is nesting and you need to smoke it out. It’s not a big deal and is easy to do. Obviously, some projects are more complicated than others, but they all will have key deliverables and parameters.

If you find the problem here, great. Job well done. Communicate clearly and politely with the other party. If it’s their fault, don’t grind it in, just clarify what was agreed upon. If it’s your fault, apologize, reaffirm what’s expected, and move on.

Workroom Messages, Terms and Milestones, and Agreements

If the project is still stuck, review all your workroom messages, the terms and milestones, and legal agreements signed. Projects aren’t always static with fixed deliverables. Go over what you discussed in your workroom messages along the way. You’ll be amazed at what might pop up here.

Especially over the course of a lengthy project, a lot will be communicated during the process. This underscores the good idea to always use the workroom message board. Scroll through and remind yourself of what was said. Factors can change and they may appear here.

Also review the terms and milestones you both agreed upon. If you’re a client and the contractor hasn’t reached one yet, but has moved on as if she has, you need to point this out. If you’re the contractor and have done everything you were supposed to but the client is balking on paying, point this out. It’s hard to argue with something in writing.

Save, Save, Save

If you use email outside of Elance’s messaging system, make sure you save everything. Create a file specifically for this purpose. Save any agreements you exchanged outside of the system.

Also, save any discarded versions of design work or rough drafts of writing projects. These can be useful in demonstrating the work you’ve done but perhaps are not being given credit for, even though it is not allowed in the Elance dispute process.

A good idea is if you are using private email, cut and paste any relevant information into the workroom message board and ask the other party to confirm it. This way it will be allowed as evidence in any dispute. To save all this hassle? Just stick with workroom messaging and file sharing through Elance.

Top Tips

As a contractor, consider keeping a file specifically devoted to completed Elance projects. Here, keep everything that was communicated outside of Elance from each project, and copies of each draft or version that might apply. If a misunderstanding should ever arise in the future, your proverbial ducks will be in a row.

In a nutshell, if it has to do with the project, save it. When you’re done and everyone’s happy, reconsider what to do with the material. Being organized in this way can save you time and hassle down the road.

The Higher Road

Whatever the depth or cause of your dispute, remember to always remain professional and polite. It doesn’t help the overall situation and certainly doesn’t help your side to lose your temper or be rude. After all, the end goal is to get the job done. If you become a real pain, no one’s going to want to help.

You attract more flies with honey than vinegar. You resolve more disputes with professionalism and communication than with irritability and vitriol. Strength is fine, but bad manners or impolite behavior are not.