I'm involved with a situation where I am getting close to finishing a project and the client is irate because not everything he wants is in the project. We have a signed proposal listing all the features of the project and how they will work. Now the client is saying that they want things to work differently and they want more features included. Originally we had to create 6 different revisions to the proposal because the client kept adding things.
There is a clause in the proposal that says:
"We know from experience that fixed-price contracts are rarely beneficial to you, as they often limit you to your earliest ideas. We don’t want to limit your ability to change your mind. The price at the beginning of this contract is based on the length of time we estimate we’ll need to accomplish everything you’ve told us you want to achieve, but we’re happy to be flexible. If you want to change your mind or add anything new, that won’t be a problem as we’ll provide a separate estimate for that."
The way I have dealt with my client when he asks for things that he says were included in the proposal but that are not in the text of the proposal is by letting him know that the thing he is requesting is not in the proposal and that we will need to write up a separate quote for more development work.
Is this the best way to deal with this issue? Am I being a bad guy here? I have already provided some extra free features but he wants 50 to 100 hours of more work for free.
I'm trying very hard to remain professional but the client is very upsetting to talk to. I've talked with other vendors and some even refuse to talk to them on the phone and will only deal with them via email. The client is also starting to bad mouth me to other people that we mutually know.