Need suggestion: Customer misunderstood our package and now asking for free service

[Joe Mole]

With all due respect, it sounds to me like you’re a Newbie to business. There is no room for conversation in this matter. Your first mistake was giving them anything. Unless you made some sort of mistake you haven’t mentioned you made a clean transaction with them and then gave them more when they complained.

It doesn’t matter if they are lawyers, the best they can do is sue you in a small claims court for ~$5k which they would lose in. For all those talking about getting a “bad reputation” it’s BS. Good business brings good clients. These are bad clients. Let them bad mouth you all they want. They are a small fish in a big pond.

Give them a simple offering of what they want with the prices of what it costs WITH NO DISCOUNTS. And let them choose. Leave no room for talking or negotiating. Keep your emotions out of it and ignore theirs. Do not respond to their questions ect. Just keep referring them to the original contract for any issues they raise and then offer to solve their problem with your other package at full cost.

Also ignore what other people are saying about bringing a lawyer ect. into it. That will just unnecessarily escalate things. Just simply refer them to the existing contract and your current prices. Ignore anything else they have to say and be firm and short. Don’t escalate it by bringing a lawyer into it when you don’t need one. If everything you’ve said is true then you’re fine.

Don’t be bullied into doing free work.