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Re: Advice regarding an Unbearable Client I don't want to lose

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Patrick Ortman
Re: Advice regarding an Unbearable Client I don't want to lose
on Jun 20, 2011 at 7:18:20 pm

>>You're encouraging bad behavior by giving away tech support.<<

Bob nailed it.

It's a slippery slope, though, balancing good client relations with that. My philosophy is, if I get an occasional question from a paying client that takes less than 30 minutes to answer, I'm happy to give that away. When it becomes a constant stream of questions and is something they should be paying for, which it clearly has become in your case, I gently bring up our policy and ask if they mind if we bill them in 15 minute increments for our time. You must make a living, and you can't encourage bad behavior.

And who knows, maybe all those other video guys quit before asking the client for fair payment, just out of frustration. Sure, maybe not, but if you never ask, you never get.

PatrickOrtman, Inc.
Los Angeles Digital Agency and Video Production Company

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