Customer Worries about Billing for Time

BMA · 04-12-2011, 08:39 PM

Website customers want to be able to shoot over simple requests that can take anywhere from 15 minutes to 4 hours. We ask that clients put a credit card on file, have a written agreement that we will work on request for a small fee per 15 minute unit, and charge their credit card for the time when the job is done. About half the clients seem to dislike this. They say, "But how will we know how much it will cost ahead of time?" Does anyone else get this. How do you satisfy these customers?

DHDdirect · 04-12-2011, 09:42 PM

You could ask them what would suit them.

I generally setup a maintenance agreement at a set price. It explains what services it covers and what it doesn't cover. You can set this agreement up monthly or quarterly or longer.

And as a rule of thumb I do not include scripting or redesign in these agreements and state that they would cause extra on a qouted basis.

Hope that helps

che09 · 04-13-2011, 12:12 AM

Quote:

You could ask them what would suit them.

This is the best thing to do,as they are the customer. You should consider what makes them more comfortable!

leroy30 · 04-13-2011, 09:14 AM

I know what you mean. The one I struggle with is "can you please quote me to do this" and when you are half way through it they say "Oh and can you just change this" and if you say it will cost extra they are like "but I already paid you"

Many people want something for nothing lol

BMA · 04-13-2011, 02:08 PM

Good stuff, everyone. Yes, giving firm, upfront prices for a bunch of changes a client emails over in relatively stream-of-consciousness writing style will always increase the price for the customer. It would take 15 to 30 minutes just to read all the instructions and work up a quote (while I'm not actually working on the website). And then estimates like that tend to get padded a little to be on the safe side. When hiring me for website changes (not initial design), the hourly rate will always get the customer the best price and make the most efficient use of my time. But like everyone is saying, it's really all about what the customer wants and how the customer wants it, so I guess I'll be getting paid a little extra here and there for customers who want firm quotes for little updates.

04-12-2011, 08:39 PM	#1
BMA Bronze Member Join Date: Jul 2008 Location: Galax, VA Posts: 61	Customer Worries about Billing for Time Website customers want to be able to shoot over simple requests that can take anywhere from 15 minutes to 4 hours. We ask that clients put a credit card on file, have a written agreement that we will work on request for a small fee per 15 minute unit, and charge their credit card for the time when the job is done. About half the clients seem to dislike this. They say, "But how will we know how much it will cost ahead of time?" Does anyone else get this. How do you satisfy these customers? __________________ Home Health Care Marketing, Physical Therapy Marketing Home Health Care Brochures, Physical Therapy Brochures *Brazzell Marketing Agency - Be First in the Minds of Your Customers!*

04-12-2011, 09:42 PM	#2
DHDdirect Gold Member Join Date: Feb 2011 Location: Australia Posts: 369	You could ask them what would suit them. I generally setup a maintenance agreement at a set price. It explains what services it covers and what it doesn't cover. You can set this agreement up monthly or quarterly or longer. And as a rule of thumb I do not include scripting or redesign in these agreements and state that they would cause extra on a qouted basis. Hope that helps __________________ Jason H. DHDdirect.com Domains - Hosting - Design

04-13-2011, 09:14 AM	#4
leroy30 Gold Member Join Date: Mar 2010 Location: Auckland, New Zealand Posts: 326	I know what you mean. The one I struggle with is "can you please quote me to do this" and when you are half way through it they say "Oh and can you just change this" and if you say it will cost extra they are like "but I already paid you" Many people want something for nothing lol __________________ DVI web design \| Portable Time Clock

04-13-2011, 02:08 PM	#5
BMA Bronze Member Join Date: Jul 2008 Location: Galax, VA Posts: 61	Good stuff, everyone. Yes, giving firm, upfront prices for a bunch of changes a client emails over in relatively stream-of-consciousness writing style will always increase the price for the customer. It would take 15 to 30 minutes just to read all the instructions and work up a quote (while I'm not actually working on the website). And then estimates like that tend to get padded a little to be on the safe side. When hiring me for website changes (not initial design), the hourly rate will always get the customer the best price and make the most efficient use of my time. But like everyone is saying, it's really all about what the customer wants and how the customer wants it, so I guess I'll be getting paid a little extra here and there for customers who want firm quotes for little updates. __________________ Home Health Care Marketing, Physical Therapy Marketing Home Health Care Brochures, Physical Therapy Brochures *Brazzell Marketing Agency - Be First in the Minds of Your Customers!*

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