Needy Clients
- Started
- Last post
- 18 Responses
- kmac44
What is the best way to deal with needy, selfish clients? This client expects me to drive an hour and a half to their office b/c they want face to face meetings, rather than email me, or pick up a phone. I've repeatedly explained that I have to charge for my time and travel, and they get upset. When I suggest they come to me, they get angry and tell me that they can't because they are busy and have clients. When I try to explain that I understand, because I too have other clients, they get quite mad and tell me that they are paying clients, and I should give them what they want. I know I'm right, but how on earth do you deal with this in a nice, professional manner that will make sense?
- MSL0
Can you not build in some budget into the project costs to cover your travel and time out? You could politely explain that you are more than willing to come out to see them, but the time taken to do this will be deducted from the total hours for the project.
It's a tricky one, and I guess you have to draw a line. Either include it as part of your service or charge/deduct hours accordingly from the budget.
Sorry, not much help.
- dibec0
Honestly it is part of the business. You do what you can to keep the client happy. If you were aware that some travel would be required that is your fault. You should have added that into the bid or contract. If not, sit up straight, get it done, move on.
- kmac440
There is also a travel meeting clause in their signed contract. Whenever I mention that, they get very angry and threaten to take their business elsewhere, despite a signed contract. Just trying to find any polite, professional language that might finally penetrate a thick, selfish skull
- jamble0
It's difficult, but to be honest if you're not willing/able to travel all that time as part of your initial costing/contract then you really only have one choice and that's to put your foot down and get charging for the additional time.
If it's part and parcel of the costing then obviously you'll just have to do it. Sadly once you're dealing with a client who doesn't understand reason and that every time you spend half a day travelling to discuss the latest choice of blue for link text you either lose half a day of working time or you have to charge them.
- mirrorball0
I'd travel, an hour and a half you say, so about 100miles? I'm sure it takes a good 5 hours out of your day but... If I were the client and you came to me especially in times like these economically and delivered a pro job I'd hold on to you for future projects.
- boobs0
So, they insist that you must come to them, but they also insist that you can't charge them for the travel time, or the meeting time?
If that's true, they aren't clients. They are parasites.
- whereRI0
get a new client
- boobs0
Honestly, you shouldn't even be talking with them about it. You should just be billing them for the time. If their bookkeeper then complains about it, say "well, that was all worked out in the contract. You'll see it under section etc., etc."
- dMullins0
Tell em lick your fucking balls. Sounds like an absolutely terrible client, if they can't understand that you too are busy, and that you have other obligations besides them.
What a cunt!
- dibec0
here is your solution. add $200 bucks for "Onsite Visitation & Travel" next time you bill. clearly draw it out. after a couple, they will be calling you.
- MrDinky0
This is what happens when whiny vendor works with a needy client.
- akrokdesign0
just add a hour or two on the project(s) you get. so you cover up at last half of the travel.
as you have to make a choice here, make them happy or make you self happy by dropping them. (hopefully you can afford that also)
- Daithi0
I'm a big believer in face-to-face meetings as opposed to presenting by PDF etc. Maybe include a certain amount of meetings in your regular bill; identifying key decision-making junctures where they are most useful. Add on extra working hours at full rate for the additional not-bothered-phoning meetings, and tell them that you must do this to stay in business.
If they're not into that, spend and hour and a half looking for reasonable people to work for.
- new_cpmwww0
Yeah, just charge them for all interaction. They'll stop being needy right quick.
- lukus_W0
I think a lot of meetings are a complete waste of time - designed to punctuate the day, and give people an elevated sense of self-importance.
You're in a business where your time is your main chargeable asset.
If you' are travelling to them, and the meetings are really necessary - they won't mind paying because they'll be getting tangible value out of your attendance.
If the meetings are a waste of time, they'll soon face up to the fact - because they'll be hemorrhaging money unnecessarily.
- Josev0
Kmac, you're also behaving in a needy manner by not assuming that you should be paid for your time. How often in your day-to-day interactions when buying goods and services do you expect something for free. If there's a tight scope/budget, and this is outside of that, send them a revised estimate.
- Josev0
I've put up with problem clients like this in the past myself, so I shouldn't be too critical. But, I don't know why so many people in our profession think we need to tolerate this behavior to keep a client/project. I have friends that work in biotech, finance, etc., I cant imagine any of them thinking that they, or any one they work with, would be expected to give away their time to make a living.
- doesnotexist0
I used to have a minimum amount of time I would bill to a client if I had to come in and work. Now that I do quarterly adjusted retainer fees, it doesn't really matter if I have to come in daily or every other month, it's all worked out really in a 3/4 month span.