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I was afraid to try this, because as someone else pointed out, what if they agree and now I'm stuck with a high-paying toxic customer. Yikes!
by grwthckrmstr 6y ago
I was afraid to try this, because as someone else pointed out, what if they agree and now I'm stuck with a high-paying toxic customer. Yikes!
- eitland 6y ago@200 an hour, billed by the hour and counting from the first minute they have to be particularly toxic. Still I guess you should have your terms and conditions carefully though out.
- thomasfedb 6y agoIrritation factor is an important billing metric. I very rarely say no to a job, I just price so that I'll be happy if they accept.
- ecpottinger 6y agoWhen I did service call, we had a minimal charge for travel time (1 hour) with 1 hour increments. That way when they call for an service call where they were you knew it usually was important. Of-course, I did have one call that took me only 5 minutes to drive to the site and the three minutes to change the toner in the printer. The executive secretary who would not talk to me over the phone because she was so important suddenly found she would have to explain a two hour service call (1 hour travel, 1 minimum service time) to her boss. :)
- kenhwang 6y agoIf you're truly stuck, then make it a certainty. That's where those $60k/yr upfront+overages support contracts come in handy and how a customer singlehanded funded your helpdesk team. Very few rich customers aren't a handful. Let them make you rich first, then if you're lucky, you'd be surprised how quickly you outgrow them and have all sorts of tools at your disposal to deal with them.
- paulcole 6y agoYou’re not stuck with them longer than the terms of the contract. Leave an out and use it if the $200 1-minute phone calls aren’t worth it.
- borplk 6y agoYou have to charge them enough so either they don't agree (most likely), or you'll be happy to tolerate them for that price.