I have also had this type of client, many times.  My only approach was to be
as honest as I can when I was giving the help that a bill would be sent for
my time.  Most of the time the good customer understands, and pays the bill.
One such customer finally got the hint and decided to try and do Everything
themselves, but has since come back to me as a paying client.  It is hard to
draw the line at times I find.  I love to keep my customers happy, and try
to give them all the support I can, but If they don't respect that I do this
as a living, then perhaps losing them as a client is in my best interest.
Jurden


----- Original Message -----
From: Judith C. Kallos <webmaster(at)theistudio.com>
To: <hwg-business(at)hwg.org>
Sent: Tuesday, May 22, 2001 4:32 PM
Subject: Advice for perpetuity?


> Howdy, all!  ;-)
>
> Since the list has been so quiet as of late I thought I would stir things
> up. ~:-)
>
> The problem comes with sites I developed literally 2-3 years ago or folks
> whose only income to my company is that they host sites with one of our
> partners.   The site owner calls only when they need advise on how to
> integrate their free or low cost bells and whistles, are stumped on some
> sort of Web development or marketing issue or require assistance in
> configing their email program for their new DSL or connectivity (Isn't
that
> what their provider's tech support is for?).
>
> I do not mind at all assisting with the configuration of software for
> clients in good standing - I do that all the time.  However, I really do
> not think because you develop someone's site years ago or because they
host
> with one of our partners that entitles them to ongoing, unlimited Web
> development tech support or "what if's" for perpetuity.  That's consulting
> and what we all get fees for.  Right?  I'm thinking of looking into
getting
> a 900 #!  ;-)
>
> How do you breach this topic when they call for the usual free advice?
One
> Realtor just called asking about a software package she has to list her
> properties  and wanted to know if I could walk her through resizing
> graphics for the software and if she could ask me several questions about
> how she can change her site herself to get better search engine
> listings.  Her site launched 3 years ago, has not been updated and has
> produced no income for my company other than her monthly server fees since
> that time.
>
> I simply commented  that SEs are complicated and that I offer just such a
> service and the info is on my site.  In regards to the graphics I told her
> about various graphic books/tools on my "do-it-yourself" site that may be
> of assistance to her, otherwise my personalized help in these areas would
> be billed as consulting.  Her comment?  "Boy, you're a nickle and dimer
> aren't you... am I being billed for this call?".  This is an extreme
> example of a non-profitable annoying customer but none the less we all
have
> to deal with these types.
>
> I was just wondering how you all handled these situations
> effectively.  This is the kind of stuff I think many of us struggle with
> and I would be most interested in how you voice these concerns to your
> clients when they call and you know what they want.......free advice
> because you developed their site 3 years ago.
>
> TIA!
> /j
>

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