Four steps to a client contact policy

Dear jay,

I find myself in an awkward situation. One of my very good clients quit her job and has decided to go in to business for herself as a marketing representative.

She was a great client and we worked well together but the problem now is, she considers me a professional brain-picking source. She calls to ask how to set files up for press, to find out who the best printer is for a job, etc, etc.

I have told her repeatedly that I am not in the business of training competitors, nor a free ride. We had a big discussion about it. Two weeks went by, but now she’s back at it. I am really sick of it, but what can I do?

It does not matter what kind of consultancy/freelancing you do, you are likely to have to deal with this problem in one form or another. IT get callers asking how to clean up a virus, photographers are queried regarding light settings, etc. While a certain amount of free advice can always be regarded as good client relations, it is very easy for a drop to become a raging torrent!

1. Start from the beginning

Decide how much up-front consultation time you are willing to give a client or prospective client, taking into consideration what will work for both you and your clients. For example, you may decide that a set number of free hours or one free meeting is all you are willing to give and everything else has to be compensated.

2. When to give the green light

Decide if and under what conditions you will not charge a client. You might decide that having a five minute chat with a client now and then is good marketing strategy, but have a prepared phrase or approach to enter into a conversation that clearly signals the client when your clock starts ticking. A response such as “As a quick estimate, the answer to that question will take about (enter number) hour/s to put together for you. I can send it off (date/time) and charge you my usual hourly consulting fee, or would you like a more detailed estimate?” highlights your worth and puts the onus back on the client.

3. Get the cash

Decide how you are going to bill your clients for your advice. This goes along with the adage: A client will not respect your time if you do let them know what it is worth.

For projects, you could add in a number of hours into each proposal, calling it ‘Project Management’, ‘Client Liaison’ or ‘Consultancy’. On each invoice, highlight the number of included hours used and those remaining. Don’t forget to add your rate for time in excess of those included in the proposal. If your first meeting is free, add a line to your first invoice ‘Initial Project Discussion’ or similar wording and mark it ‘Free’ or ‘No charge’.

For times outside a project, you may decide to invoice monthly. I find this much more economical of my time than invoicing each 15 minute or half an hour job/telephone call. Keep a record of your client contact and the subject discussed or the job performed, and list each in your invoice.

4. Get the word out

Make sure new clients are absolutely clear about your client contact policy at the beginning of your relationship, by including a copy in your project proposal.

To put a positive spin to your current clients, announce it as a ‘new consultancy service in response to client demand’.

Until the next
Ask jay

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