I had the exact same problems.
Here's how I solved them.
1. Minimum fee
Example: Mr/Ms customer if the fix you are asking for doesn't have at least $xxx value then I suggest not proceeding as our minimum fee is $xxx
2. To me, there is a difference between quoting an existing customer and quoting a web lead who I don't know.
The existing customers who are on a Schulz ( NOT Sage ) plan ( as Jerry mentioned ) get an initial conference remotely at no cost. The web lead/ orphan who has a casual inquiry is going to get a casual ( high ) quote.
I have significant flexibility if the inquiry is in the range of something I know well and it is for an existing customer on my plan.
Here's an example of where I had to draw the line between covered and not-covered yesterday:
Customer on Sage 100 2016 has created an MS Access database. They did not have us create it or pay/consult with us on it. No problem there.
They moved workstations and suddenly could not get into the Access DB.
My suspicion is that moving workstations also meant they picked up 64-bit MS Access so I assisted with installing the 64-bit ODBC. I tested the 32-bit ODBC with Crystal and it worked fine. They were able to test MS Access with 64-bit and it worked initially. Subsequently, later in the day, they emailed they were getting other errors within MS Access. I told them that Access wasn't my area of expertise and there would be a fee to become involved in debugging an integration that we hadn't created. Our responsibility was to get the ODBC running and not become the support department for the inner workings of their integration.
What will my fee be? Probably my minimum but I stated I wouldn't offer a money-back guarantee and it would be best efforts.
That's not really the important part.
After the inquiry, I updated the FAQ for my support agreement to address this issue. So next time it happens at the same or a different customer I'll have a response ready. Remember that once you touch that issue the customer feels like you own the problem so best to be sure it's a covered item or that you have an agreement to bill for it.
I'd say in 90% of the cases the customer agrees. The other 10% the customer says it wasn't that big a deal and defers.
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Wayne Schulz - Schulz Consulting - 860-516-8990
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Original Message:
Sent: 02-07-2020 12:14
From: Kevin Moyes
Subject: Firm of the Future session at MOTM - Anybody have questions/suggesstions?
Wayne,
Those are part of the questions I mentioned. Us worker bees don't necessarily have the business insights into context / value, so it can be a challenge to work independently, and move away from hourly billing.
"Can you do X for me?"
"Yes... but I don't know how much to charge you. Can we talk?"
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Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
Toronto ON
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Original Message:
Sent: 02-07-2020 11:52
From: Wayne Schulz
Subject: Firm of the Future session at MOTM - Anybody have questions/suggesstions?
Variations of #2 are:
- We tried but ...
- You are small and we are big so it won't work
- You don't understand we have a large number of offices
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Wayne Schulz - Schulz Consulting - 860-516-8990
Original Message:
Sent: 02-07-2020 10:52
From: Jerry Norman
Subject: Firm of the Future session at MOTM - Anybody have questions/suggesstions?
1-4 are not directions I'd anticipated. But it's certainly part of this Thanks!
I don't quite understand 2. Can you give an example?
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Jerry Norman
President, 90 Minds
Smartbridge Partners
512.419.1444 x112
Original Message:
Sent: 02-07-2020 10:00
From: Wayne Schulz
Subject: Firm of the Future session at MOTM - Anybody have questions/suggesstions?
1. Return calls and emails promptly
2. Stop saying "it won't work for us"
3. Stop saying "we know we should"
4. Nike - just do it.
5. Take hourly billing off the menu ( see #2,3,4)
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Wayne Schulz - Schulz Consulting - 860-516-8990