When quoting and the client wants 'extra' work

[Charliebean]

Hi Everyone,

I am after some general advice on how best to manage my clients expectations when completing their work.

I usually quote on a per project basis and allow for some changes to the brief during the process however I am commonly coming across clients that are asking for amendments or additions and the like. The problem I face is, it is simple if it is a time consuming job as I quote and advise of the extra cost but sometimes they ask for something that would take less then 5 minutes and I feel to keep the client happy I will just amend as it is easier enough, but all things 'small things' are starting to add up time wise, or it may lead to another change and then I have spent what could of been billable time on it.

I am stuck on what is the best way to manage this? Any advise would be greatly appreciated.

[Forum Australia]

Hi,

My advice is to do a separate quote for any extra work. If you don't do this your client will take advantage of your good nature.

[rorrock]

For larger projects that are "fixed fee/quote" work.
I always do a Statement of work that oulines exactly whats
expected of me, and of the customer.
I also outline what would be considered extra work that would require quoting
or be done at an hourly rate.

Rob

[LemonChip]

Yep the problem is the fact that you said you allow some changes to the brief. That's where you're getting into trouble. It's not being mean to make it clear to the client that the brief is exactly what the project will be, nothing more, nothing less.

Then make it also clear that anything beyond that brief will be assessed and quote separately as well. You get paid, the client knows what to expect and everyone should be happy.

[Kathy Creaner]

I suggest you include all extras completed on your invoice, even when free. Add free extras as $0 line items, but show their cost. People are unable to value free work properly if they are not aware of the time taken or cost of it.

By the way, there are very few true 5 minute jobs. You might spend five mins on the actual activity, but you spent time discussing it with the client, getting the work back out and putting it away again. There's also the opportunity cost relating to what it was you didn't do in order to provide a freebie.

Hope this helps.

Kathy

[Corey]

in your quotes, place a sunset clause for changes and insert a clause with the cost and range of additional services.

Cheers
Corey

[demawo]

Originally Posted by rorrock

For larger projects that are "fixed fee/quote" work.
I always do a Statement of work that oulines exactly whats
expected of me, and of the customer.
I also outline what would be considered extra work that would require quoting
or be done at an hourly rate.

Rob

Seconding Rob here. SoW with all the details about what is IN and OUT of scope is most essential.

The key is that when changes pop up which are out of scope, they always need to be documented. The best way to do this is to create a simple "change request" document that simply says what the change is, why it is out of scope and how much time/money it will take.

If you do freebies, make sure you still do a change request document. That way, later on down the track if they start to build up (or get to a point where they are costing you too much time) then you have a written document to refer back to.

[The Copy Chick]

Once I've received the brief from the client, I draw up a proposal with a detailed scope of work, time-frame and costs for each element, stating that X amount of revisions are included if necessary and anything above or beyond that is charged at the standard hourly rate.

The client then signs a project authorisation to agree to the scope of work as outlined, or the scope is amended to incorporate any last-minute changes that might occur and the authorisation amended accordingly.

Generally any "extra" work isn't much at all, but the client knows if it wasn't covered in the original scope, then it's subject to the hourly rate. It also helps stop those clients who have a tendency to keep asking for "small" favours, or those who just can't leave things alone and feel the need to keep making change after change after change... (instead of taking the time to really think about the end result they want the first time around).

That said, I've been known to do small favours for clients without charging, but I also make it clear that it only covers X work and anything further will need to be quoted.

It sounds a little mercenary, I know, but it's really about making sure everyone knows where the boundaries are and respects them. Your time and skills are valuable, so you need to make sure you don't end up giving them away for free too often or having them taken for granted.

[SteveDavidson]

Even the smallest changes involve reading the request from the client, determining how much time it will take, and following administrative and business processes for dealing with the change.

Depending on the business, the client, and the circumstances, I'd usually recommend charging at least one time unit (or equivalent) per change request, whether that's 30 minutes or an hour.

[TrishF]

You could set up different "packages" so client's can buy lots of 1, 2 or 3 hours of your time. I know people who do this very successfully - the key is to tell you clients about it from day 1, e.g. "I have quoted this job with allowance for 1 or 2 (eg) minor changes, if you require more changes, you can purchase one of my packages here" (include a link to the package page).

This lets the client know that your time is valuable.

The other alternative is to just charge more upfront for all your jobs. you will make enough profit from all your jobs to allow for the jobs that "blow out" in time.

Trish Fehon