<blockquote style="margin:0 0 0 40px;border:none;padding:0px"><div><i style>"frantic phone calls" </i></div></blockquote><div><span style><br></span></div><div><span style>This is </span><span style>crisis/emergency support, which in my little world costs a lot of money because it is a pain. I generally set a standard turn-around time of 3-5 days, even if I get the work done faster. If they demand faster turn-around I have no problem charging them 1.5x to 2x the base rate. Usually their priorities change and they don't need it done instantly and at the end of the day I end up getting treated with more respect. If I get the work done fast they end up getting a great deal. People respect what they have to pay for.</span></div>
<div><font color="#222222" face="arial, sans-serif"><br></font></div><blockquote style="margin:0 0 0 40px;border:none;padding:0px"><div><i><font color="#222222" face="arial, sans-serif">"</font></i><span style>explaining, troubleshooting, diagnosing, testing, solving, checking server email logs, writing emails explaining in detail what happened etc"</span></div>
</blockquote><div><span style><font color="#222222" face="arial, sans-serif"><br></font></span></div><div><span style><font color="#222222" face="arial, sans-serif">These are without question billable hours in my world. If you do decide to discount, make sure you put the full total on the invoice, and then in a separate line item add a credit. This ensures your time isn't devalued and they clearly see the value they are getting.</font></span></div>
<div><font color="#222222" face="arial, sans-serif"><br></font></div><blockquote style="margin:0 0 0 40px;border:none;padding:0px"><div><i><font color="#222222" face="arial, sans-serif">"</font></i><span style>I feel like they really need to own their web site."</span></div>
</blockquote><div><span style><br></span></div><div><span style>If not now, when? Getting people to deal with reality today is important if you want to keep them as decent customers tomorrow.</span></div><div><font color="#222222" face="arial, sans-serif"><br>
</font></div><blockquote style="margin:0 0 0 40px;border:none;padding:0px"><div><i><font color="#222222" face="arial, sans-serif">"</font></i><span style>I suggested they add the new members "by hand" they rejected that out of hand."</span></div>
</blockquote><div><span style><br></span></div><div><span style>That's so cute! </span><span style>I'm sure they won't mind paying you to set up something that does seamless, automated integration of the two systems. It sounds to me like the timeless "I didn't want THAT part!" way of getting out of paying for services rendered. However you look at it, they hired you and were satisfied with the terms, conditions and scope of work at the time of hire. You are entitled to be paid for work performed. End of story.</span></div>
<div><span style><br></span></div><div><span style>I always find situations like this good motivation to review my contracts and terms of service agreements, as well as re-evaluating whether my customers are worth keeping.</span></div>
<div><span style><br></span></div><div><span style>All the best,</span></div><div><font color="#222222" face="arial, sans-serif"><br></font></div><div>Steve MacGregor<br>@nugoat<br>NuGoat Inc.<br>tel +1 404-805-6982 <br>
<br><br><div class="gmail_quote">On Wed, Mar 21, 2012 at 1:50 PM, Shai Gluskin <span dir="ltr"><<a href="mailto:shai@content2zero.com">shai@content2zero.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
Content2zero Web Development</blockquote></div><br></div>