How do you charge for your consulting?

[BabyJeffy]

Let me pose a scenario...

I do some web development for a paying client and deliver their finished product... everyone is very happy... lots of back-slapping and the invoice is paid. Several months later the client contacts me (because I seem to know about computers and the web) and asks why he can't see (say) google ad words or something (it's not really important exactly what... just the kinds of posts we get here regularly).

Judging by the replies in this (and other) forums... how long do you think the average computer professional is spending attempting to remotely troubleshoot problems like this? 1 hour? 4 hours? 1 day? More?

It appears these problems start as simple issues that get more and more complex as more and more things are tested in an attempt to fix the initial "simple" issue. It takes a lot of time online researching (sometimes) and it takes a lot of phone calls and emails between you and the client. Of course I don't have a service contract arrangement with the client... I'm just a web developer who did some work for them a while back.

So how do you charge for this? Do you just waive it as a cost of "keeping the client happy"? And if you do charge, how much do you feel justified in putting on the invoice? An accurate reflection of the hours taken to solve the issue? Do you even discuss this with them up front? If so... at what point do you break the conversation and start talking about money?

I'm never going back to technical support as a full-time career (did my time and moved on) but I know I will continue to be asked such questions until we successfully un-invent the computer. I'd appreciate any thoughts people have on the matter.

Cheers,
Jeff

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What is Javascript? faq216-6094

 

[1DMF]

Hey Jeff, I don't have much experience personally as I have always been employed, not contracted, but I do have an IT consultant who I have used on an as is basis.

Basically i needed a crash course in MS Access programming, he cost £200.00 per day for 3 days which included 10hours telephone/email support.

On another occassion I needed a 2 day crash course in SQL Server when we migrated from the MS Access tables.

Again the cost and supplied support was the same.

Now having said this, he was meant to supply a schedule on a monthly basis of what hours support we had left, but because the support I needed was so sporadic, he never bothered to monitor this.

However over the last few years we have built a good working friendship of such that I never ring him unless i'm really stuck, and when I do he is usualy more than happy to offer some help. (Now that I have found Tek-Tips, I ring him extremely rarely!)

but the point I think i'm trying to make is, when you cost a job, you should make it clear what support is included. You need to keep track of the support time used, and ensure they are aware if further support can be purchased and @ what price.

Otherwise like the situation I now have with my trainer/consultant, you will be stuck with them calling you for the rest of your life while you still run / are employed by the company you did the work on behalf of.

Remember you can't even call microsoft to ask why their software doesn't work properly without handing over your credit card number!

"In complete darkness we are all the same, only our knowledge and wisdom separates us, don't let your eyes deceive you.

 

[Diancecht]

From my experience, we deliver all of our developments with a six month warranty. If something crashes in that period, it's arranged with no cost for the client.

After that time, no support is provided. If the client specifically calls us, we fix it and we charge him for the total amount of hours spent.

Cheers,
Dian

 

[drew1701d]

I charge a flat hourly rate for non-retainer support. For clients that choose to pre-purchase support hours from me I sell them retainer packages in 5, 10, 15, and 20 hour increments which are valid for one year and are non refundable if unused within the year, the prepurchased hours are a better sell to them as I give a discount on my normal hourly rate for each higher amount they buy i.e. they buy 5 hours they get $5 off my standard rate, they buy 20 hours they get $20 off my standard rate. This rate covers support hours I specify, calls placed outside the support hours in the retainer agreement are charged at 1.5 hours per hour. For an additional $100 dollars they get unlimited email support for the duration of their retainer.