Enforcing minimums?

[bigdessert]

We have a 1 hr onsite minimum time purchase, but ever since day one have really never enforced it. If I go onsite and it takes 5 minutes to fix something how do I slap them with a full hour? Do you enforce minimums? We also charge travel time to/from client site so this is really only applicable to closer clients.

 

[16k_zx81]

Hell yeah.

Absolutely. You had to book a time, travel, and solve the problem. Whatever you charge for minimum should be understood and clearly apparent in your T&C. Customer knows what they are getting, what the price is, their problem gets fixed, and everyone's happy.

The fact of how long it takes is not the issue. The issue is that they have bought a service to solve a problem. You have solved the problem. The fact that you have done it in 5 mins is just good service. You earned your minimum service fee.

 

[Kitten Kong]

If you feel guilty about it only taking 5 mins to complete the repair, then you could pad the time out by giving the pc a bit of a tune up.

Depends on if you want to spend the minimum hr on site or not.

 

[MotzTech]

It's all down to communication. If I go onsite and fix an issue in 5 minutes, I normally give the computer quick rundown to check for other problems and if no other issues are found I do a tune up. I always tell the customer that the main issue is resolved and I'm just doing some checkups while I am there since they paid for the hour anyways.

They normally a very appreciative, but it's important to remember that sometimes people have taking time out of their day to be there when your working. Sometimes people will turn down the extra service because that have things to do themselves. Either way I charge the full hour.

Just make sure you don't go over you hour providing services that the client did not request.

 

[RichmondTech]

The fact of how long it takes is not the issue. The issue is that they have bought a service to solve a problem. You have solved the problem. The fact that you have done it in 5 mins is just good service. You earned your minimum service fee.

Saved me some typing. Thanks!

 

[Rosco]

1 hour minimum no matter what. I have taken the time out of my day to come to your work/home.

That said if it does only take 5 minutes i will do a tune up or ask if there is anything i could to. People are understanding. Don't short change yourself out of money you deserve!

 

[smashedbotatos]

I always charge the first hour, even if it is just 15 minutes. I never is though I always pad the time like someone said above. I tuneup look for other issues that could be fixed.

If you feel badly about it you could always charge in 15 minute increments.

 

[sassenach]

They are paying for your skill and knowledge just as much as for your time. Plus, the time you have booked out for them is time you haven't been able to use for anyone else.

 

[nesrinamb]

charge the full hour even if it takes you 1 min to fix the issue, but ask them if theirs anything else they need done or that they want you to take a look at.

For me they always say yes and I end up fixing something else in the house and get an extra half hour of onsite work out of it and their completely fine with it because they get two things done in one visit.

 

[Xander]

charge the full hour even if it takes you 1 min to fix the issue, but ask them if theirs anything else they need done or that they want you to take a look at.

Preeeeeeeeeeeeecisely.

 

[parker.casey]

Hell yeah.

Absolutely. You had to book a time, travel, and solve the problem. Whatever you charge for minimum should be understood and clearly apparent in your T&C. Customer knows what they are getting, what the price is, their problem gets fixed, and everyone's happy.

The fact of how long it takes is not the issue. The issue is that they have bought a service to solve a problem. You have solved the problem. The fact that you have done it in 5 mins is just good service. You earned your minimum service fee.

Another thing that I've never actually heard of anyone considering:

Yeah, you went through a very small amount of work, and yeah the amount of time it took doesn't mean it wasn't a value to be paid for. The problem is mostly that the average customer is going to not recommend you for it, or even flat out bad mouth you. Even beyond that, is it worth a 20 minute ordeal to collect on a 5 minute job? Time is money ... happening to know more than the guy next to you is a house of cards.

 

[acesdeals]

it doesnt matter how long it takes to fix it you spent time gaining the knowledge to learn how to fix it so now your getting a ROI

of course if i was a customer and you fixed my problem in 5 mins i would feel a bit cheated its just how people feel and you cannot really control that which is why i do in store rather than onsite if it takes me 5 mins i dont call them immediately

example you go to the doctor wait in the room for 45 mins finally get called the doc takes a look for 5 mins gives you a prescription and your done and you get a huge bill

 

[PCX]

Simple answer, yes.

First off, understand that we get paid for what we know, not necessarily what we do. Customers come to us because of our expertise and because their problem would other wise not be solved.

Also, consider that these smaller jobs help to make up for the bigger ones that either go sideways or simple are less profitable. You gotta make your money where you can.

Above all, be honest and hold to your integrity, but don't cut your throat doing it. If a customer does not understand that they are paying for a specialized service regardless of how long it took, then they are the customers you don't want anyways.

 

[Local Circuit]

We enforce the one hour charge on all onsite visits. We have a little flexibility with in-house repairs. If we have a good amount of time we generally ask around the business if there are any other issues or bugs that may be happening. The nice part is a lot of the time you will end up getting more billable time and the client gets better service.