Should I have done a free consultation?

[oldtech]

If you spoke in generalities you probably should not have billed him. If you provided detailed specifics that he could take action with, then it was not an initial consultation, and was a design meeting which would be billable.

I would not offer a refund check to either party but explain to the end user that you rescheduled other calls in order to meet that day and offer to deduct the amount from future business and assure him that anything billable will be noted up front in the future.

 

[Mercenary Roadie]

{sarcasm}

You could always blame it on the other guy and tell the EU that you told him there would be a cost involved for you to do it in the time frame requested

{/sarcasm}

 

[codegreen]

I wouldn't offer a refund now. Just makes you look weak in my opinion if you do that. He already has an opinion of you now one way or the other.

It's not weak to take action and correct a mistake. If you find yourself in a hole, the first step is to stop digging.

I would not offer a refund check to either party but explain to the end user that you rescheduled other calls in order to meet that day and offer to deduct the amount from future business and assure him that anything billable will be noted up front in the future.

If the OP doesn't take steps to make things right, there won't be anything billable in the future. You have to land the potential customer as an actual customer before you start billing!

 

[Nerm]

Personally I believe anything more than a "meeting" is billable. I am a full-time consultant to my clients so my time is valuable. If it is just to sit down and discuss their needs/wants then I consider that just a meeting and do not charge. I do however charge if I do any sort of evaluation of their existing equipment/setup or advise on how to proceed with design/purchasing of a project. As others have said though the important thing to note in the future is to make sure you are clear with the customer beforehand about what is billable and what is not so they are not surprised with a bill they didn't expect.

 

[PCSupportGlasgow]

we don't charge for initial meeting to discuss new business with a new client.

Having said that that particular appointment it looks like Bill set you up for a fall. Simply put if he is a consultant for the company he knows rearranging schedule = project work = paid. Now if he simply asked for a meeting to discuss future upgrade project at s convenient time for both parties then yes it should be put down as initial consultation.

After all you can bet Bill asks to be paid when he visits said company, which is probably why he had done a runner before you arrived.

But at the end of day when all said and done you should have clarified if was a project or potential project when on the initial call to Bill.

As for refund your too late as you've already charged the cash and claimed "i always bill for time" now if you had worded better you might have gotten away with sending in a quote for the work offering the initial consultation as refundable if goes ahead with project but that ship has sailed and even if did refund you almost certainly wont get as a client.

 

[cypress]

Follow up with the client in person if at all possible. Although I agree with many posters and wouldn't have charged for an initial consultation, at least he knows that your time is valuable. Crediting the amount towards a future work is a great idea, yet now is the time to seal the deal.

Best of Luck!

 

[HFultzjr]

If you were contacted for a "consult", without the prospect of doing the work, then yes, a fee is reasonable. But it should have been disclosed before hand.

If you were contacted for a "consult" and "quote" with the possibility of doing the work........my quotes are usually free unless very extensive "consult". Again, should have been discussed before hand.

I may be in the minority, but I never charge for a quote that usually involves some "consulting". I look at it as an expense for potential business.

IMHO.

 

[Montrose Computers]

Personally if I am there for more than 15 minutes it had better be billable. But maybe it is just my area. I have had people expect me to drive 45 minutes to them for a meet and greet (unpaid of course). so I am much more wary now. In your shoes I would have kept the check as this was an hour long consultation, and you had to rearrange your schedule and could have been doing other billable work. I have a feeling you will still not get this customer even after giving them back the check. And since they do not value your time, it would probably not be a customer you would want anyway imo.

 

[Digital Sage]

Get in contact with them and tell them there was a misunderstanding about your consultation fee. Offer them that fee as credit towards the job being completed.

Next time try to read the situation better, make the sale when you're there, and inform clients that onsite consultations cost xxx but that becomes a credit towards the job.

 

[Wheelie]

Thanks for all your feedback folks!

I was able to completely recover without having to credit my fee and get their business. Turns out this is going to be a much bigger job than either of them led me to believe initially. They are in the home patient services business so they fall under HIPAA compliance. At least 10 new computers, several new printers and copiers, a new LAN/WLAN, all new customer management software and migration, etc. This is going to be a fun (but challenging) job.

.

 

[Markverhyden]

Congratulations. Nothing more satisfying that a really successful recovery.

 

[Tech in SC]

Thanks for all your feedback folks!

I was able to completely recover without having to credit my fee and get their business. Turns out this is going to be a much bigger job than either of them led me to believe initially. They are in the home patient services business so they fall under HIPAA compliance. At least 10 new computers, several new printers and copiers, a new LAN/WLAN, all new customer management software and migration, etc. This is going to be a fun (but challenging) job.

.

Good job! Sounds like its going to be a good money maker well into the future.

 

[nlinecomputers]

Cool. Dancing back from the volcano pit!

 

[cypress]

Very nice! Glad everything worked out. Keep us updated on the progress of the project please.

 

[neotechnet]

So just (out of curiosity) what did you do exactly (with the client) to make a successful recovery and get (the business)?

 

[Wheelie]

So just (out of curiosity) what did you do exactly (with the client) to make a successful recovery and get (the business)?

I called Bill back and basically left him a voice-mail saying I screwed up by charging them for the visit and would like to refund or credit the fee and that I would appreciate an opportunity to let Oliver know I screwed up and that I would still be interested in assisting them and that I know I could do a good job for them at a fair price. He called back and said that he appreciated my honesty and admitting my mistake. He then asked me to meet with him at his office to go over the details of this job and "the work place politics." I will be heading back over there to meet Bill & Oliver with a very general proposal next week. Nothing is cast in stone yet - but Bill made it very clear yesterday that he wants me to to perform the work. Although Bill used me on one job in 2007 I found out yesterday that he was referred to me by the owner of an Orthodontist practice I have supported for about 8 years

 

[drjones]

Wheelie, sorry but yeah, you kinda screwed up man. No sweat, live and learn, we all make mistakes.

But that was in pretty poor taste.

If you don't want to do any sort of a free consult, that's totally fine and your prerogative, but you should absolutely let the client know that up front.

What if you had gone there and it turned out that their needs were way over your head? How would you feel in their shoes?

In any case, glad you seem to have resolved it & smoothed things over.

As others pointed out, even attorneys - known for nickeling-and-diming, charging for every second of their time - tend to give free consults.

I met with the biz attorney in my networking group re: a client issue, and she didn't charge me for her time.

I met with another family law attorney yesterday on a personal issue, who didn't charge me for the consult.

You get the picture.

A first meeting is a sales call, an opportunity to get to know each other & see if you'd be a good fit. For all you know, you wouldn't want them as a client.

Take care, learn from this & good luck!