The way I look at this? Its ADDED VALUE! And "added value" is worth its weight in gold.

First, you were not going to charge her anyway. Second, I often will tell a client: "This something you can totally do yourself. Here are some hints. You are smart enough, go figure it out. If you are still stuck? I am happy to help you."

Customers and people, in general, love it when you do this -- and they become that much more of "fan" of yours. Its what keeps people coming back. Its the difference between them preferring me 20 fold over the last person they hired.

I aim to be friendly in however I engage with people, customers or just straight up strangers at the store. This is especially true when you have a networking, working relationship with someone. Am I right in understanding that you work together and exchange work? Don't get me wrong -- I think its perfectly acceptable to say: "No problem. That will take me 5 minutes, check back with me in 10". If only for the sake of brevity, I would do just that more often than not.

This is just my own opinion: I like having people feel like we are all in this together. I need them....they need me, we all have a place. Sometimes I teach them something, sometimes they teach me.....sometimes they do something for me for a fee, sometimes me for them for a fee.

I see what you are saying -- but, I assure you that this person (if they are a good contact) will make it worth your while.

Lesley

I wish! I have clients whose eyes glaze over (I can hear it in their voices on the phone) if I start to get into explanations of how something works. There is one client in particular who probably spends more time typing up an email to explain something to me that it takes in time to get the thing done. She won't lift her finger to anything! Good for me in that I get paid for it all but just sometimes I would like to see her willing to do something for herself. I think she may be technophobic.

I am glad everyone likes my email support program. I have it in place for one client. She would email me often asking me questions. I gave her a choice I can calculate the time from her and deduct from her retainer (bill and work in 15 mintues increments) or I can charge $100 per month and I don't calculate the time at all as long as she is not emailing me 20x per day every day of the week. there is a limit but I don't count.

Good information and something I will keep in mind.

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Bonnie
Protege Business Solutions, L.L.C.

Great idea Serena! Email support is something I didn't even think about. I am pretty good at giving detailed explainations, so that could be one more service I could offer.

Thanks so much!

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Sarah Mosure

If you find she does it often or she starts to take advantage of it you can start charging her for email support/

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I think that is a wonderful idea

I have suggested that to a friend of mine in the past who is a computer technician. I don't know if she acted on it though. But this is just another way to generate income for what we do...
Jo-Carole

This is another example of sharing ideas/methods. You all have reflected both sides to the idea of charging vs building rapport. Thank you for all the information. It allows us all a chance to think through our own situations and decide which direction works best for us.... And who knows...maybe both.

~Annette