Hello ~

I'm having an issue with my client and logging into her computer. A few of my tasks require me to login to her computer on a daily basis. I currently have fairly set hours with her (2hrs per day) and I let her know at the beginning of the week when I'll be working. I've asked repeatedly for a time to login to her computer when she is either not working or will plan to not work so that I don't have to essentially "kick her off".

She has given me times when the computer is available and more times than not, she is busy working. I then have to wait for her to finish up and then begin my tasks (while she sits there at her computer), or come back at another time. It really messes up my momentum/schedule and I feel she is showing a lack of respect for me and my schedule by not setting aside a time for me.

What are your thoughts on this issue? I feel like I should ask her again to set aside a time for me to login and if she cannot do that, I will not be able to complete the tasks that I've been given. Is that too harsh?

HELP!! I'm so frustrated.

Well, to me this sounds like you are getting ignored by your client. You already told her your hours that you have available to work on her computer.

I would immediately send over an addendum to your current contract or write a new contract. Insert a clause that billing will begin at such and such a time even if you are not allowed access to her computer. I also may include a copy of my Terms & Conditions with that. I don't think it would hurt either to include a nice little note saying her lateness is interfering with other client work that you have besides her work.

Once you start billing for work that isn't done but that you are setting aside for her, I think your client will start to give you access at the agreed upon hours. Also if she is on a retainer plan, I would just deduct the available hours that you set aside since these are hours already set aside for this client and it is not your fault if your client is not available. That is her problem. It also seems that she may have problems scheduling her own work.

Just imagine a plumber or an electrician waiting around in your kitchen until you have the time to show them what they need to fix. You would be billed as soon as they walked in your door.

There always will be people that will take advantage and push as hard as they can. So in the end it really is up to us to set our own benchmark on how we want to run our business. But in the end we are the ones running our business not our clients and we have to make sure that our business will be successful and profitable. It is a shame that people don't respect our business as much as they respect their own but when that does happen, we have to remind them that we are business owners just like them and we have company policies just like them and they cannot be ignored or disregarded. My thoughts only.

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JoCarole
http://www.shoreofficeservices.com

Because the available times are agreed upon in advance, i would tell her that you will start billing her at the designated time, whether or not she is working on the computer, for the full agreed upon amount of time plus any additional time required to complete your work. If you have to come back at a different time to complete your work, that will be additional time charged ON TOP OF the 2 hours (or whatever amount of time was scheduled). This SHOULD help goose her to have the computer available at those times.

Do you work 'after hours' or late evenings when she is done for the day? This may be an alternative way of not competing for the computer access...

[EDIT] Too funny! JoCarole posted essentially the same suggestion as I was typing my response! It just goes to show that great minds think alike!

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Lily Chambers, The Virtual Office Goddess, LLC
Author "How to Do Your Own Small Business Bookkeeping"

I have to agree with you there Lily (the great minds part)

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JoCarole
http://www.shoreofficeservices.com

Thanks JoCarole ~

They are great thoughts. She is a retainer client and I definitely bill her for the time I sit and wait. But that time is frustrating and I feel myself getting angry as I sit.

I think you really hit the nail on the head about her not being able to schedule her own time. I'm really struggling with her continually "ignoring" my need to have a set time I can get my work done.

I've had boundary issues with her before, it's something I struggle with personally that I'm really working on. I sent her an e-mail a few weeks back outlining and re-emphasizing some of my policies. She respected them at first but now, 2 weeks later, I feel her pushing back on me again.

Am I out of line by asking her to make her computer available to me at a certain time?

Hi Lily, she has a very odd sleeping/work schedule and her office is at her home as well. If she's not working on her computer, she is usually surfing and doing other more personal things.

My office hours that I've outlined with her are 9am-3pm but I'm usually on her "clock" from 9:30-11:30am. She's mentioned that she's usually napping at that time but I find she's usually not.

I've not done a very good job of letting her know we are professional equals. In many ways she treats me like an employee and a dumping ground for jobs she claims she doesn't know how to do (like downloading an anti-virus program) when I know she does. Some of this work requires me to go to her house which I really do not want to do anymore. I'm at fault for allowing it to get to a point where my time and willingness to do whatever has been great for her but made me resentful.

Sorry, a little vent there. I guess all I can do is let her know what I'm willing to do and if she can't work with that, I need to move on.

Another question, are there jobs with a client you have just let them know you are unwilling to do?

Karin

Originally Posted by NWBizAssist

Am I out of line by asking her to make her computer available to me at a certain time?

Can you ask her to choose from a few set times so that she feels that she has some choices. For example:

9:00 am to 9:30 am time zone
or 2:00 pm to 3:00 pm time zone

It might be seen as a way of compromising and if some folks are offered choices then they feel they have some control over the outcome.

If that doesn't work, consider adding a fee for the wait time if the regular billing doesn't work.

Sometimes nothing works and then you might have to make a decision as to whether it is worth it to you to be placed in an uncomfortable and unproductive situation.

Janine

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What is her input / contribution on the scheduled times? Maybe there is something going on with that.

If she is given more control over the scheduled times, she may be more accommodating. (From what you've posted, I doubt it, but it's worth a shot) I think I'd also be more inclined to stipulate that if the computer is not available during the time that has been set aside that the work will have to wait until the next scheduled time.

Originally Posted by NWBizAssist

Thanks JoCarole ~ They are great thoughts. She is a retainer client and I definitely bill her for the time I sit and wait. But that time is frustrating and I feel myself getting angry as I sit. I think you really hit the nail on the head about her not being able to schedule her own time. I'm really struggling with her continually "ignoring" my need to have a set time I can get my work done. I've had boundary issues with her before, it's something I struggle with personally that I'm really working on. I sent her an e-mail a few weeks back outlining and re-emphasizing some of my policies. She respected them at first but now, 2 weeks later, I feel her pushing back on me again. Am I out of line by asking her to make her computer available to me at a certain time?

Absolutely not! Whether you are fixing her computer or doing transcription or scanning her emails, they are all the same thing, you are giving up your time to attend to her work. What you do, when you do it may be different for each client but what you do that is the same for all clients is set a designated time that the work will be done, period! Granted, remote computer access requires the client to be off that computer for the time that you are working that computer. But you don't have any choice in this, she is the only one that can help you do your job which is 'cleaning up her computer'. *I guess she only has the one computer*, you may want to suggest that if possible for her to look for another one when there is a sale going on.

If she can't set aside this time, then you have to really think if you want to keep her on as a client. I had to fire 2 clients myself, I just decided those clients weren't worth the aggravation When you make up your mind that you aren't going to let people run your business then you allow better clients to come into your life.

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JoCarole
http://www.shoreofficeservices.com

Great advise. She's been talking about getting another computer for months but has not done so. I think her refusal to cooperate gives her the perception that she has the upper hand and I don't know if I can deal with that kind of attitude. It's shown in other areas as well.

After being an admin. asst. in the corporate world, it's hard to let go of that mindset as a VA and instead, run my business the way I choose to.

It's also hard to let a client go when you have become dependent on the $$. But like you said and I've heard others say it before as well, letting this one go allows me to work with respectful, appreciate clients.

Thanks again for giving me some great ideas and for letting me vent. This is an amazing group! I'll let you know how things go.

Karin