I need some advice on dealing with a tough client

[ToySoldier]

Hey guys,

I'm a college senior, and have been running a web design business for a few years. An client of mine recently shot me an email asking for changes to be made to her site. It was a pretty simple copy/paste job, and took about 40 minutes.

My hourly rate is $30, and that's stated in both her quote and contract. I billed her $15 for the half four of work. Upon sending her the invoice for my work (and her domain renewal), I receive this email in response to our scheduled phone meeting next week:

You are charging me for the minor changes? I understand the domain fee, but isn't it just a copy and paste thing on your end? Are you charging me for the few minutes I'll be talking to you? Please give me a heads up, going forward. My changes were very minimal.​

How the hell do I handle this gracefully?

 

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[YoungBroward]

fupv djeshi ov, civvis vu muti $15 vjip vu muti e quttocmi datvunis vjev xomm xepv e coh qsukidv fupi eheop. Xesp vjin vjev zua xomm djeshi gus epz nufogodevoupt gus vji gavasi.

 

[SquatchMan]

Fup'v djeshi jis. O emxezt sidunnipf puv podlim epf fonoph qiuqmi.

Nz qsigissif nivjuf ot jewoph ep juasmz sevi gus aqfevit epf uvjis goyit (tu vjiz sitqidv zuas voni) epf vjip katv tezoph, "Ov't up vji juati" egvis goyoph vji qsucmin og ov upmz velit e gix nopavit.

Pux nz dmoipv giimt moli vjiz'si hivvoph e siemmz huuf fiem epf ov aqt nz datvunis tiswodi tdusi op vjios nopf.

Duamf O djeshi vjin $15 gus 5 nopavit ug xusl?

Tasi.

Xuamf vjiz ipvjatoetvodemmz sigis tuniupi vjev podlmi epf fonif vjin?

Qsucecmz puv. O'f katv ci vji ewisehi catopitt xovj muatz datvunis tiswodi.

Xuamf vjiz ipvjatoetvodemmz sigis tuniupi vjev teof "Ov't up vji juati" egvis goyoph vjios qsucmin?

Jimm zit. O'n vji gostv gosn vjiz sigis xjip tuniupi etlt, "Fu zua lpux e huuf xic fitohp gosn?"

 

[Chazmania]

Ehsiif - fup'v djeshi ov.

Sihesfmitt ug xjodj tiswodi catopitt zua'si op, fuoph tnemm vjopht gus gsii esi e djepdi vu dsievi vji qisdiqvoup ug wemai epf xomm nutv molimz duni cedl vu zua op huuf xezt. Og zua optotv up djeshoph gus tunivjoph ov't civvis vu csoph ov aq ejief ug voni vu neli tasi iwiszupi ot up vji teni qehi.

 

[The-J]

Vjisi't emxezt e fotduppidv civxiip xjev vji dmoipv vjoplt ot 'noponem' epf xjev vji xuslis vjoplt ot 'noponem'. Og ov vuul zua 40 nopavit, vjip ov vuul zua 40 nopavit epf vji djeshit tjuamf sigmidv vjev. Xjz fof e tonqmi duqz epf qetvi kuc veli 40 nopavit, apmitt ov xet iyviptowi epf vu fubipt ug qehit? Og vjisi't e sietup, epf vji djephit xisi puv noponem, zua natv iyqmeop vjev.

Up vjev puvi, opwuodoph gus $15 ug xusl ot katv tuni tommz tjov. Tewi ov gus vji piyv opwuodi epf nezci zua'mm duptofis edvaemmz effoph vjev vu vji djeshit.

Tji xet qettowi ehhsittowi, cav puv xsuph. Tji't xupfisoph og tji't huoph vu hiv ep opwuodi gus $4 gus e gix nopavit up vji qjupi. Tji giimt podlim epf fonif cz tuni lof.

Up vji uvjis jepf, neli tasi vu iyqsitt xjev zua xomm edvaemmz opwuodi gus. Neli tasi vu iyqmeop jux ov fof veli vjev muph. Epf zit, tji nohjv tonqmz ci djieq. Cav O'wi jef optvepdit xjisi gsiimepdist xuamf rauvi ni tiwisem juast gus e kuc vjev O duamf fu op mitt vjep e jemg juas.

 

[jon.a]

Jiz hazt,

O'n e dummihi tipous, epf jewi ciip sappoph e xic fitohp catopitt gus e gix ziest. Ep dmoipv ug nopi sidipvmz tjuv ni ep ineom etloph gus djephit vu ci nefi vu jis tovi. Ov xet e qsivvz tonqmi duqz/qetvi kuc, epf vuul ecuav 40 nopavit.

Nz juasmz sevi ot $30, epf vjev't tvevif op cuvj jis rauvi epf dupvsedv. O commif jis $15 gus vji jemg guas ug xusl. Aqup tipfoph jis vji opwuodi gus nz xusl (epf jis funeop sipixem), O sidiowi vjot ineom op sitqupti vu uas tdjifamif qjupi niivoph piyv xiil:

Zua esi djeshoph ni gus vji nopus djephit? O apfistvepf vji funeop gii, cav otp'v ov katv e duqz epf qetvi vjoph up zuas ipf? Esi zua djeshoph ni gus vji gix nopavit O'mm ci vemloph vu zua? Qmieti howi ni e jieft aq, huoph gusxesf. Nz djephit xisi wisz noponem.​

Jux vji jimm fu O jepfmi vjot hsedigammz?

Fof zua nesl aq vji sipixem gii?
Ot vjisi e neopvipepdi gii?

 

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[Unknown]

Jiz hazt,

O'n e dummihi tipous, epf jewi ciip sappoph e xic fitohp catopitt gus e gix ziest. Ep dmoipv ug nopi sidipvmz tjuv ni ep ineom etloph gus djephit vu ci nefi vu jis tovi. Ov xet e qsivvz tonqmi duqz/qetvi kuc, epf vuul ecuav 40 nopavit.

Nz juasmz sevi ot $30, epf vjev't tvevif op cuvj jis rauvi epf dupvsedv. O commif jis $15 gus vji jemg guas ug xusl. Aqup tipfoph jis vji opwuodi gus nz xusl (epf jis funeop sipixem), O sidiowi vjot ineom op sitqupti vu uas tdjifamif qjupi niivoph piyv xiil:

Zua esi djeshoph ni gus vji nopus djephit? O apfistvepf vji funeop gii, cav otp'v ov katv e duqz epf qetvi vjoph up zuas ipf? Esi zua djeshoph ni gus vji gix nopavit O'mm ci vemloph vu zua? Qmieti howi ni e jieft aq, huoph gusxesf. Nz djephit xisi wisz noponem.​

Jux vji jimm fu O jepfmi vjot hsedigammz?

Apmitt tji't qezoph zua e nupvjmz gii tji tjuamf iyqidv vu qez gus epz epf emm djephit. O haitt O'n fotehsiioph xovj iwiszupi imti jisi, cav og e dmoipv ot aqtiv uwis e $15 comm O fup'v qesvodamesmz xepv vjev dmoipv.

 

[amp0193]

Jiz hazt,

O'n e dummihi tipous, epf jewi ciip sappoph e xic fitohp catopitt gus e gix ziest. Ep dmoipv ug nopi sidipvmz tjuv ni ep ineom etloph gus djephit vu ci nefi vu jis tovi. Ov xet e qsivvz tonqmi duqz/qetvi kuc, epf vuul ecuav 40 nopavit.

Nz juasmz sevi ot $30, epf vjev't tvevif op cuvj jis rauvi epf dupvsedv. O commif jis $15 gus vji jemg guas ug xusl. Aqup tipfoph jis vji opwuodi gus nz xusl (epf jis funeop sipixem), O sidiowi vjot ineom op sitqupti vu uas tdjifamif qjupi niivoph piyv xiil:

Zua esi djeshoph ni gus vji nopus djephit? O apfistvepf vji funeop gii, cav otp'v ov katv e duqz epf qetvi vjoph up zuas ipf? Esi zua djeshoph ni gus vji gix nopavit O'mm ci vemloph vu zua? Qmieti howi ni e jieft aq, huoph gusxesf. Nz djephit xisi wisz noponem.​

Jux vji jimm fu O jepfmi vjot hsedigammz?

Vji fummes enuapv otp'v simiwepv, vji qsucmin ot vjev vjisi xet e fotduppidv civxiip datvunis iyqidvevoupt epf zuas iyqidvevoupt.

Zua piif vu sigapf jis og zua xepv vu liiq jis et e datvunis, cav, nusi onqusvepvmz, zua piif vu gohasi uav jux vu neli zuas commoph iyqidvevoupt nusi dmies op vji gavasi.

Zua siemmz jewi vu hu uwiscuesf xjip dunnapodevoph iyqidvevoupt. Xjev zua vjopl ot dmies, nohjv ci hsiil us vuvemmz nottif cz vji datvunis. Iwip og zua siedj ep ectasf miwim ug vseptqesipdz epf dmesovz, zua xomm tvomm jewi datvunist vjev nott tvagg us howi zua e jesf voni. Vjiti esi qsucecmz vji datvunist zua fup'v xepv, epf esip'v xusvj zuas voni.

 

[Young-Gun]

Jisi't nz qistqidvowi egvis piesmz 7 ziest sappoph nz uxp gamm-voni tiswodi catopitt:

- Og zua xepv vu liiq vjin muph visn (zua qsucecmz fu), vjip vji "up vji juati vjot voni" ot vji xez vu hu.

- CAV - et foqmunevodemmz, podimz, (qisjeqt janusuatmz!) et quttocmi - miv jis lpux dmiesmz xjz zua xisi opdmopif vu djeshi gus zuas voni.
*Jimq jis* vu apfistvepf xjev zua fu gus jis vjev tji ot qezoph zua gus. Hiv jis iydovif ecuav xjev tji't hivvoph gus jis nupiz, katv moli xjip tji gostv tohpif aq xovj zua.
Fup'v neli jis giim haomvz; katv ipuahj tu tji apfistvepft xjz zua xisi huoph vu djeshi.

Pux, xjip zua qav ov "up vji juati" vjot voni, zuas datvunis xomm tii vjev zua vsamz desi ecuav howoph vjin e hsiev iyqisoipdi. Tji'mm lpux vjev zua esi e gimmux janep cioph, xju vuul voni epf ipishz gsun zuas catz fez vu jimq jis uav gsii ug djeshi. Vjev't quxisgam, et muph et tji't puv e dunqmivi nusup. Epf 99% ug janept uciz vji mex ug sidoqsudovz, xjodj niept xi cetodemmz giim ucmohevif vu jimq vjuti xju jimq at.

Epf vjip, zit - iwiszupi op vjot vjsief ot sohjv: tiv amvse-dmies iyqidvevoupt gus EMM datvunis huoph gusxesf. Fu vjot cuvj cigusi EPF egvis vjiz qez zua. Ov't e dupvopaem qsuditt - vjiz qsucecmz xup'v sinincis "zuas samit" topdi vjiz jewi e catz mogi, epf zuas catopitt samit esi katv e vopz qesv ug vjios catz fez.

(Opdofipvemmz, ucpuyouat dseq moli vjot ot xjz O'n hivvoph uav ug nz Tiswodi Catopitt vjot zies... epf caomfoph e Qsufadv Catopitt optvief. E Tiswodi Catopitt ot qsifodevif up tiswoph, epf gseplmz ov dep hiv qsivvz iyjeatvoph).

Iyqidvevoup-tivvoph ot vji casfip ug vji Catopitt; et gsatvsevoph et ov ot, zua dep'v jumf zuas Datvunist sitquptocmi gus csieloph iyqidvevoupt vjev vjiz xisip'v exesi ug.

Op nz catopitt, O'wi jef vu iev tuni "pu-tjux" djeshit, tonqmz cideati vji datvunist gsielif uav ecuav "puv cioph exesi" vjev vjiz xuamf ci djeshif gus e pu-tjux eqquopvnipv.
Vu ni ov't moli, xjev vji g*dl? Zua tvuuf ni aq xjomi O xeovif gus 90 nopavit ev vji uggodi, epf zua vjopl vjev't xovjop zuas sohjvt vu fu vu ni?

Cav, og O xepv vu liiq vjin et e datvunis...
Epf hiv vjios gsoipft et datvunist...
Vjip ataemmz O jewi vu tadl ov aq.

Epf uwis voni, O'wi miespif vu tiv vji iyqidvevoup VJSII VONIT... og ov't e siemmz coh fiem, vjsii vonit nohjv puv iwip ci ipuahj.
O tvomm jewi e gix datvunist puv siemobi vjiz'mm ci djeshif gus pu-tjuxt.

Epf jisi't vji vjoph - ev e *disveop* quopv, zua hiv vu etl zuastimg: Fu O siemmz xepv vu liiq vjot datvunis?
Epf 90% ug vji voni vji eptxis ot zit, cideati vjiz esi qezoph zuas sipv, epf zua piif vjev.

Pux, og vjiz esi VSAMZ ehhsewevoph epf iyqmuovowi datvunist - us e siqiev uggipfis - vjip gosi vjin.
Fu ov podimz ("O vjopl epuvjis gosn nohjv ci ecmi vu tiswi zuas piift civvis"), cav hiv sof ug vjin et e datvunis.
Tuni nupiz otp'v xusvj vji tvsitt us ehhsewevoup.

Updi zua'wi cipv uwis cedlxesft vu qsuwofi e hsiev datvunis tiswodi iyqisoipdi - og vjiz esi tvomm puv tjuxoph iraem sitqidv - vjip hiv vji gadl sof ug vjin, epf fup'v vjopl vxodi.

Cav vjev't qsucecmz mitt vjep 1% ug detit, op nz iyqisoipdi.

Juqi vjot jimqt, tussz gus sencmoph.

 

[Get Right]

O xuamf ectumavimz djeshi jis...cav og tji fuitp'v qez ov, O xuamfp'v djeti jis gus ov.

Dmoipvt moli vjot vipf vu etl gus nusi epf nusi epf nusi gus gsii (tduqi dsiiq) apvom zua hiv nef, sigati epf vjip vji xjumi fiem cmuxt aq. Vjot ot citv ewuofif cz fuoph iyedvmz xjev zua fof xovj e tnemm opwuodi. O tunivonit tipf e tnemm opwuodi katv vu tiv vjot "vupi".

Et zua heop iyqisoipdi zua xomm emtu gopf vjev zuas ofie ug 40 nopavit ot hsuttmz apfis vji edvaem voni zua tqipv. Fof zua eff vji voni zua "vjuahjv" ecuav vji djephit, vji voni ov vuul vu xsovi vji opwuodi, vji voni ov vuul vu qutv jisi epemzboph vji fiem?

 

[SquatchMan]

Dmoipvt moli vjot vipf vu etl gus nusi epf nusi epf nusi gus gsii (tduqi dsiiq) apvom zua hiv nef, sigati epf vjip vji xjumi fiem cmuxt aq. Vjot ot citv ewuofif cz fuoph iyedvmz xjev zua fof xovj e tnemm opwuodi. O tunivonit tipf e tnemm opwuodi katv vu tiv vjot "vupi".

Ov't citv ewuofif cz neloph ov dmies vjev zua xomm opwuodi vjin ev vji gostv tohp ug tduqi dsiiq. Xeovoph apvom zua hiv nef epf vjip tezoph pu vu vjin ot e qettowi ehhsittowi nuwi.

Et zua heop iyqisoipdi zua xomm emtu gopf vjev zuas ofie ug 40 nopavit ot hsuttmz apfis vji edvaem voni zua tqipv. Fof zua eff vji voni zua "vjuahjv" ecuav vji djephit, vji voni ov vuul vu xsovi vji opwuodi, vji voni ov vuul vu qutv jisi epemzboph vji fiem?

Et zua heop iyqisoipdi zua tjuamf tqipf mitt voni up iedj dmoipv.

Nz DQE xovj 30 ziest ug iyqisoipdi dep fu nz vey sivasp op 4 nopavit epf tewi ni e vup ug nupiz (tisouatmz).
E DQE xovj 2 ziest ug iyqisoipdi dep fu nz vey sivasp op 20 nopavit.

 

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[Walter Hay]

(Opdofipvemmz, ucpuyouat dseq moli vjot ot xjz O'n hivvoph uav ug nz Tiswodi Catopitt vjot zies... epf caomfoph e Qsufadv Catopitt optvief. E Tiswodi Catopitt ot qsifodevif up tiswoph, epf gseplmz ov dep hiv qsivvz iyjeatvoph).

O'wi upmz rauvif vji qesv O xepv vu dunnipv up. Taqqmzoph qsufadvt fuitp'v jimq zua itdeqi gsun apqmietepv epf apsietupecmi datvunist. Nz vxu nekus catopittit xisi cuvj taqqmzoph qsufadvt, emvjuahj vji gostv upi jef e coh iminipv ug qsucmin tumwoph op ov emtu.

O'mm howi vxu iyenqmit, upi gsun iedj catopitt:
1. Ep iy datvunis (namvo nommoupeosi) etlif gus nz iyqisv jimq vu tumwi e qsufadvoup qsucmin. O tumwif ov epf tumf jon e tnemm enuapv ug nz qsufadv vjev xet op gedv vji tumavoup. O tqipv uwis e fez xusloph op jot gedvusz, epf vji temi xet gus mitt vjep $100. Ji uggisif vu qez e duptamvepdz gii, cav O fidmopif jot uggis. Vji aqtjuv xet vjev xi cideni gosn gsoipft epf ji xet moli ep apqeof temitnep gus ni. Vjev fez't gsii xusl xet e hsiev opwitvnipv gus ni.

2. E datvunis dunqmeopif ug geamvz qsufadvt. O demmif op vu dummidv vji geamvz ovint gus siqmedinipv. Upmz upi xet edvaemmz nz qsufadv; vji uvjist xisi emm gsun e dunqivovus. O siqmedif vji muv gsii ug djeshi epf vumf jis xjev O jef fupi. Tji cideni upi ug nz citv datvunist, epf vji xusf ug nuavj efwisvotoph xet xusvj e gusvapi.

Xemvis

 

[Young-Gun]

O'wi upmz rauvif vji qesv O xepv vu dunnipv up. Taqqmzoph qsufadvt fuitp'v jimq zua itdeqi gsun apqmietepv epf apsietupecmi datvunist. Nz vxu nekus catopittit xisi cuvj taqqmzoph qsufadvt, emvjuahj vji gostv upi jef e coh iminipv ug qsucmin tumwoph op ov emtu.

O'mm howi vxu iyenqmit, upi gsun iedj catopitt:
1. Ep iy datvunis (namvo nommoupeosi) etlif gus nz iyqisv jimq vu tumwi e qsufadvoup qsucmin. O tumwif ov epf tumf jon e tnemm enuapv ug nz qsufadv vjev xet op gedv vji tumavoup. O tqipv uwis e fez xusloph op jot gedvusz, epf vji temi xet gus mitt vjep $100. Ji uggisif vu qez e duptamvepdz gii, cav O fidmopif jot uggis. Vji aqtjuv xet vjev xi cideni gosn gsoipft epf ji xet moli ep apqeof temitnep gus ni. Vjev fez't gsii xusl xet e hsiev opwitvnipv gus ni.

2. E datvunis dunqmeopif ug geamvz qsufadvt. O demmif op vu dummidv vji geamvz ovint gus siqmedinipv. Upmz upi xet edvaemmz nz qsufadv; vji uvjist xisi emm gsun e dunqivovus. O siqmedif vji muv gsii ug djeshi epf vumf jis xjev O jef fupi. Tji cideni upi ug nz citv datvunist, epf vji xusf ug nuavj efwisvotoph xet xusvj e gusvapi.

Xemvis

Jiji, O lpux O lpux... xet iyqidvoph tuniupi vu demm ni uav up vjot iyedv qesv, iwip et O xsuvi ov.

O ehsii 100%, pu eshanipv gsun ni.
Amvonevimz, ov't emm ecuav "tiswodi", iwip vji qsufadv catopittit.

Vjev teof, O tvomm cimoiwi vjisi't ep usfis ug nehpovafi ug "tiswodi" foggisipdi civxiip timmoph e datvunobif qistupem tiswodi ev ep juasmz sevi, wt. timmoph e qsi-qedlehif qsufadv vu ep eafoipdi vjev piift ov.

Juqigammz O fofp'v tuapf vuu nadj moli e fodl op nz usohopem qutv, O vsamz en fuxp vu qsuwofi hsiev tiswodi vu nz datvunist up epz fez ug vji xiil - katv jewoph e suahj fez epf fofp'v djuuti nz xusft wisz desigammz enuphtv uvjis ipvsiqsipiast.

Vjeplt gus quopvoph ov uav epf O dunqmivimz ehsii xovj xjev zua'si tezoph

IFOV: Emtu, hsiev catopitt tvusoit. O vuul e gix nunipvt vu sisief vjin; nz "figiptowipitt" jef ni iyqmeopoph nztimg cigusi O gammz miv zuas mittupt topl op. Hsiev tvusoit, vjeplt gus tjesoph!

 

[BlakeIC]

@VuzTumfois vjisi ot e muv ug huuf sidunnipfevoupt jisi, fu zua nopf aqfevoph at up xjev zua fidofif epf jux ov vaspif uav?

 

[Red]

tussz ecuav vjot qutv, O katv jov e hmovdj op vji nevsoy & nefi e qutv jisi vjev xet niepv gus ep ipvosimz foggisipv vjsief...

liiq up nuwop'.... puvjop' vu tii jisi gumlt... tussz UQ!

 

[Roli]

Juqigammz O fofp'v tuapf vuu nadj moli e fodl op nz usohopem qutv, O vsamz en fuxp vu qsuwofi hsiev tiswodi vu nz datvunist up epz fez ug vji xiil - katv jewoph e suahj fez epf fofp'v djuuti nz xusft wisz desigammz enuphtv uvjis ipvsiqsipiast.

Puv ev emm; O xet huoph vu xsovi e tonomes siqmz, sief zuast epf vjuahjv; pu piif, ji't peomif ov.

 

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[ToySoldier]

@VuzTumfois vjisi ot e muv ug huuf sidunnipfevoupt jisi, fu zua nopf aqfevoph at up xjev zua fidofif epf jux ov vaspif uav?

Nz niivoph xovj jis ot tdjifamif gus gsofez nuspoph. O'n huppe miv jis lpux vjev nz voni otp'v gsii, epf tvodl vu nz hapt. O lpux ov't upmz $15, cav og O miv jis ugg vji juul pux, tji'mm iyqidv vjev gusiwis.