As a computer consultant for small businesses, home
businesses and home users, I have occasionally found
myself in time-sucking situations that I cannot bill a client
for. Usually I will keep at the problem until it is resolved no
matter howmuch time it takes, but there is always a
residue of frustration for both me (for feeling forced to
drop the value of my time to zero) and my client (for
expecting me to get things to work ASAP).
I want to know how other consultants accountfor
breakdowns in their billing processes.
I find breakdowns fall into one or more of three categories:
1) consultant errors
2) consultant trial-and-error (a.k.a. “research”)
3) technical breakdowns that happen on the consultant’s
watch, but are not the fault of the consultant (e.g. bad print
drivers)
How do you deal with these contingencies in relationship
with your client?