Alex asks the following:
If an agent is always asking for freebies and difficult to work with, emails asking for the transfer of images once again, do you charge a processing fee for sending the link again because the client is technologically challenged?
I don't think there's a simple pat answer. The answer depends on the state of your business and how bad you want to continue working with this agent. Here are some questions to ask yourself:
- How big of a nuisance is the request to you?
- How often do you get these nuisance requests?
- How reasonable is this client? Will charging a processing fee on nuisance requests anger the client or cause them to end the business relationship? Maybe the client is aware that they are a bit of a nuisance and not mind paying an additional fee? Just because someone is a nuisance, doesn't mean they are unreasonable.
- What is the value of this client? Is the nuisance worth the possibility of losing their business?
- If you are still building your business and you want to build a reputation in your area for great customer service, then you may want to put up with this client's nuisance requests to build a good customer service reputation.
- On the other hand, if you've already built your reputation, have a thriving business, and this client is more of a nuisance than the majority of your clients, it may make sense to charge an extra fee or just not put up with the foolishness and fire the client. You can fire clients, you know.
There will always be some clients that are too much trouble to deal with!