[ziggystardust]

Would you have used say, a video call web app that could bill the client immediately after the call based on the call minutes ? Or would you still prefer to go for retainers ?

What I’m trying to understand is why the decision to move from billable calls to retainer model? Was it only the ease of invoicing or were there other factors ?

Also, “Dismissing the use of simple tools or feeling like everything has to be automated and perfect is a recipe for disaster”

“Automate only once you have a repeatable process that has low to no variation in output”

Love these two advice! Applicable to almost every business

[davismwfl]

Retainers are good because they encourage contact within some boundaries and provide predictable revenue which is the holy grail for consulting services. Even outside of retainer models though, we would have many calls with clients which were 5-10 minute chats, and we almost never billed for those. Those calls were "free" but were shown on the next invoice as such, with the time tracked. If we had a client abusing that we would discuss it with them and warn them further calls would have to incur billing. But a 5-15 minute call should be considered keeping the client happy and go into the marketing/retention side of the equation. I totally disagree with consulting where they are so worried about sticking it to the client, it is the wrong way to maintain a relationship. At the same time, there are clients who will abuse you and for those times, you need to have the talk and bill them very detailed.

I never invoiced clients immediately for a service, everything was based on written contracts, and no I wouldn't use an app like that ever for a professional client. Businesses have a typical cadence of weekly or monthly invoicing, doing anything more rapid is less a professional service and more a buy here/pay here credit card mentality. There is nothing wrong with that more immediate model mind you, just isn't the same thing as a contractual service between businesses.

If my goal was the immediate model you are discussing, I'd require a payment up front before the call/service was delivered. e.g. you pay for the call, then are connected and the payment covers up to a certain time period with no refunds, more time more money. Or alternatively, the payment details are taken up front but the time is tracked and the payment is completed once the call is done. But that isn't a B2B transaction, that's more a consumer model, again, nothing wrong with it, just different strokes.