Be ready to transfer knowledge to clients before the project’s done, or else you’ll be answering lots of unpaid questions later. Use a knowledge transfer to hand-off expertise to clients, to avoid spending unbillable time answering panicked questions later.
If your agency does web design and development, you’re had clients who needed post-launch support. You might have some clients who expect free help, or you’re not sure how to charge people. Let’s look at the three kinds of help clients need post-launch: upgrades, repairs, and routine maintenance.
When clients call with stupid questions, it’s your job to help them out. After all, the question isn’t stupid to them. In tech support, customer-created problems are sometimes called PEBCAK errors or “user malfunctions.” Chuckle… and then be glad clients want your help.