One agency owner reached out for help, because one of her new retainer clients was insisting the agency send someone in-person to an out-of-town meeting on less than a week’s notice. It would require a minimum of four hours travel each way, or longer if they flew out the night before.
This agency usually completes all work remotely, so they didn’t have a pricing plan in place for on-site travel within a client’s retainer budget. Yet the client had just signed up less than a month earlier, so it seemed sticky.
She sent me an email draft for feedback before she sent it to the client. Her initial response was somewhat defensive—about how employees needed to arrange for childcare, about how her agency had done this work remotely dozens of times before, and so on.
The reality is, your clients don’t care about your agency’s reasons, they just care about the implications for them. However, you can use that to your benefit—check out this template for ideas to get what you want.
[Template] Email to Client About Travel Expenses
To focus on constructive solutions for the future, here’s the revised email I recommended. It explains how a client can get what he wants… if he follows your rules and pays for the privilege. I’ve gotten my agency client’s consent to share this email out, and names have been changed for privacy. [Read more…]