Do you charge for stuff like this?

[gikstar]

Do you live in a two party notification state for call recording? In about 40 states you can record calls if you just inform one party (your draff).

I do not know the answer to that... all I can say is that if you call us the first thing you hear is our phone system telling the caller 'this call is recorded'. We have had only one complaint and that was from another company who tells you when you call them that you call is being recorded but you are not allowed to record them...
Eitherway, all parties are aware that the calls are recorded

 

[TenYardFight]

Yes, but you don't know who was put off with it but didn't tell you.

https://en.m.wikipedia.org/wiki/Telephone_recording_laws

 

[gikstar]

This is the way we do business. We don't have a store front so we don't do much business with the general public. We like to handpick our clients (business clients) and those who would be offended by the 'call is being recorded', then I guess we aren't a good match for their business... everyone in the IT business has their own way of doing business, this is just our way and in no way represents what is best for you or everyone else As mentioned, know the rules regarding recording calls in your state/country/local

 

[kwest]

The way I handle those is I say sounds like you need a remote session and I take a $60 credit card charge over the phone before I start. I have had some say well it will only take 5 minutes and I respond the the remote software is expensive and use this tool to provide my clients with fast service.

Like others say they either go away or start paying you. Win win

 

[RoadRunner]

I'm in the same boat. Walk out of the office at 6PM and all I've done all day is 5min jobs and some quotes. With bigger business clients we charge some fee to monitor their server and I think this covers at least for some of the calls. But most of the time it's just to hard to track it. I always think I spend as much time creating a ticket and bill for 15min as it takes me to do that. So if I need another 5 minutes to bill for a 5 min job I have even less time.
But yes lately we keep charging more 15 min jobs.

 

[tankman1989]

One way you could deal with current clients to make it a little more clear would be to have an auto-answer phone system where the user presses 1 for sales and 2 for tech support. Maybe have a disclaimer that the call may be recorded for quality assurance on the tech support line (justify if, if asked, that it is used to check conversations if latter issues appear related to the call). This makes the user realize that they are receiving a service. When you answer the tech support line, do the "hello...." part and then ask for an account # or name.

The above may weed out a lot of people because it is more difficult to go though those motions for "free" advice and will give you corroboration that they are receiving a service/support - hence reason to be billed.

Just my .02$

 

[vnights]

Every one of those examples to me sounds like billable work. I did like the suggestion that someone posted about just sending them an invoice anyway. Makes sense that it will either get paid or they will stop expecting free support. Its one thing if it truly is a 5 minute courtesy call, even those have to be kept in check. But these were mostly 15+ minutes that were spent on them. There really is no reason that you shouldn't be compensated for these.

 

[tucsonpc]

THIS!!!!
You are giving away the store. Either get these freeloaders on a contract or start billing people for when you DO something. In my book you just gave away $360.00. Would you like fries with that?

Why yes, I would love $360 and a side of fries. Where can I pick that up?

 

[marley1]

Love this post because it is a real eye opener. I used Repairshopr for ticketing those repairs but my struggle in the past was the support calls. I am turning to Zen Desk to capture those emails or calls in tickets. I already alerted some of my MSP clients about it today. They were on board with that.

What issue were you having that made you swap?

 

[JohnKennex]

anything over 5 mins I sure do.

 

[hexpek]

"My professional charges are upon a fixed scale, I do not vary them, save when I remit them altogether." Sherlock Holmes

However if I talk to you for 5mins or more and if I remote into you for any reason you are going to be invoiced at my standard rate. My time is valuable and I'm not a charity unless I choose to be.