The Dreaded Call

You answer a call from a client, who begins with, “I want to talk to you about your bill.” What is your response to fee complaints?

Your Emotional Response

Does your stomach begin to churn? Do you feel dread? Fear? Become angry? We usually have an emotional reaction because we are in service to others, using our professional knowledge, skills and experience to help them. When they don’t understand, appreciate or value what we provide, it feels personal.

Three Client Categories

When clients are concerned about their bills, they tend to fall into one of three categories. The first category is comprised of clients who are ill-suited to your firm. They may be legacy clients that your firm used to serve well but are not longer able to do so. These clients don’t need your level of expertise. In other words, you have outgrown them and they don’t like paying for what they don’t need or use. And rightly so. Rather than simply raise your fees, waiting for them to leave with a distaste for you and your firm, it would be better to talk with them about the situation and help them find better alternatives.

The second category are clients who need your level of expertise, experience and service, but don’t believe it should cost so much. That is, they don’t understand the value of what you provide. This may be due to communication breaks, like your inability to have that conversation with them. But when you do, these clients tend to come around with a better understanding of what it takes to produce your work and the value they receive from it (and you). If you can’t explain it, don’t expect them to understand it.

The third category are a few clients who are used to getting their way and will negotiate, argue and bully you because that’s how they do business with everyone. There are no explanations that matter and they have no desire to understand. They simply want you to know they rule the roost and you should yield to their often unreasonable demands. With these clients, the best way to respond is with a determined stance, holding to what is right and fair to both parties. But don’t be surprised if they leave. They aren’t used to someone standing up to them and will look for other providers who will yield—even providers who are less capable.

It’s Not Personal

Once you know which category your client is in, you can respond appropriately and avoid feeling that emotional kick in the gut. You are not on trial to defend your value, so don’t take it personally. Each client has to find their own way and your response to their fee complaints matters. You can help them by not being defensive but guide them to see the situation properly.