I NEED ADVICE— DESPERATELY!!!

I would charge something, even if it is a minimal amount, otherwise you run the risk of the client expecting "minor" concessions in the future.
A potential exception to this would be if a client is long-standing, rarely makes such requests, and is likely to provide a significant amount of work in the future.

Eric

Every job you perform for each client you have sets precedence for the next task that might offer you.

That said, I usually don't bill my clients for things that may take longer to prepare the invoice than to perform the task. Call it "added value" if you will.

That said, I also have a "minimum charge" for just such an occasion.

Depends on the task and the client.

I also keep an archive of everything I do and I rarely release my files to anyone unless it's specified in the initial contract. And if it is, they pay extra for that.

From what you wrote she hired you to design a logo and some labels and I'm guessing you both agreed at that time you'd provide the native files on CD for her to manipulate in the future. [Fair enough]

By the sounds of it you did exactly that and even went above and beyond by resaving all the files after she purchased an older version of Illustrator a month after the project was complete.

When clients get ahold of original files they normally have issues with missing fonts, and working with the application. It sounds like she isn't experienced enough to manipulate the files you provided for 'additional' layouts.

In most cases that constitutes another project. EG and Terry have a point regarding long standing clients that bring repeat business. However, be careful as preforming such tasks without a mention of additonal cost sets the precedent that this is part of the original agreement. Whether you decide to charge her or not for the extra help it is important to communicate that this is outside the original agreement and you normally charge $XX for technical assistance.

Your time is valuable and clients need to know that. This includes travel expenses and minutes spend with the client giving advise and assisting them. I highly doubt this is the last time she'll need to manipulate the files and you want to avoid her constantly calling you in the future expecting this as part of her payment for your design services.

If you took your car to a mechanic to get something fixed and they told you what the problem was and you both agreed on the work to be completed and everything worked perfectly for two months, would you expect them to give you free service with that aspect of your car indefinately? It wouldn't happen and doesn't fit. The same applies in design.

You completed the original project for her 2-months ago and it can get tricky when they call back asking for additional help under the umbrella of already paying you. Remember, she didn't pay for an open-ended use of your time and talent.

The important thing is to handle this with tact and understanding in person or over the phone. Avoid the use of email to explain any additional charges as it will come off cold and insulting. You want to protect yourself from being taken advantage of without pissing off the client and losing business in the future. Most decent people will understand and in many cases I'll give them half off my normal rate. That way they understand you are going above and beyond the original contract without feeling like you are trying to rip them off.

So now I'm still kind of confused. I have never done anything for this client before, so I don't know if she is going to present work for me in the future. I pretty much did it all for her in one shot (logo design, business cards, labels). But I guess there's that possibility, I don't know.

However, that being said, she is not a long standing client. I do have a few of those and whenever they come back to me, I always give them a break on the fee because they're returning clients. Not to mention, these clients have referred other clients to me.

So far, this client hasn't done that. And no, I am not planning on penalizing her because of this, it's just she is a new client and I can already tell that she is going to "expect" me to do these extra tasks for her.

Already this morning, there 3 e-mails that were sent within 5 minutes of each other, wanting me to resize her logo for the web, etc. Which is fine, I realize that that is part of my job as her designer. But this template thing seems out of the blue.

I guess that's why I am asking for everybody's opinion on this, so I don't piss her off or get screwed. HELP!!!

suzanne maestri-walters :: graphic designer :: www.onegirlcreative.com

One question—I have always sent native files to my clients, not necessarily for their own manipulation but I know a lot of printers have requested the original Illustrator file, etc. Is this not kosher? Do I ONLY send pdfs to the client???

I didn't realize this. I will definitely only send pdfs from here on out.

Now I really feel like I have been screwed. I wish you could see my inbox to see how many freakin' times this girl has e-mailed me this morning alone about this BS. It's really starting to annoy me.

I follow a simple rule. If it takes less then an hour I do for free for the paying client. If more, I ask for payment.

That sounds like a perfect rule!

I would feel really silly charging them for an hour's work, but anything beyond that, then we're looking into an hourly fee.

Thanks, Ivan!

suzanne maestri-walters :: graphic designer :: www.onegirlcreative.com

If the new work is out of scope from the work you've been paid for already, then draw up a new contract/bill and charge her for your time. It's just business; seems like you are getting a little confused with that. :)

Remember, you aren't just doing design for the fun of it. :)

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Powerpoint is not a design application.

I'm embarrassed to admit, that I never realized this. I just assumed that the native files were theirs to keep because they paid for the designs. I never realized that this is something as a designer, should keep.

You guys are the BEST!!!

Update:

I think I worked it out with my client this morning. I basically took all of your advice and told her point blank, that I would not only have to charge her for this additional work, but I am only responsible for what we agreed upon—labels, logo and business cards—I have already gone above & beyond what I am obligated to do.

Not only was she extremely apologetic and understanding, she was completely willing to pay me for this additional work. You know, I never would have had the "balls" to come straight out and say these things to a client if it weren't for all of your suggestions!

I cannot thank you all enough for all of the advice you have given me through CreativeBits. This blog rules!!!

Ii want to agree with the advice you're getting. This is outside the original scope of work. It's a return customer with a new job. Bill her.

And watch out about the fonts. If clients expect editable text with whatever you turn over to them, and their system will let them accomplish this, explain your desire to honor the conditions of your font purchase and provide them with a URL to the site where they can purchase their own legal copy. It's up to you whether you want to convert fonts to outlines where possible. Of course, if you used a freeware font, it's fine to provide a copy. Even then, though, I prefer they download their own, since most of my clients ore on PCs (making my Mac version useless to them), and/or, I want to avoid being accused of having passed along a corrupt font is there's something about it they don't like.

From now on, I am definitely going to outline my fonts so they cannot edit the text themselves. What also creates a problem with them editing the text is inevitably, it will make my original design look like crap, because let's face it, they won't know what they're doing.

I work really hard when it comes to typography on all of my work, so to have a client alter that can be a bad idea.

I have always outlined the fonts in the past (even when I sent the native files to them), but with this particular case, I didn't because she made it clear from the get-go that she wanted to be able to edit them. My mistake, my fault. Too late now with this client. But you chalk it up to experience.

Thanks for your advice!