Hello - I am going to add an app to my client's QBO. I am not sure that the appt will work for them but I am reasonably sure.
There is not a question regarding buying the app - they understand the it is subscription from a third party. The question is my time mapping the app and follow through. I believe that it is worth $250 for the service.
My question is - if it turns out that the app does not work as expected, would you refund the $250 fee - if not how would you handle the situation with the client?
Why would you charge a fee, before the work was completed to the clients expectations?
If it integrates and works, then charge your fee. I would think that fee would be negotiated before hand too.
In general, we have a rule at Parkway that we never charge for the time that we spend learning something, unless it is truly unique to an individual client. This really becomes relevant when it comes to researching new applications, especially for long time clients. If we engage a brand-new client which is demanding an unfamiliar application, we would request a deposit toward workflow design. This should help you avoid most scenarios by allowing you the opportunity to evaluate the application ahead of time.
Here are a couple important tips to help you avoid some of costly mistakes:
"If you find a software that does 80% of what you expect it to do, then you found a great program. If it does more, then you probably built it yourself!"
Finally, as a value-based accounting firm, none of our clients ever receive a bill for a specific application, instead we add on a new service package that include both the cost of the application as well as our time expected to maintain the integration itself.
Hi @BJB55. By integrating an additional service, this may change your value pricing plan, or it may simply transfer the cost of the 3rd party app to your client. It really depends on how this app is going to change workflows. If it were me, this would be a discussion that would happen with the client prior to integration. Out of curiosity, did you recommend the app, or did they? With new apps seemingly being created daily promoting greater workflow efficiency it is important to remember learning how to use them is a cost of doing business. You may put in more hours in a given month learning how to use the app, but the whole purpose of these 3rd party integrations is to make your client's workflows more efficient and effective; thus saving you time in the long-run. If the apps are not doing this, they are not worth the cost of subscription. Additionally, I would never charge a customer up front for work that I was not 100% certain would add value to our relationship and improve their business.
It's a good question, one that applies to any sort of consultation (many others in the community would likely agree). If you are providing knowledge, insight, or helping a client in decision-making, you're inherently adding value. As such, you should get paid something.
You could draw up a contract that says something along the lines of "as long as the build meets x,y,z requirements, we will call the project a success" and you get paid the amount you requested. You could stipulate that if these requirements were not met satisfactorily, both parties can revisit the delivery terms or you agree to work a specified duration of time to fix any unforeseen issues (and give a clear limit).
Just be very clear and deliberate about deliverables, focus on the relationship you build with the client, and of course, deliver amazing and you should have no issues.
How did the conversation go with your client?