a couple of thoughts.
this reminds me of the talks we occasionally have regarding minimum pricing and we read shop minimums of $15, 20, 25....etc. and i never can understand this, the reason being that even though the project may only take you 5 minutes to complete you still have:
the initial time of listening to the client tell you what they need (super simple 1 color decal cut weed tape or print contour cut project...quick and easy... with normal polite chit chat lets say 5 minutes)
write up work order, enter info for new client or dig out existing client information folder/file whatever, check for materials, etc. (again simple project, you don't have to order materials lets say 5 minutes) if you have to order materials there's another 5 minutes or so.
setup computer file load material (simple job / shop minimum quicky 5 minutes)
cut job on plotter or print put away material (5 minutes)
weed, cover in transfer tape find a bag, box, envelope for project so we look somewhat professional other than just handing over our product unprotected. (5 minutes)
call client to let them know project is completed and invoice project (5 minutes)
client comes in basic quick politeness "hey thanks for your business, we appreciate you, blah blah blah, who do you know that would benefit from my products and services? i assure you i will give them the same great quality you have come to expect from us as well as the great customer service we are known for...what is their hame, phone, email? great thanks, if it isn't too much to ask could i get you to make an introduction? phone call/ email so i am not calling them unexpectedly. we really appreciate you...our business is based on referals and i will gladly return the favor by refering anyone i encounter that would benefit from your products and services your direction, in fact can i have a small stack of your business cards so that i have them on hand? (another 5 minutes)
follow up..send a quick email or card thanking client for business. another chance to put your name in front of the client, be certain that you tactfully say " our business is built on referals if you know anyone who would benefit from our products and services please pass along our contact information. rest assured that we will give them the same great service you have come to expect from us. we will also proudly refer anyone we encounter
to your company that we meet who will benefit from your services. Again thank you for your business." if you ask for referals your clients will give them to you but that is another topic for another day. another 5 minutes
so that simple project that only took you 5 minutes when you take into account interaction time with clients, clerical work, etc etc really took 40 minutes.
all projects should be billed at the minimum of one hour...in my opinion, those simple projects can be some of your biggest losers if you really take a look at what it really takes to get it out the door.
i really think that most people (including myself in some scenarios) have become accustomed to thinking we should receive everything NOW. it seems that the client always needs their project NOW. Quote them your standard production time and if that is not acceptable explain to them that you will have to juggle your work load and work overtime to meet their deadline. Obviously working extra hours outside of your normal production schedule is going to cost them. If it is a true RUSH they need to pay the charges that go with that, but in my experience if the charge is appropriate it seems that they magically now have more time.
If you stick to your policy eventually your repeat clients will begin to plan accordingly the majority of the time, of course there will be exceptions, mistakes, planning errors, life...
There are companies that charge 100%+ for rush projects and they get it...myself I think that is excessive, however, the charge should be sufficient to cover your additional expenses, inconvenience, etc. and make a profit. If you need to miss dinner with your family or a weekend away from enjoying time with your kids to meet client project demands your financial reward should be significant enough to justify it.
Many of us fall into the routine of servicing the client to any measure... I believe in it, I preach it but on the other side of the coin we need to avoid conditioning clients into the behavior of constantly placing RUSH orders because there is no consequences (expense) for doing so.
