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Should You Charge for Discovery and Onboarding?
Recently, I encountered an interesting situation with a client who was concerned about being charged for discovery work. They suggested I should clarify when the free consultation period ends and the chargeable work begins.
While I offer a complimentary initial discovery call, which is clearly indicated in the meeting title, the moment the onboarding process starts—requiring substantial time and effort on my part—I begin to bill for my services. This stage involves gaining a deeper understanding of the project’s requirements.
Do you charge for discovery and onboarding work? If so, how do you communicate this to your clients? This particular client has been quite detailed in their inquiries, making me reconsider our collaboration.
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One response
Charging for discovery and onboarding work is a common practice among professionals, especially when the work involves a significant investment of time and expertise. Here’s how you might approach this situation and communicate your policy effectively.
1. Understand the Purpose of Discovery and Onboarding
Discovery Phase: This initial stage is crucial for understanding your client’s needs, goals, and expectations. It usually involves research, consultations, and strategic planning. Often, a brief initial consultation or discovery call is offered for free to establish a rapport and determine the basic scope of the project.
Onboarding Phase: During onboarding, you delve deeper into the client’s requirements, set up processes, and gather detailed information that is critical for executing the project successfully. This phase often requires substantial effort and resources, which justifies charging for your time and expertise.
2. Establish Clear Terms and Conditions
To avoid misunderstandings, it’s essential to have clear terms and conditions regarding your services. Here are some steps you can take:
Document Your Process: Clearly outline which stages (consultation, discovery, onboarding, execution) are involved in your project workflow, and specify which of these are chargeable.
Define Free vs. Paid Work: Specify that the initial discovery call is free and at what point the chargeable work begins.
Create Transparent Pricing: Provide clear information about your pricing structure and any applicable fees. Include details in your service agreement, proposal, or contract.
Include a Timeline: Offer a clear timeline of the onboarding and discovery phases so clients know when each phase begins and ends.
3. Communicate Effectively
Communication is key to managing client expectations:
During Initial Contact: When a potential client reaches out, emphasize that the initial discovery call is free but subsequent discovery or onboarding work is billable.
In Written Agreements: Always include detailed information about fees and charges in written agreements and ensure clients acknowledge this.
Set Clear Milestones: Clearly delineate when the transition from free consultation to paid services occurs.
4. Handle Client Concerns Proactively
If a client expresses dissatisfaction or confusion:
Listen to Feedback: First, understand their concerns and frustrations. This can provide insights into how you might improve your communication strategy.
Clarify Your Value: Explain the value and necessity of the discovery and onboarding phases. Highlight how this investment sets the groundwork for a successful project outcome.
Review Agreements Together: Go over any