Message #1096

[mlm668]

Katzee,



Is there a section of your billing structure that covers administrative costs?  If so, that is where your time comes in and you can politely point that out to the client.  



I used to be a legal secretary when I first started working.  I loved it too.  The best direction I ever got was that I did not under any circumstances have to deal with a client being unpolite to me over the phone or in person.  I quickly learned the best way to deal with any person who does is to calmly tell them that when they are ready to speak to me in a normal tone of voice, I will be more than happy to assist them and to please call back when they are ready to do so.  Then I just tell them goodbye, hang up and tell bossie what happened and what I did.  I've only actually had to do that once or twice, but I was never criticized by a boss for doing so.  Under no circumstances should you have to tolerate verbal abuse from anyone, even a paying (or in this case, unwilling to pay) client.



M



P.S.  This strategy works with bosses too.