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mlm668
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« on: August 04, 2001, 06:38:16 pm » |
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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.
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