Professional services firms who persist in “nickel and diming” their clients to death deserve to be enthusiastically fired.
Nothing annoys clients more than these charges.
I have always encouraged my professional services clients to avoid this tactic in order to create a competitive advantage and strong market differentiation.
Invariably they increase billing hours, annual revenues and profitability by stepping away from the very old-fashioned, accountancy-driven cost plus model, and adopting a more customer-friendly billing model.
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What’s more, they get improved WOM referrals, too.