On Timing

I noticed a comment in my last post about defending your prices that got me thinking. My colleague Mike Chen recounted this story:

I had one guy who asked for a quote on a Sunday, I reviewed his stuff on Monday and asked for more info, he replied on Tuesday, and I gave him a quote on Wednesday. He said my quote was too high and I screwed up his schedule.

I've definitely been in this situation before--when the client needs it yesterday and doesn't factor in that arranging a copywriting project takes time. I've never had any project that I've been able to actually start on the same day as initial contact. But I've still been in situations where a client contacts me on a Monday, says he needs the piece by Wednesday, I've said yes, and then the process stalls us both. The bottom line? Allow enough time to get things done.

Here are a few thoughts on how long things take--and why you can't get it all done in a day.

Give yourself 24 hours to come up with a quote. My copywriting business isn't Geico--you can't just type in your facts and figures and get an automatic quote in seconds. I need to talk to the client, check out the existing website, and generally expend some time to understand their needs and come up with a proposal. Getting the quote right is another thing you don't want to rush. You want to allow yourself plenty of time to gauge how long you think it will take and a fair hourly or flat rate. Rushing your quotes can lead to anxiety and overcharging, or a simple failure to think things through--and an off-kilter quote as a result. Above all, never give a quote over the phone without getting a chance to think about it first.

Expect some give and take over contracts. In my experience, it's not really possible to get a project started and finished in a matter of two days. There can be some client back-and-forth over the contract that can slow things down. I usually allow for at least 24 hours to get the signed contract back by email.

Allow some time for everything to be mailed in. If you need to do things immediately, you can have your client scan and send contracts by email or fax them to your office, and you can accept payments through Paypal or your bank's credit card acceptance system. But Paypal charges its own fees, and whenever the project allows it I'd rather do things by mail. That way I have an original signature on the contract as well. If you're operating under business terms that require you to have a contract and deposit check in hand before starting the project (which is never a bad idea), that can slow things down by several days.

Sometimes the due date depends on client response. In Mike's example, the prospect waited a day to respond to his request for more information--then got mad at him for "screwing up his schedule." I've found that the more client back-and-forth there is, the longer it's going to take to get everything done. Clients are usually busy people, and may not be able to respond to your email by the end of the day--and the same for you. Unless you can get every question answered over the phone, the time it takes to get the info you need can slow things down.

Their rush isn't your rush. Above all, keep in mind that your client's hurry is their problem, not yours. You know how long the process takes; don't let anyone get a quote from you or get you to agree to a due date your gut is telling you is unworkable.

I've seen prospects try to rush me right up until I need something back from them; then they can take forever to get back. They may have been trying to rush me to keep me off balance during the negotiating process. Always keep in mind that it's a possibility.