Intake--Who Pays?

The time between when you send your client agreement/intake packet to a new client and the time you actually begin working with her is the "intake" period--the time you do the work to get things ready on your end to work with the client. 

This might be setting up files, or reading materials the client sends you to bring you up to speed, or setting up an online collaborative workspace, or any number of other things you might do in preparation for the actual work to begin.

Regardless, it should all be billable time. If you hadn't thought about it, I hope you will.

Those who think about it and bill for it often take that time off the first month's retainer. Unfortunately, I've heard from so many who don't tell the new client that the intake is billable, or that it will be taken from the retainer, and so there's often a fairly straight-from-the-gate disconnect for the client--at the very beginning of the relationship where one can least be afforded. That disconnect is an experiential one; rather than feeling like she's gotten a lot of work for her retainer hours, it feels like she's gotten less than she expected. And she did; she's actually gotten the retainer minus some number of intake hours.

So, if you want to bill for the intake, first tell the client that that's the case. And then as to how to bill for it, there are two (at least!) ways to consider doing it.

1. Take the time from the retainer as mentioned above
2. If you pretty much know how long it usually takes you to do the intake, charge a flat fee, upfront, to be paid with your initial retainer. 

Whatever way you choose to do it would also be explained to the client so she wouldn't be surprised.

Either way, you create an explicit agreement about the fact that paying for the intake is going to happen and how, and there can be no misunderstanding or disconnect for the client.

Do you do it another way? I'd love to hear about it. Just leave me a comment :)

Comments

[Laurel Landsman]

Thank you for this spot-on information. It is particularly helpful for those of us with new VA practices. I plan to implement the flat fee idea immediately.