Nobody likes conversations with clients who are complaining about the size of their bills. If you respond with something like “I think you’ll find that our fees are commensurate with other firms of our size and experience”, you’re missing an opportunity.
Ideally, clients should not be surprised by the amounts of their bills; if you’ve communicated with them throughout the matter, they should already know what to expect. But what they’re really asking is “What do I get for all this money?” That’s when you need to have the Value Talk.
To a client starting up a business, the value . . . [more]