From the Sage MAS Team

[#1]

Good article Kent. I would say this is more "when is a no not a no, but really a yes, here is what I can do for you..." Thank you for the reminder that sometimes it is not just what we say but how we say it.

[#2]

An employee went to a client to plan for a MAS 90 upgrade, spent 1.5 hours there.  The client didn't want to pay saying it was a "sales call".  I knocked a 1/2 hour off, just to be nice, but it didnt' satisfy the client so I'm unhappy I did that.

[#3]

Parkinson, what specifically made you "unhappy" about knocking a 1/2 hr. off the bill? (I knocked a 1/2 hour off, just to be nice, but it didnt' satisfy the client so I'm unhappy I did that.)

Was it because the client wasn't satisfied? Or, because your motivation to act was based on "just being nice"? Or, that you even knocked any $ off at all?

Seems you made a conscious effort to compromise. If the other party wasn't happy, it wasn't for your lack of trying. So, don't be unhappy about that.

If it's because your action wasn't received favorably by your client, but you're now unhappy about doing it because the client didn't think it was "nice" enough - screw 'em!  Don't allow them to dictate your mood.

Next time, give them an estimate of what the billable hours might be BEFORE sending the employee. Then, there is no confusion as to how they will interpret what the visit is.