I do accounting systems setup, support, training, troubleshooting and other services. I have a system in place that works really well and is the most cost effective way to deliver the service.
I had a potential client call last night wanting me to set up his system. I quoted my normal price for the setup and we discussed the specifics of his situation. We then started discussing training and that's where I lost the client.
I insist that new users take advantage of the free training that is included with the software. There are over 10 hours of free basic training videos in the package that covers all the essential knowledge needed to use the software properly. I can not come close to the level of training provided by these videos.
So I tell the client my training system- You watch the videos prior to my setup services, I set up the system and go over the areas the video doesn't cover and work with them while they do all the transactions in a sample company file. It usually takes about an hour to do the onsite training and I like to save an hour of the remaining time for support services through WebEx for when they need help with something.
This client says "I don't have time to watch the training videos, I need someone to show me how to do it".
He hasn't even looked at the videos yet, he has no idea if they will help or not.
If you do not have time to watch the videos how are you going to make time to sit in a live training session?
Of course when I told him my hourly rate for training (50/hr) I lost him. I think he had expectations of paying considerably less. It doesn't make any sense for me to work for 15 dollars an hour when I can get 50 to 75 dollars an hour doing other work.
In the end it is probably best that I couldn't accommodate him. I just don't understand the thought process of some people. I offer them a way to save money using a proven training process that directly addresses his problem of having the time for training and they think there is a better way?
It would have been a different issue if he HAD watched the videos and still needed help.
Just wanted to rant a little bit. I think I learned a valuable lesson with this experience and can now alter the methodology I use during my initial contact with potential clients. I need to cover costs and my training process before I get into specifics of the business. In this guys case I spent a half an hour talking about his business before the training issue came up.
I guess that over time these little lessons will pay off but dang, that 45 minute phone call could have been spent doing ANYTHING other than wasting my time.