[Dave_Webb]

So how do you deal with clients who constantly want support from work you have done for them. I don't mind but they normally want it for free. Any ideas to charge for this or a way to make everyone happy?

[MarkJenner]

While I agree that a certain amount of hand-holding may be needed for some clients, it bugs the hell out me too when they constantly come back with questions/queries. I wouldn't mind so much if there was something in the spec which I had overlooked, but 9 times out of 10 it's due to them wanting to add something extra, or lacking any knowledge on even the most simple actions.

I (depending on the client and how web-savvy they are) usually include an Instruction manual, especially if it's a CMS, which details the basic how-to's (adding content, changing basic styles etc) which seems to go down well. Usually 1 or 2 pages long written at the end of the project.

The other option, as you say, would be to charge a small fee which would cover any additional hand-holding beyond the basics. Either as a one-off payment, or a monthly fee depending on how much help they need.

[oakleaves]

I think we'd all like the answer for that Dave!

[rallport]

I'd say answer them within reason. If they're normal questions it's simply part of the job unfortunately. It's simple really - you provide no support, clients go elsewhere.

Anything above and beyond, simply say it's outside the brief and you'll need to charge.

May even be worth saying you offer support contracts too.