Question

Topic: Strategy

Invoice A Silent Client Now, Or Wait For Feedback?

Posted by SRyan ;] on 11/2/2010 at 6:58 PM ET 843 Points
Hi, everyone. I've wrapped up the first phase of a project that started with interviewing seven workgroups to clarify their various web conferencing needs. The client agreed to pay for this project in three installments, with the last one due when I submitted a report with my recommendations.

I sent the report 12 days ago (later than expected because I didn't handle my time or the Scope Creep situation very well), with a request to schedule a quick review of the content. I haven't heard a word back. I pinged the client by email again earlier today. So far, nothing.

My gut tells me NOT to invoice the client until I've gotten her feedback about the report -- even a short "Looks good, thanks!" note would suffice at this point. (I'm not worried that the report got lost in the ether because I also left a voicemail alerting her that I had sent it.)

I'm particularly sensitive to this because I took so long to deliver the goods, dang it, and because I know how busy the client is right now. I'd rather not seem like a nag -- I want to preserve the relationship so we can move into the next phase of the project: implementation.

On the flip side, this is my new business and cash flow is vital.

What would you do? Invoice now or keep waiting?
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RESPONSES

  • Posted by mgoodman on 11/2/2010 at 7:12 PM Accepted
    If the deal was that you were to invoice the last installment when you submitted the report with your recommendations, then you need to invoice them now. (You're already late.)

    You've done what you agreed to do (albeit a little later than you anticipated), and you are entitled to be paid.

    If you're feeling sensitive with this client, you can include a short note with the invoice reassuring them that you're ready to discuss the project whenever they're ready ( "... but meanwhile, please process the invoice at your earliest convenience").
  • Posted by SRyan ;] on 11/2/2010 at 7:31 PM Author
    Thanks, Michael and Gary. You're already making me feel better!

    Gary, I hear you -- no surprises. I did keep the client informed, but perhaps I should have done so more frequently. I was feeling crummy about letting another client's project take over my life! That wasn't a message I wanted to deliver.

    I'm seriously questioning my original plan for Killer Webinars... but I'll save that for another KHE question. ;]
  • Posted by Chris Blackman on 11/2/2010 at 10:43 PM Accepted
    Hi Shelley

    I'm with the invoice crowd. Absolutely, get the invoice done and sent so if they delay payment you have the clock ticking in terms of using the invoice date to calculate the age of the debt.

    As for presenting the deliverables - always better to do face to face, or at least by phone conference with you guiding the client through the work.

    The client may have other fires to fight at the moment and it could be that this project has taken a priority drop. Not your problem - you were hired to deliver and that's what you have done!

    Good to see here again!

    Chris
  • Posted by SRyan ;] on 11/3/2010 at 12:48 AM Author
    Thanks for chiming in, everyone. (And g'day, Chris my friend!)

    No hung jury here, eh? I'll send that invoice out tomorrow.

    And to those of you who suggested a face-to-face, that's not an option at this point in the project. Too much distance between me and the client. Soon, though!
  • Posted by telemoxie on 11/3/2010 at 9:37 AM Accepted
    you might consider adding some of the "scope creep" items to the invoice, as non-charged items.

    this can help you explain to the finance crowd why the project is later than expected, and it might help you generate goodwill. And, raising the issue of "scope creep" now (in a nonthreatening way) may help you negotiate a tighter scope of work next time.
  • Posted by SRyan ;] on 11/3/2010 at 7:39 PM Author
    Gary, I do intend to go over the report with the client AND with her team... whenever she responds to me! It kills me to think that those pages sit unread or misunderstood after all the time and effort I put into it.

    Dave, I'll probably address the scope creep items in the next phase of the project. Either I'll bring in outside help and charge a whopper for implementation -- or I'll say it's not an area I can support.

    Sorry to be vague with the details. If I went on and on, though, you'd die of boredom!

    Thanks again to everyone for sharing your thoughts.

    Shelley
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