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Lost my biggest client on a Tuesday because of one dumb invoice mistake, and it changed how I feel about retainer talks
Last month I sent out our quarterly invoices and somehow double billed our biggest retainer client, a $12,000 mistake on a $6,000 monthly fee. They caught it before I did, and the email I got back was three lines long and ended with 'let's talk next week.' I had always been the guy who rolled his eyes at written scope agreements, thought they were for lawyers and cowards. But sitting in that call while they listed every small favor we had done for free over two quarters, I realized I had no paper trail for any of it. We kept them, barely, but only after I ate the fee and agreed to a monthly hour cap. Now I actually write down what is included and what costs extra, and honestly the awkward five minute talk upfront beats the hour long cleanup every time. How do you all handle scope creep without making clients feel like you are nickel and diming them?
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