Hello fellow webmasters,
First I want to give a bit of background. I work both locally and long distance with clients and do everything from sales consultation to the actual design and implementation of websites myself. I have to micro-manage my time to be efficient, but lately I have an issue that has really only become an issue due to my workload increasing. Paid work is of course what I want and I am happy that I am getting more of that, but I feel that a big reason for this is how I obtain clients. I work hard to really assess goals and look out for my client's best interest. However, in doing so I end up explaining alot and helping clients with everything from marketing to content writing on the sites I build for them. They look to me for help and I try to give it to them as fast as possible so my whole day isn't spent on the phone giving tutorials and teaching them marketing.
With all of that said, I have tried typing up detailed tutorials for content editing on the CMS I've made for them and have even made screencasts, but I still get the phone call with "how do I"? I've tried limiting the relationship to email only and find that it leads to frustration on both ends. So of course a phone call that should only take a couple of minutes to go over how to enter an article turns into 30 mins. to an hour of Q&A.
My questions is mainly, how do I draw the line? How do I make the transition from sales consultation to consultant without offending them? I am happy that my clients look to me for help, but not happy about helping for free. Maybe I need to grow some cajones?!
If you have any advice, I would love to hear it because I am really struggling with this issue right now. Thanks!