ATSMAN wrote:Just put yourself in the client's place and think how you want to be treated after being a client for 10 years without any issues. There is your answer!
I live in a small town (a very wealthy one, though). I do not expect my lawyer(s) to not bill me if I ask a question, especially one that requires greater effort on his part than "yes" or "no" based on existing knowledge. He occasionally throws me a bone but I never expect it. Nearly all of my clients are the same way, though I also bill sufficient fees for other services that I can afford and am willing to throw some "free" time their way.
Yes, it is always a matter of professional judgment. I think long term with clients (particularly small businesses with significant growth potential), so I avoid billing them for every minute like most other firms do. But, that is still not good enough for some clients, and so eventually they end up getting the boot or moving on at their own will.
Clients and other CPAs would hate to know much I make based on how little I actually work (never exceeding 40 hours, even in "tax season," average week is realistically 25-30 hours with a bunch of wasted time in the mix). There are many factors at play; I become friends with some of my clients, and accordingly, give them a bit more leeway but never too much to allow them to expect things except a high level of personalized service and responsiveness. I also tend to establish contract fees that end up being favorable for both parties--some months I do nothing and still get paid, others require a bit more work. So yes, I can absolutely afford to give some time away, but I also keep it within reason so it is not abused.