My clients are spread across the +0200 to -0700 timezones. I reside in +0000 (Canary Islands) and I like my personal time-off not being interrupted. Some bullets from my humble wisdom:

* I only take calls on appointment and on agenda. I usually call
the client by dialing directly or RebTel.com or Skype Out (with a
wireless phoneset)
* The incoming line goes directly to an answering machine.
* If a project requires 24/7 support, I arrange that someone takes
care of this (not me). I might be available during a ‘hot’ project phase, though.
* No free consultancy. All calls are being paid for my time (directly within the deal or indirectly, because it will lead to
some sort of sale (I wouldn’t discuss other matters)).
* I usually got all my clients to stick to written communication for the most part, since I produce ‘top material’, there are not much questions left. And I benefited from long term clients.

** Anyway I’ll changing towards more standardized products away from ‘custom consulting’ in 2008. I used to travel to see my clients in person at least twice a year. But I don’t want to travel for business so much anymore. Want to travel more with my wife.

** I really should and will get into Webinars.

John.
Successful 2008 for everybody.

As far as sketchy connections, I’m often facing dialup at 26.4kbps – I live in the rural backwoods of Quebec, so high speed connections are considered luxury items around here. I’m good at home and can rip along, but when I’m elsewhere… drraaaggg…

Thanks for that link to the clock service. That’s very handy.

SkypeOut is cheap enough for me to offer to call clients. It’s a nice touch that they don’t have to make the call for an initial consultation or subsequent calls.

I’ve tried Skype video a couple of times, and have quickly given up and gone back to typing messages.

Great tips. I use a USB headset for my Skype meetings but I have to admit that I also prefer to be on a wireless so that I can walk around.

I have found that webinars can be extremely effective as well, when applicable of course.

By the way, are you back in Canada now? I’m in Toronto, born and raised.

James, getting the most out of phone calls would make for an interesting blog post. At a quick glance I didn’t notice one like that on your blog.

I hope you both have a great 2008.

Hands-free headsets sound good. I guess the issue isn’t really about phone calls per se, but getting the *most* out of phone calls and a show of respect and common courtesy for those who do prefer voice over text. Funny how people forget manners.

Thanks for listening, honestly. It’s been one of those topics simmering in my head lol

My calls are charged for similar reasons but mostly because a number of people grilled me for ideas and advice without considering that I charge for consultancy.

I also get a lot of people emailing me asking me to call just giving me their local numbers, sometimes not even saying why or who or where they are. Skype solves those issues because if it is not on you can’t be contacted and there are no telephone number hurdles

Thing is, we *get* why people want to talk to us. What we don’t appreciate are the clients who abuse the privilege badly.

Most of the clients who call me enjoy talking for over an hour – now, I’m all for socializing, but two or three calls in a day completely derails any other work I have to get out. Your tip on setting times BEFORE clients call is great – never thought of that.

Another issue is availability and time zones. While I tell all my clients I’m located in EST and my availability for calls (like, specific office hours), I have people calling me at 11pm at night, waking me up, or calling at 6am, waking everyone else up in my household. Not cool, people. And these are people that *know* that I’m sleeping!

Not asking if it’s a good time to call is another issue. Many people just pick up the phone and dial. I may be busy. I may be in a meeting. I may be on the road. They get upset when I’m not home, not available, or when they hit my answering machine. A quick, “Hey, can I call,” via email or IM would solve that problem. Sheesh.

Unproductive calls get my back up. Many times, a five-minute phone call can spare someone typing an hour. But when the calls ramble, are unfocused, trip over too many unrelated topics or cover WAY too many topics in one call and then require a bullet point list email to summarize everything, there’s a problem.

As for Skype – okay, Skype is cheap. I get that. But I’m sorry, I don’t enjoy talking to my computer speaking into a microphone. I like to pace when I talk (for some reason, when I sit down I can’t think), and I like the familiarity of a phone (I’m not AGED, but I’ve been using a phone for over 30 years). Landline calls really aren’t that expensive. My phone plan lets me talk to Australia from Canada for an hour for $15. So why do people get upset when I say I don’t Skype?

Phone calls are a problem. They’re time wasters and money wasters when the opportunity is abused. We’ve been considering turning calls into a billable service – one hour free, every other minute charged – to reduce the problems they create.

[end rant - thank you for listening. Feel free to chip in and comment.]