向客户收取非常小的零钱
在 Stackoverflow 上搜索并写下这个问题比我刚才为客户所做的更改花费了更多时间，但无论如何我都会问。
我收到客户发来的一封电子邮件，要求我从他们的索引页中删除 2 张贸易协会图片。从我收到电子邮件、下载页面、删除行、上传文件，这可能花了我 3 分钟。
这次收费吗？多少？您是否记录它们，然后当它们达到 15 或 30 分钟时发送账单？如果需要3个月才能积累怎么办？
Searching on Stackoverflow and writing this question has taken more time than the change I just made for my client just now, but I'll ask anyway.
I got an email from a client asking me to remove 2 trade association images from their index page. From the time I received the email, downloaded the page, deleted the lines, and uploaded the file, this probably took me 3 minutes.
Do you charge for this time? How much? Do you log them and then when they reach 15 or 30 minutes, send a bill? What if that takes 3 months to accumulate?
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我目前是一名项目经理；然而，我最初是一名 FORTRAN 和 Clipper 开发人员，并经营自己的生意。微小的变化是我们生存的祸根。
让我从一个问题开始。您一天可以进行多少次 15 分钟的小改变？有趣的是，如果你注意你的一天，它不会是每 8 小时一天 32 次。会更像8！你和我一样，会坐在那里想知道另外 6 个小时都去哪儿了。像我一样，典型的软件开发人员只考虑编码时间。
进入软件开发生命周期。实际上，有开发前的前置任务，有开发后的完成任务，还有从项目开始时开始并在项目结束时完成的永久任务。总之，执行这些其他任务所需的时间大约是实际软件开发时间的三倍。这些其他任务是需求、分析、设计、测试（U、I、S、A）、管理和一些 QA。
即使作为一个人，除了实际的代码更改之外，您还将执行所有这些操作。您很可能很难区分各个组成部分。看起来这只是完成工作的一部分。相信我，如果你不做这些事情，你将不会继续得到太多工作。需求和验收测试是重要的客户界面，但可能只是一个电话。由于您对系统和用户体验很熟悉，分析和设计可能会与编码一起快速流动，但您仍然在这样做。我敢打赌，如果您至少在本地查看代码，然后在安装到客户环境中后再次查看，则永远不会将更改推回原处。完整的生命周期。
毕竟，在回答你的问题时，虽然看起来变化很小，但你应该注意一天可以管理其中的多少。一旦您意识到真正需要的时间，您可能会更放心地按至少一小时计费并且更定期地计费，这样客户就不会忘记工作。感知是唯一的现实，密切管理它。
I am currently a project manager; however I started out as a FORTRAN and Clipper developer, and ran my own business. Small changes are the bane of our existence.
Let me start with a question. How many small 15 minute changes can you perform in a day? Interestingly if you pay attention to your day it will not be 32 per 8 hr day. It will be more like 8! And you, like me, will sit there and wonder where the other 6 hours went. Like me, a typical software developer only thinks in terms of coding time.
Enter the software development life cycle. In reality, there are lead in tasks before development, there are completion tasks after development and there are perpetual tasks that start at the beginning of the project and complete at the end. In all, these other tasks take about three times as long to perform as the actual software development bit. These other tasks are Requirements, Analysis, Design, Testing (U,I,S,A), Management and some QA.
Even as a one man outfit you will perform all of these things in addition to the actual code change. You will most likely have difficulty distinguishing the component parts. It will seem like it is just part of getting the job done. Trust me if you don’t do these things you won’t continue to get much work. Requirements and Acceptance testing are vital customer interfaces but may only be a phone call. Analysis and Design may flow very quickly together with coding as you are intimate with the system and the user experience but, you are still doing it. I bet you never push a change back out without at least viewing the code locally and then again once installed in the customer environment. Full life cycle.
After all this, and in answer to your question, while it seems like the change is quite small you should pay attention to how many of these can be managed in one day. Once you realise the time it really takes you might feel more comfortable billing for an hour minimum and billing more regularly so the customer does not forget about the work. Perception is the only reality, manage it closely.
维护合同（或任何合同）的条款是什么？
What are the terms of the maintenance contract (or whatever contract)?
通常，您应该按照您认为合理的最小时间单位进行收费。
回到法国（是的，我是法国人），一家普通的 IT 服务公司会为此收取 1 小时的工作费用......客户必须小心，如果这是他们第一次这样做，不要一遍又一遍地要求你做一些小的改变。或许可以放手。
Normally you should charge the minimum unit of time you think it's fair to charge.
Back in France (yeah I am French) a normal IT service company would charge 1 hour of work for this.... The client have to be careful not to ask small changes over and over after if it's the first time they do that you can probably let it go.
如果您正处于与客户的“加速”模式并且需要积累一些善意，也许最好免费这样做，作为善意的姿态。 （因为只花了你 3 分钟的时间）。
另一方面，如果客户持续为您提供大量业务，您也会时不时地赠送免费赠品:-)
更严重的是，您可能需要最终根据以下因素预先对项目本身进行分类：它涉及的时间/精力/成本。我参与过一些项目，这些项目根据之前商定的涉及工时/成本的标准被归类为“小改动”。然后，很容易让客户将非常微小的更改捆绑到一个捆绑包中，并将其作为“小更改”项目提供给您。
If you are on a "ramp-up" mode with the client and need to accumulate some goodwill, perhaps its best to do it free of charge as a goodwill gesture. (since it took just 3 min of your time).
On the flip side, if it is a client that gives you loads of business consistently, you'd want to give away a freebie now and then as well :-)
More seriously, you may need to eventually classify the project itself upfront based on the time/effort/cost it involves. I have worked on some projects which are classified as "Small changes" based on a previously agreed set of criteria involving man-hour/cost. Then it is easy to get the customer to bundle up the verry tiny changes into one bundle and give it to you as a "Small Changes" project.
这让我想起了一个古老的故事，一位铁路专家被请来，因为无论工程师做什么，全新的内燃机车都无法启动。经过短暂的研究后，专家用锤子轻轻敲击机车。它马上就开始了。当铁路公司收到专家 1000 美元的账单时，他们要求他逐项列出。回复来了：
用锤子敲击机车：10 美元
知道在哪里敲击它：990 美元
This reminds me of the old story about a railroad expert who was called in because a brand-new diesel locomotive would not start, no matter what the engineer did. After a short time studying the situation, the expert gave the locomotive a light tap with a hammer. It started right up. When the railroad received the expert's bill for $1,000, they asked him to itemize it. The reply came:
Hitting the locomotive with hammer: $10
Knowing where to hit it: $990
你付出的可能比你想象的要多。
有趣的是，我在查看我的即时消息、电子邮件和电话日志后就读到了你的问题，以便将我所做的事情与我的账单进行比较。这个月，我再次以 3 - 5 分钟的增量赠送了近 20 个计费小时。
罪魁祸首：
您会惊讶这些问题如何迅速地累积成有形的赤字与您实际账单相比。
我所做的是仅以 15 分钟为增量开始计费。虽然在实践中快速改变只需要几分钟，但它确实涉及一个破坏性的过程。 15 分钟足以让我完成任务，或回答问题..或回复电子邮件，然后回到我正在做的事情。
我并不是说您应该对每件小事收费，但我会经常收费。从长远来看，这对您的客户有帮助，因为他们（应该）开始更好地将更改组合到需要一个小时或更长时间的较长列表中。
有趣的是，我最大的罪魁祸首竟然是即时消息。就这一点而言，Skype 是一个非常非常邪恶的小盒子。
You may be giving away more than you think.
Its interesting that I read your question just after going through my IM, e-mail and phone logs for the purposes of comparing what I do to what I bill. Once again, this month, I've given away almost 20 billable hours in 3 - 5 minute increments.
The culprits:
You would be amazed at how quickly these mount up into a tangible deficit when compared to what you actually bill.
What I have done is begin billing only in 15 minute increments. While a quick change only takes a few minutes in practice, it does involve a disruptive process. 15 minutes is enough for me to complete the task, or answer the question .. or reply to the e-mail and then get back to what I was doing.
I'm not saying that you should charge for every little thing, but I'd charge more often than not. This helps your client in the long run, as they (should) start getting a little better at combining changes into longer lists that consume an hour or more.
Interestingly, my biggest culprit turned out to be instant messages. Skype is an evil, evil little box when it comes to that.
我的工作是尽可能准确地记录做任何事情所花费的所有时间，我的经理的工作是对其进行计费。
Its my job to record all time spent doing anything as accurately as possible, its my managers job to bill it.
您经常与该客户合作吗？如果是这样，您也许可以将其折叠到下一张账单中。
如果不是，我认为你应该向他们收取最低费用（比如一个工作小时），或者根本不向他们收费。
Do you frequently work with this client? If so, you can maybe fold it into the next bill.
If not I think you should either charge them a minimum amount (say one work hour), or just not charge them at all.