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We recently had a client call with a trust question and told him to consult the attorney who drew up the trust documents. The response was, "Well, he charges me every time I call, so I thought I'd call you instead." What does that tell us about our billing practices??? Why do clients call us instead of the IRS (no 2-hour wait time), or the Social Security Administration (might actually require driving over there), or the motor vehicle dept or insurance company (hey, the notice has numbers in it--call the accountant). This week we tried to set company policy about nuisance things we need to spend time on and should charge for, but we all got into the "well, he's old or confused" or " he doesn't have any money" or "he's been a client such a long time." that we ended up with no policy. Just decided to charge when it gets out of hand, but by the time you realize that you don't have records of every 5 and 10 minute phone call for a "quick question." How do others handle this?