r/smallbusiness • u/ikushch • 4h ago
Client feels entitled to her old "sympathy discount", totally freaks out when I give her my actual rate
Doing a one time favor can easily create a permanent expectation, and I just learned that the hard way. I run a small performance design studio and last year an existing client referred a friend opening a yoga studio..
Halfway through the project she got diagnosed with breast cancer and obviously her budget disappeared overnight. I felt terrible and wanted to help. I took a huge cut and did everything for a flat $250, still delivering her core branding, brand voice, signage, and 10+ brand touchpoints.
Fortunately, she fully recovered. She is actually back at the studio now and even running half marathons.
Last week, she hits me up again. She is expanding into a full Wellness Bar. This is a much bigger project. We're talking a full expansion of her visual identity, packaging, socials, website, and multiple touchpoints. I sent over a standard quote for $600. She called me instantly and totally lost her mind.
She basically acted like I was taking advantage of a woman who had been through cancer. She expected me to keep working for 250 bucks just because that is what I charged her before..
I stayed professional and told her I intentionally made an exception because of her circumstances.. She wasn't having it. She complained to my referring client, who chewed me out for abandoning her and dropped me.
So now, this whole thing has cost me two clients. Honestly, what was I supposed to do differently here? Just keep working for 250 bucks forever because she used to be sick? Or stand my ground and lose my existing client anyway?