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Escalate to leadership for guidance, regardless of contractual hours:
1. Don’t let anybody talk to you like that (disrespect), it’s that simple.
2. You’re right, you’re flexible but you’re not 24/7 customer service.
This is correct
Is this a time zone thing? If you are west coast and the client is east coast..then in some contracts the expectation is that you will work the clients hours. You will have to check with your leadership on expectations and how to navigate. Now if you both are in the same time zone and the client regularly puts meetings out of schduled working hours, then it is a bigger issue. Ad hoc meetings for ciritcal issues are ok but not for non-urgent things.
Bowl Leader
Yep, even if not in the contract its understood you work client hours at minimum. Heck some firms even dictate how we dress based on how the client dresses (always a step up from their atire)
I agree with everyone's approaches above. I also suggest working until 5-6pm that same day. Bill that 12 hours. Once they see 60hrs billed they'll re-think their approach to you.
Bowl Leader
I’ve done this myself when they asked me to work the weekends. I said okay, but those hours are all billable. They quickly decided to save my hours for the weekday.
I would let them know exactly what 24/7 support would cost and have someone in sales follow up.