How much do you think the compensation should differ by client? I feel like sometimes the hourly charges don’t account for the stress that comes with specific clients over others. How should that be integrated into the billing hours that agencies charge?

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High-maintenance clients do get a premium. Constant changes or general chaos mean high touch, and we ideally have those clients on a retainer to account for the stress. I’ve never been the direct one to do this, but how do you explain to the client why they are in the “premium” tier? I know the real reasons, just can’t feasibly tell that to the client.

Yes, I feel like it would be really difficult to tell the client that they cost more and are more stressful compared to other clients. Wonder if any agencies have like a tier for this or how it is decided.

I've been under the impression that some agencies routinely bill based on operational friction, which of course is euphemism for the client being a royal pain. Sometimes billing should be done based on output, so if a client wants a few versions of something they get charged for them. There also has to be provisions for false emergencies, when a client wants something done immediately.

Haha! Agree with you that billing should be based on output. Wonder if this will ever become a practice.

it should be at least reflected in bonus for each job

Ooh that would be interesting! Like dependent on whichever client you have, your bonus could be higher or lower.

Sounds like that makes more work due to putting out fires and client meetings which should be billed if you’re not on fixed fee contract.

Yes!! Exactly

Client stress absolutely belongs in the rate — most agencies just don't have the framework to charge for it explicitly. The cleanest way to build it in: tier your clients by complexity, not just scope. High-maintenance clients (frequent revisions, unclear briefs, slow approvals, after-hours Slacks) should carry a 20–30% premium baked into the retainer, not absorbed silently into your margin. Some agencies call it a "complexity fee," others just set a higher base and don't explain it. The mistake is quoting the same hourly across all clients and then resenting the difficult ones. Scope of work should reflect deliverables; rate should reflect who you're delivering for. Has anyone actually built a tiered pricing model around client behavior — and did it change which clients you attract?

Yes! I feel like it is really nuanced and hard to measure how stressed out team members are, to incorporate that into billing. Also agree about the resentment that builds up from clients overusing the team and demanding tasks that are hard to complete

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