I work at an agency that prides itself on doing the right thing and partnering with clients to figure out a problem.

We have a client that is typically less-than-engaged but on a retainer. When she's eager and engaged, she takes up a lot of time... a lot of time that takes away from others in her org.

Is it typical to credit a client on retainer for unused hours i.e. work more because they were unresponsive.

I understand the principle, but it makes it hard to service other clients.

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As a former client like this we did not expect credits for unused hours. the retainer is in place to hold the agency time so my disorganized company could call when ever we were ready. (I hated the model as a client because it was poor planning on my part and creative teams get disengaged when they sit idle

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Oh just to be clear I mean the way my org as a client managed work was frustrating. I think it was totally fair for the agency to bill us.

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