Zoho Consulting Services, Priced: Hourly, Fixed and Retainer, and What Each One Makes the Consultant Optimize For.
Updated: 2 days ago
Every Zoho consultant charges one of three ways: by the hour, by the scope, or by the month. Buyers compare the rates. The rates are the least important part. What matters is what each model pays the consultant to optimize for, because whatever a consultant is paid for is what they will, with the best will in the world, do more of.
This is the three models as we see them from the inside, what each one rewards, where each one belongs, and the way we price our own work and why. It is written for someone who has decided they need a consultant and is now reading proposals.
Hourly: paying for time.
Hourly is the simplest model and the most common for smaller Zoho work. A rate, a rough estimate of hours, an invoice each month for the hours used. It is transparent, it is flexible, and it puts every risk on you.
What it pays the consultant to optimize for is hours. Not dishonestly; an hourly consultant who works fast and finishes early is paid less than one who does not, and over years that shapes a practice. Hourly consultants are careful, thorough, and slow to say that a piece of work is not worth doing, because saying so costs them the work. Scope creep is not a problem for them; it is revenue. When you change your mind, the meter runs, and you were always going to change your mind.
Where hourly belongs: discovery, when nobody yet knows what the work is; small changes to a system that is already built; and any situation where the unknowns are genuinely the client's, such as a data set nobody has looked at. Where it does not belong: the build. An implementation on hourly is a project whose price is decided by whichever party is worse at estimating, and that is usually the client.
Fixed: paying for a scope.
Fixed price is a number for a defined scope, agreed before the work starts. It is the model buyers prefer and the one consultants are wariest of, because it moves the risk of the estimate from the client to the consultant.
What it pays the consultant to optimize for is finishing. A fixed-price consultant who is efficient keeps the difference; one who is not eats it. That is the right incentive for a build, and it has two side effects a buyer should know about. The first is that scope becomes a negotiation, because everything outside the document is a change order, and a consultant who has under-estimated will find the edges of the document quickly. The second is that a consultant who cannot estimate will either pad the price to cover their fear or go quiet in month three when the padding runs out.
The cure for both is the quality of the scope and the honesty of the estimate. We wrote about how we estimate so that a fixed price is a guarantee rather than a bet: the work is broken into pieces small enough to be estimated by the person who will do them, the estimate is built up from those, and the scope document names what is out as carefully as what is in. A fixed price on a vague scope is hourly with extra steps.
Where fixed belongs: the build, once discovery has produced a scope that both sides can point at. Where it does not belong: anything nobody has looked at yet, and anything that is meant to change as the business learns, which is most of what happens after go-live.
Retainer: paying for availability.
A retainer is a monthly fee for a consultant's time, capacity or attention. It is the model for the period after the build, when the system is live and the business keeps changing, and it is the model most often done badly.
What it pays the consultant to optimize for is the renewal. That can be good: a retained consultant wants the system to keep working and the client to keep seeing value, so they fix small things before they become large. It can also be bad: a retainer with no plan is a fee for being on call, and a consultant on call optimizes for being needed. Systems on a planless retainer accumulate small fixes and never get the structural change that would remove the need for them, because the structural change is not what the retainer pays for.
The cure is a plan. A retainer should carry a written list of what will be done in the next quarter, reviewed monthly, so that the fee buys progress against a plan and not just a phone number. We give every retainer client a project plan for this reason, and we treat a month with no progress against it as our failure, not as a quiet month.
Where a retainer belongs: after go-live, for the ninety days and the year after, when the business is learning what it built and wants to change it. Where it does not belong: as a substitute for a build that should have been scoped and fixed, which is how some consultants turn a six-month implementation into a three-year fee.
How the three fit together.
Here is the shape we recommend, and use. Discovery is short and either free or hourly, because at that point nobody knows the scope and pretending otherwise helps nobody. Ours is a no-risk discovery, a few days long, that ends with a written scope and an estimate. The build is fixed, to that scope, and the estimate is guaranteed: if we got it wrong, that is our cost. After go-live, a retainer with a plan, sized to what the plan says and reviewed monthly, and cancellable when the plan runs out.
The reason for the sequence is accountability. Hourly makes the consultant accountable for showing up. Fixed makes them accountable for the outcome of the build. A retainer with a plan makes them accountable for the outcome after it. The buyer's job is to make sure each phase is on the model that makes the consultant accountable for the thing the buyer actually wants from that phase.
What to ask a consultant about their pricing.
For hourly: what is the estimate, who made it, and what happens when it is exceeded. If the answer to the third is that the meter keeps running, the estimate was decoration.
For fixed: what is out of scope, in writing, and what does a change order cost. If the scope document is a page, the fixed price is a guess.
For a retainer: what is the plan for the next quarter, and what happens to the fee in a month where nothing on the plan gets done. If there is no plan, you are buying a phone number.
For all three: who is accountable for the estimate being right. If the answer is you, the model is hourly whatever the proposal calls it.
If you are still choosing between consultants rather than between models, our guide to choosing a Zoho consulting partner is the companion to this post, and the honest way to find one without trusting a paid list is where to start the search.
The short version.
Hourly pays for time and belongs in discovery and small change. Fixed pays for a scope and belongs in the build, if the scope is real and the estimate is guaranteed. A retainer pays for availability and belongs after go-live, if it carries a plan. The rate is the least important number in the proposal. What the model pays the consultant to optimize for is the whole thing.
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