Walter, I think what’s missing is the type of project and how you’re billing the client. In my experience the Customer is NOT always right. I’ve spent the better part of 20 years working from boutique to very large production/post production houses as an editor/senior editor. Every single one of those houses went under . . . in many cases it was because they throught the Customer was always right.
If you’re billing hourly or daily and provided the client an estimate then certainly if you can do the changes, no problem, they’re paying for it. I’ve worked for some companies that made the mistake of bidding some jobs flat fee! One week jobs became six too often or the last day or two of a project meant 24/48 hour day burning out the personal needed for tomorrow’s job.
Some examples:
Edit to the approved script with scratch voice over only to find on they changed the entire script and all the graphics had to be redone to a new “final” script with new scratch track. You do everything the client needs. The final VO comes it and it apparently is yet another script apparently changed while the VO was being done. The deadline is(was) today but it’ll take until tomorrow if the entire teams kills themselves through the night. Oh and the entire post team is supposed to start work on another project tomorrow since you thought the project would be done today.
Client has a deadline as part of the project and contract and agrees to the number of shoot and edit days. Since the job isn’t every day the contract calls for 48 hour notice of the days needed to edit. Suddenly the project MUST be done a week earlier and you’ve already booked part of the time with two other clients who have short jobs with tight deadlines because the first client did not contact you.
A HUGE client often books 1/3 to 1/2 the facility every day. Many of the post sessions often require more gear and personal as they make changes throughout each job. Each time it’s taking away resources for other jobs. The Huge client is also falling behind months in their payments. They’re paying and it’s big bucks but they are slow and getting slower. Mean time the facility is taking on fewer jobs because of the equipment and personal that keeps getting tied to this client’s jobs.
If the client is paying enough that they “own” the facility (or a piece of it) for the time of the job then yes your team stand ready because they’re being paid to wait as well as work then sure that urgent change is part of the deal for a client like that.
Like any service industry, behind each client being served is another waiting in line (or already being served in another room). If the client you’re surving is tying you in knots (and not paying for the extra work) and those behind them start walking away, your business is doomed.
Service is always at a price and you’ve got to set that price. If serving one client because they need everything changed last minute impacts your other clients, you MUST draw a line.
IMHO The client agrees to a schedule and a budget. That includes some time for changes. You can do your best to accomodate them if things change but you need to be able to service your other clients too.