We are a small but fast growing practice with clients using a range of record keeping methods ranging from the good old shoe box to software such as Xero and Quickbooks
We have seen a sudden increase in clients using Xero and therefore a big increase in clients needing support in how to use this software. I am struggling to strike the balance between being helpful and spending all day effectively training clients on how to do their own bookkeeping and how to use their software (for free). I can lose hours a week replying to emails or taking calls to talk clients through how to use their software - and while I have reasonalble knowlege on most of them, I'm not a helpdesk I'm an accountant and don't have the detailed knowlege to answer every software question or fix every problem ...
So where do you draw the line, how much "free" support do you offer before you either start charging or send them to their products tech support helpline?