"My Client Wanted Extra Work (With No Pay) After I Arrived... What Now?"
This video is from a recent Q&A session from a talk I did about the business of show business for a group of entertainers. This audience member essentially asked what he should have done in a situation where he arrived at an event, and was asked to perform services beyond what was discussed on the phone. Extra TIME was not requested, just extra SERVICES which would not incur the performer any out-of-pocket expenses. He also asked how to handle this client in the future, and what to do about future clients who may hear that he's performed higher level services for the original client for no additional pay.
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Ultimately, for the original event, it will come down to what is in your contract. Your contract should detail exactly what scope of work is to be performed, and you are only bound to performing the services detailed in your contract.
The above said, my response to him, as seen in the video, is to perform the extra services (within reason), as long as it costs me nothing and I'm physically able to do it within the original timeframe that I was already scheduled for. Should this client contact me again, I would inform them that I did additional work at no charge for them last time, but they should have informed me in advance of the extra work that they needed, because I charge additional fees for additional work. I would then inform the client that they would need to pay my full fee for all the work they need performed in the future.
As far as handling a different client who heard that you performed these extra services and is demanding the same, they have no right to do this. I would tell this other client that the original client sprung the extra work on you without notice after you arrived at the event, and you performed it because you did not want to create an incident and ruin their event. I would then inform this client that they -and the original client- would be required to disclose all work that needs to be performed, and that you would be charging your normal rates for these services.
To be clear: I do NOT recommend working additional time beyond what you are being paid for. The only time I would do this is if I was getting face-to-face time with a VIP decision maker for the company, and it was helping me to foster a relationship with the client.
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