Some clients will try and use you as more than just their Growth Coach. They will want you to be their business manager, marriage counselor, financial consultant, etc. If you have someone making requests that are outside of the scope of services we would typically provide you can try:
If there are things you’d like to start charging time for or not doing at all, that lay outside the scope of what we provide or are becoming a time suck, you can always give people a warning - “Sure! No problem, I can get that taken care of for you. Just a head’s up this is something we would usually provide a quote for (or don’t do at all), so if this is something I can help with in the future just let me know and I’ll let you know what it would cost.” Or if it’s not something we want to do at all, you can suggest they find another agency or solution.
“Sure! No problem; I’d be happy to help with that. It’s outside of the scope of what is included with the Marketing, so let me look into it and get you a quote.”
If a client is requesting something that shouldn’t or can’t be done, try to provide an alternate solution instead of just flat-out saying no. Get at the core of what they are trying to do and address that concern if you can. For example: “Instead of putting that offer in the header, let’s create a homepage slider and category banners for the categories where that offer is applicable. This will give us better visibility in the right places than putting it in the header and keeps your header simple.” Turn your negatives into positives! List the benefits of the solution you are proposing.
There should be a balance between providing great service and going so above & beyond that the account is not profitable for us. There is always more required at the beginning of an account’s life cycle - but the amount of time required over time should decrease.
