How do you respond to small client requests?

By Jason Swenk on January 12, 2015

Welcome to Episode #3 of #AskSwenk! If you have a question about growing your agency, send it to me at jasonswenk.com/askswenk.

Q: I have a question about serving clients’ ancillary needs. One of our SEM retainer clients asked about designing a small ad. This is the second request like this they’ve made in a week. We declined to help with the first because the deadline was shorter than we could commit to. In general, this work isn’t particularly profitable (2-4 hour project, make a couple hundred bucks if we’re lucky). Plus, it can distract us from the 40 important project commitments we’ve already made… but I worry about customer service; if we’re not available to do a dinky ad like this, maybe we don’t get asked to do bigger things. We’re far from beating on our clients doors asking about additional needs and the services we could provide to meet those needs. How would you handle this?

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