Declining without refusing.
THE SITUATION
A client asks for something outside what they pay for.
Usually reasonable from their perspective, because nobody told them the boundary.
THE RESPONSE THAT WORKS
"Happy to do that. It falls outside the maintenance plan, so it would be X. Shall I go ahead?"
Positive, clear, and it puts the decision with them.
WHY THIS WORKS
It does not refuse. It prices.
Most clients agree, and those who do not have chosen not to rather than been declined.
WHAT NOT TO SAY
"That is not included." Accurate and unhelpful. "I suppose I could." Which establishes that it is free.
FOR SMALL REQUESTS
A stated allowance in the maintenance plan covers these, and makes the plan feel generous.
Beyond the allowance, quote.
FOR REPEATED REQUESTS
If the same client repeatedly asks for extras, they need a larger plan.
Propose it: "You are asking for about two hours a month. The next tier includes that and would cost less than the individual charges."
THE UNDERLYING PRINCIPLE
Never do substantial work free without saying it was free.
