Ep 43: What Over-Servicing Really Means

You’ve heard the term over-servicing before. It usually sounds like a client problem. Or an agency problem. Or something no one wants to name out loud.In this episode, Sarah is joined by Steve DePuys, Director of Client Services and Strategy at StringCan, to unpack what over-servicing actually means — and why it quietly erodes revenue, margins, momentum, and trust on both sides of the relationship. What starts as “just helping” often turns into blurred scope, inflated hours, missed expectations, and teams doing more work for less impact.This conversation pulls back the curtain on the invisible work clients never see, the human instincts that drive scope creep, and why stronger boundaries don’t damage relationships, they strengthen them.In this episode, you’ll learn: What over-servicing really is (and why it’s rarely intentional) How scope, budget, and schedule drift create hidden revenue leaksWhy “doing a quick favor” often costs more than anyone realizes How AI, innovation, and skill gaps complicate modern service agreements Why stronger client boundaries lead to stronger client relationshipsIf you run a service-based business, manage clients, or work with partners who bill for expertise, this episode will help you spot the silent leaks, reset expectations, and build healthier, more sustainable working relationships, without sacrificing trust or results.Contact Us:Email: [email protected]: www.stringcaninteractive.comReach out to the hosts on LinkedIn:Jay Feitlinger: https://www.linkedin.com/in/jayfeitlinger/Sarah Shepard: https://www.linkedin.com/in/sarahshepardcoo/Buy the Revenue Rewired book: https://www.amazon.com/Revenue-Rewired-Identify-Leaks-Costing-ebook/dp/B0FST7JCXQ