You offer a little extra, just to be helpful

This past week, I finally got around to tightening the backend of the business - fixing broken links, streamlining DMs, and getting the content pipeline in order.

It felt like cleaning out the attic. Not flashy work, but necessary. There’s a sense of calm that comes when you know your systems are catching up with your ideas.

That said, managing everything - calls, content, client projects - still feels like juggling swords on a tightrope.

What’s kept me grounded this week is something simple: noticing how many people are willing to ask for help online. And how many are willing to give it.

It reminded me that building in public or building a business - none of it’s easy. But we don’t stop. We just find new energy in each other.

And that brings me to today’s newsletter.

The Quiet Way You Burn Out in Client Work

Let’s talk about one of the most common, but rarely discussed, ways people lose control in the IT services world:

Being too nice.

Kindness is important. It keeps business human. But kindness without boundaries? That’s the quickest way to have your time drained and your profits with it.

And most burnout in service businesses doesn’t start with a fight. It generally starts with a favor.

How Scope Creep Sneaks In

Here’s how it usually goes:

• The project goes live. Everyone’s happy.

• A week later, the client emails about a small bug fix.

• You jump on it - because you’re helpful.

• Then they ask for a quick call. No problem.

• Then a design tweak. “It’s minor.”

You keep saying yes. Because it feels good to help. You want to be the partner who “goes the extra mile.”

But slowly, the dynamic shifts. That one bug fix becomes three. That quick call becomes a weekly sync.

That small tweak turns into a full layout revision. And suddenly, you’re working unpaid hours that were never scoped, never priced, and never agreed upon.

What started as generosity turns into obligation. And worse - you trained the client to expect it.

The Problem Isn’t the Client

Let’s be fair. Most clients aren’t trying to squeeze you dry. They’re not malicious.

They just keep asking - because you never said not to. You never labeled the extras. You never drew the line. So they assume the line doesn’t exist.

And if you let that dynamic run long enough, you end up trapped in a cycle of unpaid extras, blurred expectations, and frustration that you don’t feel allowed to voice.

That’s not sustainable - for you, your team, or your margins.

So What Do You Do Instead?

Let me give you something more useful than just “charge more.”

You build structure. Structure gives you clarity. Clarity gives you leverage. And leverage protects your time, without killing your kindness.

Here’s how I recommend you do it:

1. Define Your Deliverables in Writing

Be specific about what’s included - and what’s not.

“This package includes two support calls per month. Additional calls are billable at $X/hour.”

That one line can save you hours of future negotiation and awkward emails.

Don’t leave things open-ended. Every blank space becomes a negotiation point.

2. Label the Bonuses When You Offer Them

If you choose to go above and beyond, say so.

“I’ve included this one-time bonus feature. It’s not part of ongoing support, just something extra for this phase.”

This helps clients appreciate your effort without expecting it again.

Because once something is done silently, it becomes invisible.

And what’s invisible doesn’t get valued - it gets assumed.

3. Set Expiry Dates on Support

This one’s critical.

You don’t want to be fixing bugs from a six-month-old build when you’re knee-deep in new projects.

“Bug fixes are covered for 30 days post-delivery. After that, maintenance is billed hourly.”

This way you draw boundaries your future self will thank you for.

TL;DR - Boundaries Are Built, Not Assumed

Here's a quick tldr of everything that I covered in today's newsletter

• Burnout doesn’t start with abuse - it starts with one too many favors

• Clients assume things are included unless you say otherwise

• Structure helps preserve both your energy and your goodwill

• Define your deliverables, label your extras, and set expiry dates

• Clarity is compassionate

Final Thought: Kindness Needs a Frame

I know it feels good to say yes. I know you want to be the helpful partner.

But your time is not infinite. Your team has limits. And your business can't grow on a foundation of silent expectations and unpaid hours.

Kindness is a beautiful quality in business. But without structure, it becomes a liability. So build a system that protects it.

Draw the line. Label the gift. And always let the client know when you’re going above and beyond.

They won’t think less of you for it. In fact, they’ll probably respect you more. And more importantly - you’ll respect yourself more too.