Don’t Hide Behind Policy. Lead With People
Hi All! I took a pause with the Solopreneur Spotlight for
this newsletter because I wanted to allocate my video editing time
to a topic that hit me hard this week:
choosing policy or empathy when dealing with customers.
I've set up a new page with this service called SpeakPipe.
It's essentially internet voice mail without the phone call in the middle. 😂
Just Click the Button Below and Test It Out For Me!
I would love to know what's on your mind.
Have you been let down by a business you used to love?
What was your response?
3 Hot Tips for handling tough client conversations while staying
service-first and honoring your boundaries
Community and connection matter more than ever.
1. Overdue invoice (with a client you love): Lead with care, close with clarity. Example: “Hey Sarah, I've really enjoyed working with you on this project — it's been so fun to see it come to life! Just a quick note: I noticed the last invoice is still pending. Could you confirm when I can expect payment? I'd hate for anything to delay our next steps.”
👉 Warm, personal, but clear — no room for ambiguity.
2. Friend asking for free work: Offer value, not free labor. Example:
“I'm so glad you're starting your brand — that's exciting! I can't do the full project for free (gotta pay those bills 😅), but I'd love to help by reviewing your draft or giving you 3 quick tips to get started. Want that?”
👉 Generous without giving everything — keeps the friendship and your worth intact.
3. Scope creep on revisions: Acknowledge, affirm, then frame the boundary. Example: “I love how invested you are in getting this perfect — that tells me you care, and I'm here for it! That said, since we're now past the 2 rounds of revisions in our agreement I am happy to extend one more round as my gift in order to complete the process, but if you'd like me to keep refining, I've got 1-hour slots available at $X. Want to book one so we can nail it?”
👉 Validates their effort, honors the contract, and opens the door — on your terms.
Referrals are the lifeblood of every small business, including mine!
Do you have a friend who is looking to go into business for themselves?
Is your mom looking to take her jewelry making side hustle to the next level?
Does your brother need new professional photos or a portfolio website for a job search?
You can:
Give them my website: www.StefanieSmall.com
Introduce us over email: sjsmall560@gmail.com
Reach out through LinkedIn: www.linkedin.com/in/stefanie-small
THANK YOU!
