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…
The skinny
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