Most disputes about delivery are really disputes about definition. A careful social media service catalog removes that by stating exactly what each offer includes, excludes and depends on, in language a customer reads the same way you do.
Define, then price
Vague names invite assumptions. "Content package" tells a customer nothing about how many items, in which formats, with how many revisions. Writing the definition first frequently reveals that two people on the same team held different pictures of the same offer.
Write exclusions explicitly. Customers infer that anything not excluded is included, and the awkward conversations almost always concern something nobody thought to mention because it seemed obvious internally.
What each entry needs
- A plain name a customer would understand without explanation.
- What is delivered, in countable terms.
- What is explicitly not included.
- What you need from the customer before starting.
- Typical turnaround, stated as typical rather than guaranteed.
- Revision policy.
- Any limits or conditions that apply.
Stating dependencies is what protects turnaround. Most delays are caused by something outstanding on the customer's side, and naming those upfront makes that a shared understanding rather than a later excuse.
Keep it honest and current
Describe what you reliably deliver rather than the best case. A catalogue written optimistically produces a permanent gap between expectation and reality, and every delivery is then judged against a promise that was never realistic.
Review it whenever delivery changes. A catalogue describing something you no longer offer, or omitting something you now do, generates enquiries that waste time on both sides. Order handling sits in the order management workflow, and quality checks in the quality assurance checklist.
Common questions
How many services should be offered?
Those you deliver well. A long list mostly creates enquiries for things you would rather not take on.
Should prices be published?
A range or starting point filters mismatched enquiries early and saves both sides time.
How specific should definitions be?
Countable where possible. "Several posts" is a dispute waiting to happen.
Should turnaround be guaranteed?
State typical turnaround and the dependencies. Guarantees on work depending on customer input rarely survive.
How often should the catalogue be reviewed?
Twice a year, and whenever an offer changes in practice rather than on paper.
What about custom work?
Have one entry for it that describes the process rather than the deliverable, so expectations are still set. See the services page.
Should the catalogue be public?
A version of it, yes. Customers who can read the definitions before enquiring arrive with far more realistic expectations.
Who should write the definitions?
Whoever delivers the work, reviewed by whoever sells it. Written by sales alone, definitions drift toward what is easiest to promise.