Community management is not free

Weekday business hours in one zone is a product. Evenings and weekends are another. Write the window. Outside the window, say what happens: we answer next working day, or we do not answer.

A viral post can blow the window. Decide the surge rule now. A small number of included surge hours, then a call, beats a team that silently works Sunday and resents it.

Hiding spam is quick. Answering questions about a product is the client's knowledge wearing your voice. Price the second one with access to someone who knows the answers.

If you lack the answers, the retainer should say you will escalate, not that you will invent.

Replying well takes a brand voice note and a list of topics you will not touch. Building those is setup work. Put setup in the first invoice or you will do it inside the monthly fee and call the month a loss.

Update the guide when offers change. Old reply macros are how you confirm a dead discount.

Once a quarter, show how many comments and DMs arrived versus the window you sold. If the inbox doubled, the fee or the window changes. Guessing from exhaustion is a bad negotiation.

Keep the numbers dull and true. You do not need a story. You need a reason to reopen scope.