Scope Management, Risk, and Financial Hygiene

You must protect the firm's margins and the Client’s budgets.

The "Yes, and..." Technique: "Yes, we can help with that audit. However, I know you want to stay under 10 hours/month. This would likely exceed that. How many hours are you comfortable with me using for this?"
GovCon Risk: Unauthorized work is unpaid work. Never proceed on verbal instruction alone.

You are building capacity, not dependency.

SOPs as Deliverables: Your goal is to generally make yourself obsolete in the area of support you are assigned with. Write SOPs (Standard Operating Procedures) in ClickUp Docs and offer to pass it on to them to run on their own when timing is right and the procedure is fully developed. Not only do we help reduce “The Bus Factor”, this is how we create value for our clients and how we continue to justify our billable rates (typically $85-$125 per hour). If we ongoingly charge our billable rates for routine tasks that an admin person could do for $30 an hour, we are not going to keep our job for long. It will become harder for the client to justify the expense. Instead, we typically work on a “continuous improvement” basis where we help to streamline and master one item for the client, train them, and then move onto the next area they need support with.
Internal Shadowing: For Launch Industries' own resilience, ensure your "Teach-Back" sessions document your unique knowledge. For example, if you are the only one on our team who has come to know how to use Intercom to streamline the internal company knowledgebase and SOP, run a workshop on it.