Tammy Finch

Hello everyone! I am hoping for some feedback regarding website updates and billing. We maintain about 300 websites and include minor updates (under 10 minutes per month) for our hosting customers. I have many clients who call or email "updates" that are not minor such as converting a video for their website, logo design, adding a "few" keywords, etc. how do you let your clients know there is a charge for this type of stuff? I do not want to be rude but do a lot of freebees when people think updates are free. Once I emailed a person back and said, "No problem, this shouldn't take long, probably under an hour. I will send your bill at the end of the month" And he said BILL? For what? His website had been up for over a year and he never asked for update. People take advantage. I'm wondering how others handle this type of problem. I hired a full time person just to do updates on our websites. But it seems a lot of this should be billed and isn't. I know it's my fault but I am wondering how others handle this tactfully with their clients when they get emails and requests for something that obviously is billable hours. Thanks in advance for any help