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Do you bend your service model for special clients? In this CAS Minute episode, Roman Villard unpacks the delicate balance between scalable services and strategic client customization. Learn how to spot valuable custom work, when it becomes scope creep, and how to build a smart R&D loop inside your firm.

⏱️ Chapters

00:00 – Intro: Should You Break Your Model for the Right Client?

00:20 – Customization vs. Scope Creep: Defining the Risk

01:11 – Scalability vs. Relationship: Designing Strategic Custom Services

02:27 – How to Evaluate a Custom Request (Impact + Reuse Potential)

05:13 – Avoid Hero Work: Don’t Let Customization Rely on One Person

06:02 – Train Teams on Saying “No” and Redirecting Wisely

✅ Key Takeaways

• Design for Customization: Don’t avoid it—plan for it. Productize what gets repeated.
• R&D Loop: Use special requests to test scalable offerings.
• Say Yes Selectively: If it strengthens the relationship or creates future leverage.
• Structure the Exceptions: Build scope, pricing, and team training around custom work.
• Consistency is Culture: Ad hoc treatment of clients erodes internal clarity.

📢 Want to grow your CAS firm without drowning in one-off requests?

Learn how to intelligently build for both scale and strategic value — and set your firm apart.

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Full Send | Accounting & Data

LinkedIn: Roman Villard, CPA
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