The true cost of “Can you just…” and why paying for creative services matters

We all know the type. The client who “loves your work”, raves about the results, and promises payment is “on the way” … until it isn’t. Or the one who vanishes off the face of the earth as soon as the invoice lands.

For those of us in the creative industries – PRs, graphic designers, copywriters, photographers, web developers – this isn’t rare. It’s routine.

And let’s be clear: it’s not “a misunderstanding” or “a cashflow issue”. It’s a culture of disrespect for professional services that leaves small businesses out of pocket and undervalued.

Because when a business doesn’t pay for services rendered, here’s what they’re really saying:

• Your time isn’t valuable.
  Behind every press release, brand identity, Instagram carousel, or campaign shoot are hours – days – of expertise, brainstorming, and execution. This isn’t a hobby. It’s a profession that takes years to hone.
• Your team’s effort is invisible.
  When payment is delayed or withheld, it’s not just numbers on a spreadsheet. It directly impacts the people delivering the work – the late nights, the weekends, the care poured into making your brand shine.
• They don’t value partnerships.
  Healthy client-agency relationships are built on trust and mutual respect. When payment becomes a battle, that trust erodes fast.

At Satsuma, we’ve had two such experiences in the past year alone. Two clients who raved about our work – transformational campaigns, record-breaking results – but never settled up. No apology. No negotiation. Just silence.

Do we name and shame them? We’ve been tempted and in one case, I admit to warning off other agencies and freelancers who have considered working with the individual in question.

But there’s a bigger question here:

Why is the small claims court process so difficult for small businesses?

Chasing unpaid invoices takes time, money and energy that creative professionals should be spending on their craft – not on paperwork and legal fees. For many, it’s simply not worth pursuing. And that’s precisely why some clients get away with it.

In creative industries, we’re particularly vulnerable because our work often looks “effortless.” A beautiful logo, a snappy headline, a viral video – people don’t see the countless iterations behind them.

There’s a dangerous perception that “it’s just words” or “just a quick design tweak”. But what clients forget is that creativity is labour. It requires skill, time, and experience – just like any other professional service.

So how do we protect small businesses from this behaviour?

• Should agencies insist on upfront deposits for all work?
• Do we lobby for faster, fairer payment dispute processes?
• Do we need more public accountability for serial offenders?

One thing’s for certain: if a business wouldn’t dream of leaving their accountant, solicitor, or plumber unpaid, they shouldn’t think it’s OK to ghost their PR agency or designer.

At Satsuma, we believe in fair, transparent working relationships. We give 110% to every client – and in return, we expect what was agreed. Not as a bonus. As the baseline.

It’s not about being difficult. It’s about being professional.

Because when we all value what we bring to the table, everybody wins.