Setting Boundaries with Clients
I have found that there are typically two types of business owners - those that feel the need to always be “on” and those that use their position to set boundaries with their clients.
In a previous job, my co-workers and I were expected to be available at all hours of the day and even occasionally on weekends. Our constant availability was considered part of the “white glove” service promised to our clients. And with that promise came an influx of edits, meetings, and last-minute projects. By being constantly available and refusing to say “no” to client demands, we essentially became no more than order takers.
Once I left that job and started freelancing, I vowed to never let my fear of losing be paramount to my well-being. However, I also wanted to be a respected, reputable, and successful business owner who provided an incredible client experience. I knew there had to be a middle ground where I wasn’t always sacrificing my time to my client's every whim but still providing them with a 5-star service.
So, I started small: no email responses after 5pm (unless it was regarding a deadline I had previously promised and was on the verge of missing…which has yet to happen). Some people who go this route prefer to have a disclaimer in their email signature or an automatic email response letting their clients know they will respond the next day. For me, I just silently made it a habit. No matter how hard it was to not reply after 5pm, I kept telling myself, “there is nothing so important that it cannot wait until tomorrow.” And when that wouldn’t totally convince me, this always would: “Once you reply after hours, there will be no going back.” I will have set an expectation moving forward that I will always be available after 5pm.
Then, once I realized it was a system that worked for me, I added language around my availability to my consultation calls and proposal decks. Before any client begins working with me, I am clear that I take communication Monday through Friday between 9am-5pm very seriously. Outside of that timeframe, I will be unavailable.
And let me tell you - almost 100% of the time, my client’s reaction is relief. They realize this also gives them the “permission” to not write emails after 5pm! And when I tell them that this allows me to put more time and effort into the services they are paying me for, they are more than happy to respect my business hours.
I could talk about this topic forever - I am very passionate about respectful client relationships. But if you’re struggling to have better boundaries with your clients, here are some tips I would recommend starting out with:
Be upfront with them from the beginning about when they can expect responses from you - especially before any contracts are signed.
Communicate to them that this boundary does not mean you are not working on their project - it just means that you have set times for when you are available for communication.
Add an automatic email response every day after 5pm (or whatever time you decide works for you!). This can help make it feel like you are not just ignoring emails that come through. But remember - not every email needs an automatic response! We’re not saving lives here, people!
Go above and beyond in your deliverables and client experience during your set hours. Give your clients 100% of your attention and make sure they feel heard. If the end result is amazing, there will be very little for your client to worry about!
I hope you find this helpful, and if there are any tips you have for setting boundaries with clients, I would love to hear them!