SETTING HEALTHY BOUNDARIES AND EXPECTATIONS IN CLIENT RELATIONSHIPS
BY HEIDI MCIVOR ALLEN
Client relationships are at the heart of success in the business world. Similar to any other kind of relationship, clear communication and boundaries are more than just beneficial: they’re necessary. While setting expectations and boundaries can feel awkward at first, this kind of transparency demonstrates professional leadership, projects self-respect, and ensures your clients receive the best possible service.
Setting expectations at the beginning of a partnership is also important because the practice helps you establish mutual respect, collaboration, and understanding between your business and your clients. At McIvor Marketing, we understand the challenge of balancing your business’s goals with your clients’ needs, so keep reading as we explore some useful tips for setting professional boundaries and healthy expectations in client relationships.
IDENTIFYING YOUR PRIORITIES
DIFFERENT TYPES OF BOUNDARIES
Other professional boundaries to consider include…
Time boundaries: Establish clear working hours and response times for client communications.
Communication boundaries: Set expectations for how and when clients can contact you or your team.
Scope of work boundaries: Take the time to explain your workflow, including how long certain tasks typically take. Clearly define what services are included in your contracts and what constitutes additional billable work.
TIP: A well-written contract is the best way to enforce your boundaries on paper; remember to include clauses that address what happens if either party decides to end the partnership early. This may come in handy in the future if you have a client who continues to push your boundaries.
Financial boundaries: To prevent being overloaded or under-compensated, be clear about your payment terms, late fees, and policies for scope changes or contract amendments. Outline how many rounds of revisions are included in your initial quote and what the process is for requesting additional work.
MAINTAINING YOUR BOUNDARIES AND CLIENT EXPECTATIONS
How you communicate and uphold your boundaries with partners is also important. When communicating your boundaries, use “I” statements to state your needs clearly and authoritatively. The beginning of a client relationship is the best time to set your expectations and boundaries. You can also start by setting soft boundaries, like preferred communication methods or working hours. As you become more comfortable, introduce hard boundaries like stricter deadlines or payment terms.
While you should be consistent in maintaining your boundaries with clients, do be open to feedback when your client voices a concern or particular need outside your scope of responsibility. An attitude of openness may lead to a mutually beneficial compromise and a stronger partnership at the end of the day. When clients understand your working style and limitations, they’re more likely to value your time and expertise and be open to collaboration.
WHEN A CLIENT ASKS FOR TOO MUCH…
Despite your best efforts, there may be times when clients push or cross your boundaries. In these situations, address the issue promptly and professionally. Remind your client of the agreed-upon boundaries and explain why they’re necessary for maintaining a productive working relationship. If a client consistently violates your boundaries, you may need to reconsider continuing the partnership.
Remember, it’s okay to say no to projects or clients that don’t align with your business values or respect your boundaries. Saying no to the wrong projects leaves room for the right ones.
On the other hand, healthy boundaries aren’t about creating rigid rules or distance between you and your clients. They’re about creating a clear, mutual understanding that allows your business and your clients to focus on what they do best. You’ll be able to deliver better results, maintain your sanity, and build long-lasting professional relationships that benefit everyone involved.
BALANCING TRANSPARENCY WITH CLIENT SATISFACTION AT MCIVOR MARKETING
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