If you’ve worked with clients for very long, you know the need to set and stick to good boundaries and expectations from the beginning. Without doing that, projects have many more delays, clients get confused and frustrated, you get confused and frustrated, and your relationship with your client can become strained, if not confrontational. Not to mention you’ll likely want to pull your hair out at some point. But you don’t have to experience any of that with a little forethought and planning. We all need a little structure, and our clients are no different. In today’s episode we explore how to go about setting, communicating, and sticking to boundaries and expectations with clients.

 

HIGHLIGHTS:

What Boundaries Should You Have?

• When clients can expect to be able to reach you and/or receive a response from you
• How they should communicate with you (phone, text, email, messenger app, project app, etc.)
• The exact scope of the project
• What you will and won’t do
• How professional or relaxed your relationship can be
• If you work in person - what the protocol is for seeing each other in public

What Expectations Should You Set?

• Level of professionalism, tone, respect
• Response time on your side of the project and on their side of the project
• How to send you files/collateral (mail, email, dropbox, form, etc.)
• A timeline for the project and how they can help keep the project on track (plus what happens when they miss deadlines)
• Payments - how to make them, when they are considered late, what happens if payments are late (late fees, project delays, contract in jeopardy, etc.)
• Meetings - promptness, advance notice for need to reschedule/cancel, policy for no shows or late cancellations (such as no refunds or no show fee)
• How often they can expect to hear from you throughout the project (weekly updates, only if needed, etc.)

How to Share Your Boundaries & Expectations:

• Written in your contract!
• Written in your welcome packet (even if this is electronic)
• Written in your emails and messages throughout the project - reiterate the boundaries and expectations often
• Written in the email confirmation after they schedule a meeting and in all reminder emails
• Verbally in meetings - including your consultation and first meeting
• If possible, visually in picture or graphic form (symbols, flow charts, etc.)