How to Set Healthy Boundaries with Your Clients
Even before I started my own business I observed that client management can make or break your business. “Managing clients” is difficult to implement in the beginning, because in the building and design industry it seems like the more you bend over backwards for a client, the better service you are providing. I have found that quite the opposite is actually true.
I have some incredible clients. We respect each other’s time, they trust me and they are so happy with the end results that we foster. A great relationship is established from the very beginning by managing client expectations. A significant part of that is setting communication expectations and boundaries.
Our Intake system
I have an automated intake system for prospective clients set up through Dubsado. When a new client wants to book an info call session, this is what happens:
They pick a time I’m available in my calendar
They receive an automatic email confirmation
I get an email notification of the info call that’s been scheduled and it automatically gets added to my calendar
Depending on the service(s) they’re looking for, a prospective client is automatically sent a questionnaire that I review before the call.
An hour before our call, the prospective client receives a reminder email
I don’t have any direct contact with prospective clients until their scheduled appointment. This means I can continue producing work for current clients, while also intaking information that will make a call with a prospective client as helpful as possible.
Homeowners or entrepreneurs get a feel for how we work from the very beginning through our intake process. We are using this opportunity to set expectations. When clients work with us, they know that efficiency is one of our main priorities, but we also balance that with meeting their project needs.
Phone Calls
I’ll be completely honest with you, I don’t like when clients or contractors call me every 5 minutes. As someone who attended design school, I work best in focused 3-5 hour stretches without interruptions. I know that is how I serve my clients best because I can produce my best work. So I have set up my business in order to avoid sporadic communication.
We Stick to Our Business Hours
I don’t answer business calls before 9am or after 5pm and guess what, the world still hasn’t ended. I’m very comfortable with stating that I’m an interior architect and designer—I’m not saving lives. Very seldom are there real emergencies in my business. Sure there are things that are more urgent, but our issues aren’t life threatening. If they are, then I’m really not the person to call anyway.
Thorough Project Packages
One of our current interior design projects includes a major kitchen remodel and new flooring throughout the first floor. This project has been in progress for months and the contractor has only called me twice. Why? Because our documentation is thorough and detail-oriented. He doesn’t need to call me, because all of the information is provided in the project binder. In fact, the two calls we had were in reference to delays and deliveries that he was just keeping me up to date on. Good contractors love working with us, because we make their lives easier. As a result we can both keep our client happier.
In general, I check my email at noon and at 4pm. I learned this trick from the 4 Hour Work Week by Timothy Ferris When I’m staring at my inbox all day, I barely get anything done because I’m jumping from task to task on various projects. If a client has an “emergency” they’ll call. But guess what, they almost never do because of our thorough project packages and the next tip below.
We always keep our clients updated on what we’re working on and what to expect next. This means being transparent about project schedules and sending regular updates. You know what’s happening and getting done in your office, but your clients don’t. This is especially important to consider if they’ve never worked with you before.
Setting boundaries is about setting yourself up for success. An ideal client will respect and appreciate that you’ve set up your systems in such a way that they ultimately benefit.
