The Stress Series: Clients
Summary
In this episode of the Tilt Podcast, Joel and Jed discuss the importance of managing client relationships on your own terms. They explore the stress caused by difficult clients and the necessity of setting boundaries to protect personal time. The conversation emphasizes the need for structured systems and clear communication to ensure that business operations run smoothly. A significant focus is placed on the mindset shift required for business owners to confidently enforce these boundaries and processes, ultimately leading to a healthier work-life balance and reduced stress.
Takeaways
Managing client relationships is crucial for reducing stress.
Setting boundaries helps protect personal time.
Clear communication is essential for client expectations.
Establishing systems can streamline business operations.
Don't let clients dictate how you run your business.
A mindset shift is necessary for effective client management.
Losing a client can be a positive outcome.
Confidence in your processes leads to better client relationships.
Stress management is vital for business owners.
Building systems and processes can minimise stress.
Keywords
client relationships, business boundaries, stress management, small business, client communication, work-life balance, systems and processes, business mindset, client expectations, personal time
Chapters
00:00 Managing Client Relationships on Your Terms
05:01 Establishing Boundaries and Systems
10:23 Mindset Shift for Business Owners
Managing Client Relationships on Your Terms: A Guide for Small Business Owners
When you’re running a business, it’s not uncommon to encounter clients who create stress by demanding too much of your time, often outside of work hours, and pushing for immediate responses. Over time, the stress from these demands can build up, impacting your productivity, work-life balance, and even your enjoyment of running a business. In this blog, we’ll explore ways to manage these challenges, establish systems, and build boundaries that keep business on your terms.
Establishing a System to Stay in Control
Managing client expectations starts with setting up systems that define how you interact with clients. When structured thoughtfully, these systems can save you from the stress of unpredictable interruptions and let you stay focused on your priorities. Here are some effective strategies to get started:
1. Limit Email Access: If you frequently receive emails from clients, try not to check them outside work hours. Removing work emails from your phone can significantly reduce distractions and help you set clear boundaries. For example, use an out-of-office reply to notify clients when you’re away or unavailable, directing them to someone else if needed. This small change can reclaim your downtime and prevent burnout.
2. Use a Separate Work Phone: Investing in a separate work phone and switching it off outside of business hours is another way to manage access. This simple step can protect your personal time and give you peace of mind that your clients’ needs won’t intrude on your non-working hours.
3. Voicemail for Trade-Based Businesses: If you’re in a hands-on field, such as trades, have a clear voicemail message that assures clients they can leave a message and you’ll get back to them as soon as possible. This keeps your focus on the job at hand without losing future business.
Building a Service Blueprint
A service blueprint is a tool that can help you map out the roles and responsibilities in your client interactions. It breaks down the process into four key components:
Client’s Role: Identify the client’s responsibilities and clearly communicate what they need to provide to keep the project moving.
Your Visible Actions: Define the steps you’ll take that the client can see, such as providing regular updates or follow-ups.
Behind-the-Scenes Work: Detail the tasks you and your team perform that support the client’s project without directly involving them.
Support Network: Outline additional resources or team members who play a role in delivering the service.
With this blueprint in place, you can communicate a clear process to your client, making it easier for them to know what to expect and how they can contribute to a smooth workflow. It also helps prevent unnecessary interruptions that might otherwise disrupt your schedule.
Setting Boundaries and Communicating Expectations
One of the most significant stress relievers in managing clients is maintaining clear boundaries and enforcing them when needed. Start by outlining expectations from the beginning and be direct if clients overstep.
1. Define Deadlines: For example, if a client needs to provide specific information for a tax return, communicate the deadline clearly. Explain that if they miss the deadline, they risk penalties or delays.
2. Enforce Consequences: If clients don’t respect these boundaries, the natural consequence is a delay in project timelines or additional fees. By placing the responsibility on them, you’re able to maintain your processes without scrambling to accommodate last-minute changes.
3. Be Firm on Communication Hours: Some clients may try to reach you outside of working hours. Make it known that responses will follow within designated work hours. This allows you to be proactive about managing their expectations without sacrificing personal time.
Shifting the Mindset
For many business owners, especially in the early stages, it can feel necessary to bend over backward to keep every client happy. However, setting boundaries actually builds respect and enables you to focus on delivering a higher quality of service. If a client isn’t willing to work within these structures, it may be a signal that the client isn’t a fit, freeing up your time to serve clients who respect your process.
Over time, these strategies will help you manage stress, maintain better work-life balance, and enjoy the business you’ve built.
