A few weeks ago, I wrote a post about boundaries.
I’ve had some people ask me for more information about boundaries, so I’m adding information here on setting boundaries and dealing with clients.
Boundaries are scary, especially for new freelancers, who are trying to establish relationships with clients and are eager to please everyone.
It would be great if we lived in a world where clients automatically knew and respected our boundaries, but such a world doesn’t exist. Even respectful clients have their own priorities and pressures, and they may inadvertently take advantage of your lack of boundaries.
You don’t want to burn out, and I don’t want you to burn out. So to prevent that, here are some steps you can take to protect yourself.
Determine what boundaries you will not cross. I know an editor who absolutely won’t work on Sundays (her line is “never on Sunday.”) That day is protected and she’ll enforce that with clients because it’s a hard line for her. What are your hard-and-fast “nos”?
Determine which boundaries are worth being flexible on in the right circumstances (usually for a favourite client or for more pay). For example, the editor who won’t work on Sundays might work some Saturdays for a rush project, if the client pays a rush fee.
Set policies around these boundaries. Hold yourself to them, at least until you determine whether they work for you or not. Remember, your boundaries can be somewhat dynamic depending on the circumstances, but the purpose of them is to protect you and enable balance in your work. If you have a boundary that works for you, you want to be conscious about crossing it and you want to get it back in balance as soon as possible. If the boundary winds up not working for you, evaluate why and revise it.
Now that you know what your boundaries are, how do you enforce them?
First, it helps to see boundaries not as a way of saying “no” to your clients, but as a way of offering options that work for you.
Your job as a freelancer isn’t to make everyone happy all the time, it’s to run a business that’s sustainable and fulfills your needs—whatever those are. There are clients who will be unreasonable and you’ll need to learn how to manage them, so you can protect yourself and your business.
It’s also important to remember that you don’t owe your clients an explanation or a justification for your boundaries. You’re allowed to take your weekends off, just as your clients are. The fact that they pay you for a service doesn’t mean they own your time or have a right to make special demands of you.
When clients come to you with a requirement that crosses your boundaries, find a way to offer options.
For example, if the client says, “I need this project done in two days.”
You could say, “That sounds great. If you want the project done in two days, there is a rush fee of X which I will add to the cost of the project. If you can wait an extra two days, I can have this completed for you in four days and there won’t be a rush fee.” (You give the client the option of paying more or waiting.)
If the client says, “I need this done but I can’t afford your prices. Can you do this for less?”
Say, “I understand that budget is the priority. What sort of budget are you working with? When I know that, I can tailor this project so it fits your budget.” (Then pull back on some of the deliverables or services you’d offer.)
If the client says, “Since you’re already working on this project, can we add in this little extra deliverable?”
Say, “That absolutely works. There will be a charge of X for that. If you’d like me to go ahead, let me know and I’ll add the extra charge to your invoice.”
Notice that you aren’t saying “no” to the client, you’re adjusting in a way that compensates you and gives them the option of paying more or pulling back their expectations.
Second, resist the urge to always go the extra mile.
I truly hate the concept of going the extra mile. My work on its own is plenty of value for the client. That should be enough for them.
Beyond that, I worked with a man once who insisted on always “going the extra mile.” The problem is that when you always “go the extra mile” it’s no longer viewed as a nice bonus because it becomes the expectation. So now you have to add even more perks to say you’ve “gone the extra mile.” By the end, you’re going 10 extra miles but still being paid as though you’re only going the one.
It’s a marathon you never finish.
You can still add value for clients and please them, without crossing your boundaries.
How?
Easy. On any project that you give a timeline for, add two extra days for completion. So if you feel the project will take 3 days, tell the client 5 days. If you think it would take 10 days, make it 12.
The vast majority of clients who were okay with 3 days will be okay with 5 days (this is not scientific but it is based on my experience). Then, get the project done in 3 days. Your client will be pleased you got the project done early and you’ll be compensated appropriately for the work. Even better, if there’s some sort of delay, you’ll still be done on time and the client will never know.
Third, don’t be afraid to lean on policies.
People tend to respect policies. Even as a sole proprietorship, you’re allowed to have policies you won’t break. A simple “I have a policy of only answering emails during business hours,” often does the trick.
If possible, frame the policy in the positive. So “I only answer emails during business hours” as opposed to “I refuse to answer emails on evenings or weekends.” Telling your clients what you will do as opposed to what you won’t do keeps the conversation upbeat.
Fourth, remember that there’s almost nothing in our career that’s truly urgent.
As much as love freelancing and I think what we do matters, we’re not saving lives or rescuing kittens. Just because your client portrays something as life-or-death, doesn’t mean it actually is. It helps to remember that when they come to you in a panic about something they desperately needed yesterday.
There’s a difference between what they want and what they actually need.
Don’t let their sense of urgency push you off your boundaries. It’s very rare that anything we do is actually on as critical a timeline as they say it is.
Cheers to your freelance success!
Heidi