Let’s face it, we have service based businesses because we have a very service-based value set; basically we love to serve and want to be of service to our clients. In all fairness, if we weren’t wired that way we probably wouldn’t be that great at what we do because our level of service might not delight our clients, but is your level of service actually detrimental to you and your business?
It’s incredibly common for business owners to be working long hours. This is usually because of several factors but one main one, that very few ever really think about, is that their innate service value set is actually causing significant challenges for them, which manifests in a belief that they have to be constantly accessible to their clients, reply to emails and phone calls instantly, turn around the work as quick as is non-humanly possible and so on. Does that ring any bells for you? Have you become a slave to your clients?
There is a cure! But first you need to accept that you have caused this situation by allowing yourself to believe you needed to be incredibly accessible and uber responsive to your clients’ demands.
So now you have accepted you have caused this situation you need to grasp this challenge and forge some new ways of working.
Step 1: Reinforce in your mind that you are in charge and not your clients.
Step 2: Time to put some boundaries in place! This splits into 2 sections…internal boundaries to help you manage yourself, and external boundaries to help you manage your clients.
External boundaries: A classic challenge is the setting of delivery time frames. How often are you suggesting the completion date rather than asking your client when they need it by? Invariably you will put a tighter time frame on it than they will so ask them first! Also remember that this is a negotiation. If your client is asking for an extreme feat (usually a very tight time frame) then explain that will be an extra cost – don’t work yourself into the ground without the commensurate reward. Also be very clear with your clients as to when you need inputs from them in order for you to deliver within the agreed timeline, as it’s common for clients to supply their inputs late and still expect you to deliver on time. The outcome is usually that you work extreme hours to stick to the intended date. Tighter control of scope creep will also save you loads of time, or at least unpaid time, delivering beyond your understanding of the original scope.
Internal boundaries: Here’s a new mantra for you…” I am in control and not my clients. I do not have to reply to emails instantly. I do not need to check emails constantly. I do not need to answer my phone every time it rings. I am in control and not my clients.” In general most clients will assume that you have lots of other clients so that means it is normal for you to be busy. I will always aim to reply to client emails and phone calls the same day but as I’m working with clients every day it’s unlikely that I’ll respond immediately. I set this expectation prior to day 1 with each new client. It’s never been an issue and allows me freedom as I’m not a slave to my phone or my clients.
Don’t be a slave to your clients. You started your business to enjoy more freedom. By implementing these boundaries you’ll start to take back control and to enjoy your business more. Keep repeating the mantra “I am in control and not my clients”
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