3 Boundaries You Must Set Before Working With a New Client.
Posted on March 10, 2012 by Lisa Fraser, One of Thousands of Business Coaches on Noomii.
Clients need and respect leaders who set clear boundaries and stick with them.
When you are first starting out, it is easy to fall into the trap of working with any client who wants to work with you. This may be a quick boost to your bottom line, but it can cost you so much in the long run. Having a client test your boundaries before even signing on is a sure fire clue that they are not your ideal client. And, if you cave in at the beginning, they will likely keep testing those boundaries.
To help make the new client enrollment process easier, start with having a short survey or questionnaire that a prospective client fills in prior to your initial conversation. You can rate the responses and categorize them according to how well they fit your ideal client criteria. When you contact the prospective client for an interview, you can then make an appropriate offer, or indicate that your programs are not a good fit.
Following are three areas that prospective clients are likely to test your boundaries;
1. PROGRAM/OFFER: During the initial consultation, review the program offer, the structure and results/outcomes. The length of the program, how the components will be delivered and what will be covered during the program need to be clearly defined and available in writing to the client. Do not allow, or offer, customization or changes as this could set the stage for more change requests as the client moves through the program.
2. ACCESS TO YOU: Ensure that the prospective client clearly understands the level of direct contact that they will have with you throughout the program. Platinum clients may have a private email or telephone number they can access you on, but they need to know that you are not on-call 24/7. In writing, have the hours and days of the week that you are available to them, as well as the response time they can expect. If you are available until 2:00 on Friday, then a message at 1:45 on Friday will likely not get a response until the next business day.
3. FEES: Do not cave in on your fees. Have the overall fee for the program set out in writing to refer to. Make sure you have the full pay and at least one other payment option available. When you are financing a program for a client, it must be accounted for with a higher program fee.
People respect leaders who set boundaries and stick with them. If you are continually caving in and customizing for each client, you are setting up a pattern of being tested regularly, not enjoying time with your clients and getting burnt out. Be the leader that your clients need you to be from day one.
