Client Relations Question!

Brianna:

I think it is absolutely appropriate to outline the terms of your services and best methods of communications in your contract with your clients. If there are specific hours of operation that you keep these could be noted in the contract. Additionally, you could let clients know that as an on-line service provider, the best and most effective method of communication is via email.

Cheers

I have to agree with Elizabeth. You need to set boundaries for clients or some of them will do exactly what this one is doing.

Or you could do what I do. Turn off the phone during peak times. I have voice mail for a reason and use it often.

And to be honest, customers like that I tend to dump. I can always understand peoples eagerness to get something done. But if they can't give you breathing room and create unnecessary frustrations, then they are not worth the value of the contract. You'll find that even some people can't take the hint.

I so feel your pain, I think some of my hosting customers are just lonely and need somebody to talk to.

I do use vonage and turned on their transcription service so they will transcribe the phone message in my voicemail and send it and the audio file to my email. It saves me a ton of irritation cause I detest voicemail and I can see if it's important or can wait without breaking from my computer.

It usually takes me a while to train a customer to work via email, I explain to them that it is the most efficient way to communicate on a project because all the information is stored and can be reviewed and people are less likely to forget something.

I'm not the best phone person, but I find a meeting schedule like a weekly call helps cause everyone knows there is a planned time for updates, and If I must phone, I'll take one call that is scheduled over 3 times a day for every random thought that goes through their head.

-=j=-

Hi Brianna,

I'll agree with the group that it's really important to set boundaries up front; in fact, after a couple of more egregious transgressions from one or two clients, I had a clause for "professional relationship" put into my contract that specifically outlines what I expect of the clients and what they should expect of me in return.

But one thing I'll say is that it's also important to gauge what's best for your client - perhaps they just don't like e-mail and they prefer to talk on the phone. This isn't an undoable thing, but knowing their preference you can work out something that works for both of you - for example, how about a weekly phone call to update on status and see if the project scope is still on track? Or setting aside a certain period up front where calls are welcome, but making it clear that you do have to deal with other clients as well, and as such won't be available outside that window?

There are all sorts of ways you can work it - the important thing is to have the discussion up front and find something that will accommodate both of your needs.

Brianna, it's crucial to set boundaries from the very beginning of your relationship with any client.
Start by stating how you want to work ... in very detailed language. Before meeting you I signed up with a virtual assistant whose contract really impressed me. Among other things, it spelled out that she really only wanted to communicate via email, and which hours and days she can be expected to respond to email. If the client was more of a phone person than an email person, there was a small additional charge, I believe. The language of her entire contract was very detailed, rather than intimidating.
Also, be assertive about turning off your phone and let calls go to voice mail, or checking email only during certain times of day. Others have already made these points but they are absolutely right.

Brianna,

One thing that I deal with every day is the damn phone ringing. I am a creative person and I'm ALWAYS doing something where I don't want to be bothered. SO... what I would recommend is muting the ringer. There's nothing that says you HAVE to answer the phone at every second of every single day. Let the phone go to voicemail and get back to your client with a call later or just follow up via email at YOUR convenience if it's just harassment from the client. I know this might not work for all businesses but from my experience people tend to understand. Most actually appreciate it if you respond in a timely manner.

In the end, people need to understand that you're not always going to be available and you can't let clients control you. THIS is a major reason why we all went into business in the first place. WE'RE THE BOSS. I respond to my clients in a very timely manner and deal with everyone's needs but I don't always answer the phone AND I do sometimes put the phone on mute for an hour or two so I can truly focus and get some work done.

I've never had a problem or complaint with this way of running my business.

Good luck. Let that baby sleep!!!

Chris

I think most of us have caller ID and voice mail.

I use the former to determine if I want to talk to a friend, family member, a former client, someone I am working with on a project, a prospective client, or a phone solicitor.

Don't be afraid to use the tools that you have. Unless, you really like electronic leashes, smile.

Why does your client care about your process, how long it takes you to do the work or any of that malarky?

As a pro, you're selling your result. The rest of it really isn't her business and she's just going to drive you both nuts with all the interruptions.

Me? I often work at 3 in the morning while chewing on cupcakes and singing showtunes to myself. My clients don't know that . . . and they don't care. THey just care that I help them market their stuff and make money.