Have you ever had a client who demanded you always be on call? Doesn’t matter what time of day. Weekends. Holidays. You’ve got to be there to answer the phone or respond to a text or email.
Not only is that unfair to you, but it’s also an unsustainable relationship.
How do you handle such a situation?
The best way is to set expectations at the beginning of the relationship. By doing that, you’re nipping plenty of problems in the bud.
Dan Kennedy, the legendary mastermind behind Magnetic Marketing, has zero social media accounts. He doesn’t accept or respond to any email. He has a cell phone to which only a few people have the number. He has a fax machine – yes, a fax machine – and people know to send him a fax if they need him.
Frank Kern, another legendary marketing great (and my personal favorite), has certain times set aside for his clients to reach him. They know how to call and when to call – and respect his rules. Good thing, because he’s amazing.
But you don’t have the reputation of Dan Kennedy or Frank Kern. You may not think it’s possible to restrict access to a client because you need the work. You’d rather be at their beck and call and are willing to put your life on hold to accommodate them.
Nir Eyal wrote a great post about this same subject in relation to a boss. And while the circumstances are different, the thinking is the same. He wrote about what to do when a boss demands your non-stop attention – even if it is detrimental to your own job performance.
When you have a client, make sure you distinguish between “I want this now” and “this is really an emergency.”
Not liking the color of a button on their website? That can be changed during regular business hours.
My site isn’t connecting or is showing pictures of farm animals? That’s an emergency.
There should be some understanding about how to handle each situation.
Every business needs to have time set aside to help clients with whatever problem they may have. But if you don’t clearly identify that time, a Type A client is going to take advantage of you.
And who wants to be bothered at your kid’s birthday part or while you’re visiting your parents or trying to play a relaxing round of golf? Remember, your batteries need to stay charged or you will not be able to properly serve your client.
If the client is unreasonable about their demands, it may be time to cut them loose and let them return into the wild. Your bank account may take a small hit, but your nerves and general well-being will be improved. And sometimes it feels pretty good to just walk away.
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