How to be respectful to clients while maintaining boundaries
by Penelope Stephens
Red flag, green flag, purple flag clients... no matter how "easy" a client is to work with, they are still paying clients.
As creative service providers, we need to respect our clients. They're paying us to do a service for them and those invoices pay our rent. But that doesn't mean they can walk all over us.
Today's topic: How to be respectful to clients while maintaining boundaries
Estimated read time: ~4 minutes (Skim time: 90 seconds)
Why do we need boundaries?
I'm sure we've all been there... waiting for our client to pay the invoice we sent 7 days ago or waiting for their feedback to move onto the next phase of the project.
And most of the time there's nothing we can do about it while it's happening. Just grit your teeth and get on with it right?
Well no... as human beings, business owners and creatives, we don't have to just "cop it". You can have boundaries in your work and how you work.
We can safeguard ourselves before it gets to this stage of chasing payments, revisions or clients stepping out of line.
But it needs to be done professionally and respectfully.
How to be respectful to clients
Firstly, you need to respect yourself, your talent and your work. You're running a business, so act like it.
Secondly, don't be rude. A client once emailed me frustrated that they couldn't access their portal and I wanted to snap because I'd explained it twice already. But they weren't being difficult, they were just confused. I walked them through it again and they became one of my favourite clients to have worked with.
Some clients have never worked with a creative before. They don't know what a revision is or why you need a brief. That's not their problem to solve, it's yours to explain. Meet that with patience, not frustration.
Alright and for the realllyyy "difficult" clients, here's what you need in terms of boundaries.
What you need to enforce boundaries
I'll say it once and I'll say it again... you need systems to professionally run a business.
The more professional you are, the more a client will respect you, your boundaries, your terms and your work.
These are non-negotiables:
Proposal
To clearly outline the scope and project inclusions and deliverables.
There's no argument on what's to be delivered when there is a signed proposal in front of you and the client.
Contract
To state your revisions and what that includes (ie. 1 x major revision such as a new brand concept and 2 x minor revisions such as colour changes.
A contract should also include who owns the work (IP), late payments and any other key terms to how you work.
Invoice
This should include how to pay you, when to pay you and how long the client has to pay you before late payments are enforced.
Client Onboarding
Onboarding shows your client you mean business with clear steps and actions on how the project begins.
Client Offboarding
Although done after the project, this step safeguards you with the final deliverables and when they will be removed from your database. Offboarding will also reiterate the IP for reference so there's no fighting over who owns the work after the project. It also shows how the client can use their deliverables and any next steps they need to implement what you've given them.
Client Portal
This shows you're a real business. A client portal houses each client in their own personalised space. It keeps all work and communication in one spot and ensures your client is updated on the progress of their project at all times.
This week you will
Step one: Be clear with your pricing
Set-up your pricing and your packages. Don't budge on what you've decided is fair pricing and stick to it for all clients. A professional service doesn't change their pricing per client.
Tip: Package up your services and have 3 to choose from. Don't put hourly rates.
Step two: Get your process in order
Create your client process and systems and stick to them.
If you want it done for you, CBOS includes 8 x frameworks, workspace, client portals, mini-website+ ready to go.
Step three: Stick to it
As I said at the beginning, you are a business owner, so start believing it and acting like a real business.
Real businesses are professional, cater to clients but still have their terms and boundaries.
Remember, no matter the flag colour of your client, your boundaries, systems and processes will keep you calm and covered.
Written by Penelope Stephens, Co-Founder & Writer at Boring Studios. Penelope studied Journalism at the University of Melbourne and has worked across copywriting, content creation, and creative direction before co-founding Boring Studios.
