How to Set Boundaries with Clients
As a creative professional, you may have a lot of flexibility in how you balance your work and personal life. That can be both a blessing and a curse. Most freelance creatives are left to figure out how to juggle client requests and personal priorities on their own–and that’s no small task.
Katy Carlisle, web designer, Squarespace Circle member, and founder of SQSP Queen, has mastered the art of boundary setting. Her Circle Day 2022 presentation is packed with expert tips that can help you set boundaries without compromising your client relationships.
The following guide shares the importance of establishing boundaries with clients, as well as the tricks and tools that can support you as you set expectations for each project.
Set boundaries for work hours, deadlines, and more
Setting boundaries isn’t about refusing requests. It’s about defining the parameters of your client relationships so you can do great work while protecting what’s important to you.
There are many boundaries you can set. How much lead time do you need to do quality work? What type of work do you do best? How should a client schedule a meeting with you? When and how should they contact you?
Some professionals don’t mind responding to emails late at night, where others may need to sign off early. Pick the boundaries that are right for your lifestyle.
Train your clients
It can be tempting to think of boundaries as zero-sum for your work-life balance, especially if you feel compelled to rearrange your personal life around client needs to avoid pushback. Do you go to that sushi dinner with your friends, or do you go above and beyond to finish your client’s last-minute request?
More often than not, clients are happy to adapt when you are honest and forthcoming about your workflow and creative process. For instance, if you haven’t told a client that last-minute meetings and requests are inconvenient for you—or that they can compromise the quality of work you provide—don’t assume they know. Rather, explain your process clearly to give them a sense of what they can expect during the project before it launches.
As you set early expectations with clients, you’ll want to walk them through the offboarding process and share if and how they can reach out with questions after a project has wrapped. Squarespace makes the website handoff experience straightforward, which is valuable as you establish boundaries with clients. This is especially helpful if your business model does not include maintenance or requests after an assignment has ended. As you offboard each client, show them how they can use Squarespace to make changes to their website. The platform is both powerful enough to support your creative skills and user-friendly enough for your clients, meaning many can make their own updates if they so choose.
Learn more about handing off a website to clients.
Be proactive and set expectations
Be as proactive as possible about setting boundaries—starting with which clients you take on. “The best way to avoid clients that don’t respect boundaries is to not take them on in the first place,” Katy says.
It can be helpful to watch for red flags when choosing clients. Does the client have an endless list of questions? Are they asking for dozens of meetings before committing to working with you? Are they making repeated attempts to renegotiate rates or the scope of work? All of these signal that the client may not respect your boundaries, skills, or time.
It can be intimidating to turn down a client, particularly if work is not flowing in. But Katy notes that the right clients have a way of showing up when you start declining the wrong ones.
When you do decide to take on a client, be clear about your boundaries upfront. It may be helpful to send prospective clients an email outlining what it’s like to work with you. Being clear and thorough at this stage can save you a lot of time later on.
Another way to establish boundaries early on is by setting up auto replies on email. In addition to protecting your time, these responses can be used to set expectations for your clients on when they can plan to hear back from you. Your emails can include a greeting, average response time, and any other relevant information that you want to share with your clients.
Be firm but kind
Being successful in boundary-setting requires both consistency and empathy. It’s important to set precedents so clients learn that you’re serious about protecting your time.
Be honest about why you’re setting boundaries. If you’ve blocked out Friday afternoons to make time for tennis lessons, don’t be afraid to say so.
It’s also vital to understand where clients are coming from. Are they asking lots of questions because they’ve had negative experiences in the past? Perhaps a phone call will help to ease their mind. Is it because this is their first time working with a designer? Consider sending them a comprehensive FAQ document with answers. Clients may be less likely to push boundaries when you’ve anticipated their needs and met them.
Don’t be afraid to say no
Few freelancers like to say “no.” But indiscriminately accepting client requests can make you feel disorganized and overwhelmed, both of which can compromise your quality of life and your work. Clear boundaries are essential for doing your best work and make pushing back against unreasonable requests a little easier.
And remember, it’s okay to place a high value on your priorities outside work, like your wellbeing, family, and hobbies. Not only is this healthy, but it demonstrates to your client that you respect your own time. It also signals professionalism and confidence, which cues clients to respect your time as well.
You’re the expert
As an expert, sometimes it’s in everyone’s best interest when you say “no.” For example, if a client requests a new feature, it’s appropriate to walk them through potential drawbacks like complicating their website or negatively impacting the customer experience. You can also increase your price to reflect any extra work involved. More often than not, your client will appreciate the added context.
In some situations, it’s enough to give clients clear advice and let them make the ultimate decision. In others, it may be appropriate to decline the request altogether.
How to say no by saying yes
There are many ways to push back on client requests without explicitly saying “no.” You can establish rush fees to discourage last-minute requests. And if work falls outside of your predefined scope, you can make referrals to appropriate professionals like graphic designers or copywriters. Sometimes, this means educating the client about how they will be better served by someone with a different skillset.
You can also let software say “no” for you. Katy asks her clients to book meetings with her using a scheduling tool, such as Squarespace Scheduling. Meetings have to be booked at least a week in advance, and they’re only available during certain hours between Monday and Thursday. This helps Katy plan her week ahead, knowing that there won’t be any surprise meetings that throw her off her game. She adds that strategies like these can take the stressful emotion out of saying “no.”
Want more?
Check out Squarespace Circle, Squarespace’s program for professional designers. Along with exclusive content, discounts, and other perks, Circle brings professionals together from all across the globe to exchange advice while connecting with new clients and collaborators.
