Scripts for Setting Boundaries with Clients
After managing clients for nearly a decade, I’m sharing my go-to scripts for setting boundaries and, if necessary, parting ways.
Working with clients can be incredible. Without my clients, I wouldn’t have my business, or my freedom to do my business from wherever I choose.
But with anything involving service, working with clients can come with some very uncomfortable moments. Your job is to satisfy, and when the person who’s paying you for work expects 24/7 access, setting boundaries can be extraordinarily difficult.
Luckily for you, I have nearly a decade of experience managing clients, and I’m about to share my go-to scripts for setting boundaries and, if necessary, parting ways. Use these templates below as a starting point.
1. When a client is requiring more correspondence time than you expected.
First of all, use a time-tracking system like Everhour so you can give your client updates on time as you go through your project. I like to update my clients at the 50%, 75%, 90%, and 100% marks. Here’s how you can update:
Hi there! As a heads up, we’re at 50% of our dedicated time for correspondence, and normally at this phase of the project, we’d be at 25%. We’ve had some great collaborative conversations so far, and I don’t want you to feel limited by the amount of time we’ve budgeted. Would you feel better adding some extra time to our account management budget so you don’t feel rushed?
This script is assuming you bill for your time, which you should. My business has iterated in lots of different ways, but tracking and billing for time hands-down have worked best for me. Whatever method you choose, make sure your time is being accounted for.
2. When a client asks for your mobile number, and you’d prefer not to share.
My primary recommendation is to get a Google Voice number, but don’t connect it to your phone. You can set email notifications any time a client tries to call or text you. Your client is happy because they feel like they’re texting you, and you’re happy because you aren’t getting their texts on your personal number.
If you’re not up for Google Voice, then you can use the following script:
It’s better for me if we stick with email - my client workflow is all through my inbox, so this way I won’t drop the ball on any requests.
Make it about you—your ability to do an amazing job for them—not about the fact that you don’t want to hear from them when you’re not working, which in all reality, is also probably part of the equation. But you can still keep it really positive and professional.
3. When a client requests a call that you don’t think is necessary.
Just because they’re asking for a call doesn’t mean you’re held to actually do it. I actively guard my time on the phone. Phone calls completely disrupt my flow and focus from deep-concentration projects like website design or content creation, so I try to keep them as intentional as possible. A few script ideas for you here:
Email is better for me this week. Would it be possible to send over your questions here? I’ll get back to you as soon as possible.
I wish I could, but I’m booked up solid for the next two weeks. If it’s urgent, feel free to email me. Otherwise, let’s add this as an agenda item on our next status call.
I appreciate you bringing this to my attention. Since this topic has a lot of details, let’s stick with email so we’ve got a written record and nothing gets missed.
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4. When a client texts you on a weekend.
I told you not to give your personal cell phone number, but if it’s too late and the deed has been done, you need a script.
First, don’t respond unless it’s an emergency. Once you respond to a client on a weekend, a boundary has been crossed forever, and it’s tough to go back. After the weekend is over, you can text the following:
Hope you had a nice weekend! Let’s keep work correspondence to email. I’ll get back to you about this request later today. Talk soon!
It’s firm because we need to be clear about boundaries and expectations. It’s still professional and suitable for the situation.
5. When you’re thinking it’s time to part ways with your client.
When you know it’s time to head in different directions, here’s the script I use:
Our working relationship means a lot to me, and I’m really proud of the work we’ve done together. However, it seems like there’s a lack of trust between both parties that’s causing some friction. It’s rare for me to experience this many revision requests, and I’m not sure that more revisions will help us be on the same page. In transparency, I’m thinking it might be time for us to make a plan to part ways. What do you think?
That turns it into a discussion while making your stance VERY clear. Obviously, you can modify the language I used in this example if trust or revisions aren’t the issue. This is just an example - you can take it and modify it accordingly.
You can draw boundaries while still keeping a positive relationship with your client. In fact, drawing boundaries can often preserve your relationship with a client. Stay positive, collaborative, and factual, and you’ll set yourself up for long-term success.
