Improve your client experience, build firm relationships with clients and partners, and boost your brand reputation with boundaries
I started hearing people talk about boundaries all the time once I started my business. I remember it felt like we were getting a little obsessive about the idea of boundaries in business.
That we had to have these perfectly built walls that protected us, and every time we reneged on this private contract we had with ourselves to “protect our boundaries”, we were failing ourselves.
I don’t think it ever got to the point where I heard someone refer to normal client requests as a breach of boundaries…but it felt like we were getting pretty close.
When I talk about boundaries now, I’m referring to guidelines (or guardrails) that help me protect my well-being, ability to effectively manage my work life, and maintain healthy, positive relationships with clients, partners, and the rest of my professional network.
And as a brand strategist, I’m particularly interested in how our boundaries can impact client experiences and brand perception.
How to support and build brand reputation with boundaries
Boundaries can be a powerful tool for service providers to establish and maintain a strong brand reputation. They can help to create a more positive and seamless experience for clients but also allow you to maintain your well-being, work-life balance, and ultimately, the sustainability of your business.
Here are some practical ideas to set and maintain boundaries:
Establishing clear expectations & guidelines for communication
One key way boundaries can support and build brand reputation and trust with clients is by establishing clear expectations around how you will communicate and when you’ll respond.
This creates a more seamless client experience by making it easier for clients to reach out when they need assistance, while also allowing you to manage your time and workflow effectively.
This could include setting specific office hours, outlining preferred methods of communication, and establishing turnaround times for email or phone inquiries.
Establishing guidelines for scope of work & payment terms
As a service provider, you should clearly communicate your services, products, and pricing to clients, setting clear expectations around what is included in your scope of work and what is not.
Additionally, you should outline payment terms and policies upfront so that clients understand their financial responsibilities and obligations from the start.
Maintaining a healthy work-life balance & avoiding overcommitment
Prioritize your own well-being and avoid taking on more work than you can handle. (Easier said than done, I know.) This may require saying no to certain opportunities or delegating tasks to others, in order to maintain a healthy balance between work and personal life.
Delegating tasks & outsourcing work as needed
Set boundaries by delegating tasks to other team members or outsourcing work to trusted contractors or freelancers. This can help to manage workload and ensure that the quality of work is maintained, without overburdening yourself.
Maintaining consistency in quality of service
By setting clear boundaries around scope of work and deliverables, you can ensure that you’re consistently delivering high-quality work that meets or exceeds client expectations.
This can lead to positive word-of-mouth referrals and repeat business, ultimately strengthening your brand reputation.
Saying no to opportunities that do not align with business goals or values
Finally, set boundaries by saying no to opportunities that do not align with your business goals or values. This can help you maintain focus and ensure that your business stays true to its core values and mission over time.
These are some of the many ways that you as a service provider can set and maintain boundaries as part of the client experience you offer.
By setting and maintaining these boundaries, you can create a more positive and sustainable client experience, while also protecting your own well-being and business reputation over time.
Taking it to the next level: brand your boundaries
All I mean by branding your boundaries is that you can establish your boundaries in a way that reinforces your brand personality and memorability.
Some of the tools you can use to establish and maintain your boundaries in business include:
- Sales pages
- Client contracts
- Onboarding packages
- Email signatures
- Email reminders for appointments
- Your calendar and/or scheduler
- Social media DM auto-responders
- Status display on platforms that show when you’re online
With all these tools, I encourage you to consider how you communicate your boundaries internally and externally, using language, tone, and other creative ways of expressing your brand personality.
For example, you could use an email signature that outlines your office hours, or how long it usually takes for you to respond to email. Make it your own by injecting humour, warmth, etc. – whatever feels most like you – so that it’s memorable.
Write a contract that your clients actually read and understand, so that they know when they sign it that they’ve just agreed to hand over all their client homework within a specific period of time, or that their payments are due on specific dates. I encourage you to infuse it with your own branding – though in this case, I’d definitely work with a lawyer to make sure it’s legally enforceable.
Block out specific times for scheduling meetings so that you have some control over when people book appointments with you, and can protect the time you need to work on business-building or client work.
Boundaries are an essential part of setting and maintaining a healthy client experience, and they can have a significant impact on your brand reputation.
Conversely, failing to set clear boundaries can damage brand reputation, resulting in negative reviews and a loss of client trust.
Start by assessing the areas where you feel your boundaries are impacting you and your clients the most. Think about the changes you want to see, and consider simple, creative ways to establish, communicate, and maintain those boundaries.
By implementing these strategies that work for your unique business and circumstances, you have the opportunity to create a more positive and sustainable client experience while protecting your own well-being and business reputation over time.
