Video Cliffs Notes
The Core Issue
In a high-touch, customer-centric business it is essential to cultivate intimate relationships with your customers.
When you have a strong personal connection with your clients you:
- Have a deeper understanding of their needs and preferences
- Develop mutual trust
- Create long-term relationships
The challenge is that:
- It is hard to balance the professional aspects of your relationship with your personal caring and empathy.
- Without clear boundaries, there are bound to be missed expectations.
- One or both parties will often grow resentful when the relationship doesn’t honor the needs of both.
3 Steps to Setting Boundaries with Clients
1. First, get clear about your needs and boundaries.
- Make a list of what you are willing to do and not willing to do.
- Consider all aspects of your relationship: services you offer, how you’ll communicate, how you’ll get paid, what happens when there is a conflict.
- Communication is the most common area where boundaries are needed.
2. Set expectations early in the relationship
- Define expectations at the start of each new relationship
- Consider having a client/member handbook or written contract
- Be ready to negotiate (or not)
3. When a line is crossed, address it immediately.
- Use skills from Crucial Conversations
- Lean into these issues with curiosity and empathy
- The longer you wait to address the issue the stickier it becomes
LOVE this format. The video w/ notes is like the best combo ever for me personally! I get to hear those silky tones and make sure I don’t overlook any key points!
Thank you!
Yay! This was an experiment, so I’m glad you like it. A few others messaged me that they enjoy this format too, so I think I’ll keep it going. 🙂
This is great Michael! Love the way it’s broken down with the video and notes. What an important topic too. This has been a real issue with clients in the past, boundaries. YES! YES!
Thanks, Dawn! So glad you found it relevant. Any specific issues on this topic I can help you with? Email me, [email protected] 🙂
Thank you for writing this fantastic article. I’ve been reading for a while however I’ve never posted a comment.
I’ve bookmarked your site and shared this on Twitter.
Thanks again for a quality article!
Hey Fatima! Thanks so much for sharing. Please let me know if there are any other topics I can address for you. High fives!
Thanks for posting this informative article.
I’ve been reading for a while however I’ve never posted a comment.
I’ve bookmarked your website and shared this on Twitter.
Thanks again for a quality post!
Thank you for this high quality post. I have recently taken on a new client and these tips are helpful. Also, listening to your tone of voice, is helpful. My aim is to have a crucial conversation, be clear, firm and kind while discussing my boundaries.
Best of luck with your crucial conversation!