Understanding Client Expectations: Navigating Professional Boundaries in Retainer Agreements
Securing a new, long-term client can be an exciting milestone for any business owner. However, establishing clear boundaries and expectations from the outset is crucial to ensure a healthy, professional relationship. Recently, I encountered a situation that highlighted the importance of communication and setting boundaries when working with retainer clients.
The Scenario
After onboarding a new monthly retainer client, everything appeared to be proceeding smoothly. The scope of work was well-defined, conducted entirely online, with a comprehensive plan in place. Payment was received, and an onboarding form was completed to formalize the process.
However, shortly after, the client requested in-person meetings for dinner at 8 p.m. on a Saturday and began calling me randomly during weekends. They also mentioned their availability for meetings was only after hours, which conflicts with my standard business schedule.
My Response
I responded professionally by outlining my working hours, emphasizing that scheduled calls should be arranged in advance, and clarifying that I do not operate during weekends or late evenings. I explained that most communication would be via email or collaborative tools like Notion, and limited the number of calls to two per month, consistent with our agreement.
Client Reaction and Reflection
The client expressed dissatisfaction, indicating that had they known about these boundaries earlier, they might have reconsidered moving forward. This raised questions about common practices and expectations among retainer clients.
Key Considerations for Business Owners
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Boundaries Are Essential: Clear communication of availability and boundaries helps set expectations early and prevents misunderstandings.
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Flexibility vs. Professional Limits: While some clients may request after-hours meetings or weekend calls, it’s important to balance flexibility with maintaining a sustainable work routine.
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Formal Agreements Matter: Documented policies on communication channels, meeting times, and availability can serve as reference points and protect your professional boundaries.
Questions to Reflect Upon
For those managing retainer clients, consider the following:
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Do you engage in late-night calls or weekend dinners with your clients?
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Is this behavior typical in your industry, or do you think it’s an exception?
Final Thoughts
This experience underscores the importance of setting clear boundaries from the outset of client relationships. While flexibility can foster goodwill, maintaining a professional standard ensures your business remains sustainable and your personal boundaries respected. As entrepreneurs, we should prioritize our well-being and operational boundaries to foster productive and respectful client partnerships.
If you’re new to managing retainer clients, sharing your
