Understanding Boundaries with Retainer Clients: Setting Professional Expectations
Navigating the client onboarding process can sometimes reveal underlying expectations and preferences that may not align perfectly with your working style. Recently, I embarked on a new professional relationship with a client who has secured a monthly retainer for digital services. While the initial phases of onboarding—such as payment, form completion, and project planning—went smoothly, certain communication and scheduling requests raised questions about boundaries and expectations.
The Scenario
The client expressed a desire to meet in person over dinner at 8 p.m. on a Saturday, and has been reaching out via phone calls during weekends. They mentioned their availability for meetings is limited to after-hours slots. Recognizing the importance of maintaining professional boundaries, I communicated my standard operating hours and established that calls should be scheduled in advance during weekdays, with no meetings scheduled on weekends or late evenings.
Despite this, the client indicated concern, stating, “if we knew that we might not have moved forward,” implying dissatisfaction with the boundaries I set. I clarified that my commitment is to structured communication, including email and Notion updates, with a maximum of two calls per month, and that I prefer not to accommodate late dinners or weekend calls.
Reflections on Professional Boundaries
As a service provider, maintaining clear boundaries is essential for sustainable and professional operations. While some clients may request after-hours communication or informal meetings, it’s vital to establish what is acceptable early on. Flexibility can be beneficial at times, especially during the initial phases, but it should not come at the expense of personal boundaries or work-life balance.
Guidelines for Working with Retainer Clients
For those managing ongoing client relationships, consider the following principles:
-
Set Clear Expectations from the Start
Clearly communicate your working hours, preferred communication channels, and limits on meetings. Doing so creates a mutual understanding and reduces surprises later. -
Enforce Boundaries Consistently
If clients request meetings or calls outside agreed-upon hours, kindly reinforce your policies. Consistency helps establish professionalism and prevents scope creep. -
Use Scheduled, Pre-Arranged Meetings
Encourage clients to schedule calls and meetings in advance during your available times. This respects your schedule and ensures preparedness. -
Assess Flexibility Case-by-Case
While some flexibility can foster good client relationships, make sure it doesn’t undermine your work practice or personal time.
Final Thoughts
Your
