Client horror stories circulate through the freelancing world, ranging from tamer tales to straight-up diabolical deeds — evidence that when it comes to setting boundaries with clients, most of us need help.
For example, you hear things like, “They kept asking me for more, more, more, and it was all out of scope.” Or one of my favorites, “My client would call me on the weekends asking why I didn’t reply to their Friday night email.” And perhaps the worst of them all: “They were months late paying my invoice.”
What to do when a client doesn’t pay? You get rid of them and set provisions and boundaries to not let that happen again.
Knowing how to set boundaries with clients is the key to having a positive vs. negative experience. It’s a critical component of not only finding enough of the right clients but also keeping good working relationships with those high-quality clients that make doing your work a joy.
As a freelancer, it’s essential to know how to hold your own when it comes to clients. You don’t want to be a pushover, but you want to make your customers happy — usually, the best way to ensure you get paid and, more importantly, booked again.
Well, here is the truth: There are plenty of ways to please your clients without sending yourself into a spiral of stress.
In this article, you’ll learn the ins and outs of boundary-setting, with some road-tested examples of how you can articulate your limits and ensure better behavior from your clients — and better results for your business.
Why Is It Important to Set Boundaries With Clients?
We’ve all experienced a rogue client or two (or three depending on how long you’ve been in business), but it can be good to have that experience under your belt. Chances are you’ve learned more than you think from those situations despite how traumatizing they may have been.
Plus, as counterintuitive as it sounds, having a lousy client here and there can make you a better freelancer. After working with one, you know your limits, how important it is to look for red flags, how to deal with terrible clients, and how to stay away from them.
You also know firsthand why it is important to set boundaries with clients.
Because … stress, anxiety, heartache, opportunity costs, and reduced profitability.
Ready to get cracking on setting boundaries with clients?
Examples of When You Should Set Boundaries
So, what exactly do I mean by “boundaries” anyway?
Boundaries serve as a way for you to protect your time (and your sanity) during each project. Because the reality is: You and your client work together; you’re not working for them.
Let’s reflect on that core part of the equation because it will help you better create and hold boundaries.
An essential part of setting business goals is keeping sight of why you went freelance in the first place. Having freedom from unreasonable overlords is likely a prime reason why you wanted to work freelance full time, so don’t swap a boss from hell for a devilish client.
To avoid any shaky ground and establish a stable relationship from the start, it’s best to set these expectations upfront. Some freelancers include these boundaries in their contracts; others embed them in their onboarding process.
However you choose to do this, it’s best to state them clearly and professionally right away, so the client immediately understands.
What types of boundaries should you set? There are a few instances you should cover, including but not limited to the following.
Communication
Explain to your clients when your “office hours” are, otherwise known as when you’re available to answer emails, respond to texts, take calls, etc. Make sure you state your office hours and other time policies, like when you give notice about vacation time.
Project Work/Scope Creep
Even if these details are hashed out in your contract, it’s not uncommon for freelancers to experience this with clients.
Have a templated response ready to send if this happens, so you aren’t frantically typing “Are you serious?!” a hundred times and deleting it. (Keep reading because there are some samples that you can use later on in this article.)
Pro Tip: Don’t feel obligated to say yes to every new ask from a client. Hold your ground, but be professional. You are responsible for your time, and you have the power to say no if you can’t take on the extra work or even if you just don’t want to. The sky will not fall — I promise.
Client Feedback
This is critical: Include a clause in your contract about the number of revisions you can do so a project doesn’t go off the rails. If a client pushes back and wants more revisions than you’re comfortable with, explain to them, kindly, of course, that you are an expert and that your process is to be trusted.
This boundary goes for not only the number of revisions you’ll consider but how they are delivered as well. For example, if you’re a writer and work in Google Docs, it makes the most sense for your client to add comments and suggestions directly into the doc for organization and clarity’s sake.
If you’re a designer, you may have a call to walk through your design process and ideation, but then be sure to ask for the client’s feedback in writing (i.e., an email with detailed bullet points). If they start to provide feedback in a different way than you’d prefer, kindly redirect them and explain why you prefer them to respond how you’ve requested.
Important Project Documents
If there are materials you need from your clients to start a project (i.e., relevant information for the project, a creative brief, a style guide, etc.), make sure you emphasize that you can’t start the project until you have what you need. Make it clear from the outset that your client needs to have their ducks in a row first to ensure a smooth project flow.
Author, designer, and legendary pro-freelancer, Paul Jarvis, makes this a non-negotiable step in his client onboarding process. He won’t start a project without the materials he needs from his clients and makes that clear upfront. (Paul is also a frequent guest on the Unemployable podcast. Be sure to check out his conversations with Unemployable founder Brian Clark.)
How to Set Boundaries with Clients
There are several ways you can set limits, but as I said above, doing it from the get-go is crucial.
Whether you outline your boundaries in a few short paragraphs in an email they can reference quickly or in a branded PDF document or agreement detailing everything they need to know about working with you, make sure you send that to every client.
The following subsections will give you an idea of the types of boundaries you should cover, along with a sample of how you might word the message, so it’s firm, clear, and professional.
While it may seem awkward and uncomfortable to communicate boundaries at first, the more you do it, the easier it gets.
Here’s a super simple way to introduce the idea to clients that they can expect consistent boundaries and a well-defined working relationship when they retain your services.
“Hey [client name],
I’m excited about working together! FYI, here are a few important details about my work style and process. Please let me know if you have any questions.”
Clarify Your Office Hours
One of the most basic boundaries to set is when you are available. In the age of asynchronous communication, it’s more and more acceptable to respond when you can and not be tethered to your desk.
That said, you can accidentally set unrealistic expectations by responding when it’s good for you, so it’s even more important to clarify when you are “in the office.”
Here’s a clear and simple way to articulate your availability:
“My office hours are Monday through Friday from 10:00 a.m. through 4:00 p.m. ET. That said, you might hear from me outside of those hours on Slack or via email, but I can’t promise that I’ll respond until my regular office hours. Also, I’ll give you a three-week notice before any vacations I plan to take so we can work out any outstanding project details.”
Clear expectations around your timeline make it easier for you and the client alike.
Charge for Extra Project Work (with the Client’s Consent)
A clearly defined scope of work is critical because when a project starts ballooning, you can easily point out the overage.
Assuming you have the bandwidth to take on the additional work, you can always drop a casual but firm note, like this:
“We didn’t include [describe the extra work] in our initial contract, but I’m happy to do it. This will cost [rate], and I can have it to you by [time]. If you would like to move forward, I’ll send a revised contract over for you to sign. Thanks!”
If you can’t take on more work, be upfront. Let the client know when you’ll have more availability, and offer suggestions on how they might get by in the meantime to ensure they aren’t left hanging. After all, your intention isn’t to ruin your working relationship; it’s to enhance it by being realistic about what you can (and can’t) do.
Request Client Feedback
Spelling out the feedback process is another crucial aspect of boundary setting. In my experience, this is where projects can go sideways — waiting for client input and approval. Even though you think clients are anxious to get the final product, it’s not uncommon for them to drag their feet.
So, I build parameters around the time frame and put boundaries around payments connected with the approval process.
For example, you might say:
“I will provide up to [how many] revisions of the project. I’ll ask that you provide your feedback in writing via [method, i.e., Google doc, email] within [how many] days of delivery. If you can’t provide feedback within that time frame, then the final payment is due in full [however long you want, i.e., 60 days] from when you signed the contract. Once outstanding approvals or notes are delivered, I will make all best efforts to complete the project in a reasonable and timely manner.”
FYI, you’re doing the client a favor with this boundary because you’re acting as an accountability partner, not just a simple service provider.
Be Persistent When You Need Information
As mentioned above, pro-freelancers insist on getting all of the information necessary before starting a project. Again, you don’t have to be a taskmaster, just someone with clear boundaries.
Here’s an easy way to spell things out:
“I’m really excited to get started on your project, but to do so, I need a few things from you first. Please send [materials you need here] by [date] to ensure the project starts without a hitch. Thank you!”
Again, I know the frustration of not being able to start when you’ve promised or perhaps want to, but you’ll thank yourself in the long run for not diving in when you don’t have all you need to do the best possible work.
Only Use Company Channels for Communication
In the age of cellphone-as-office, this is an important one (or can be, depending on how you like to work). Text messages can quickly devolve into an all-the-time, off-hours method for clients who don’t have boundaries.
So, it’s on you to work on setting boundaries with clients. Here’s an idea of how you can broach the subject:
“If you have questions or would like to discuss the project, please email me: [your address], or connect with me on [your preferred collaboration tool, i.e., Slack].”
Then, if the client texts or DMs you, don’t respond. Instead, when it’s during your office hours, send them a message on the channel in which you prefer to communicate. If the issue persists, you can always politely tell them that you’d like to keep your professional communication all in one place.
Learn How to Say No to Requests
This is a tough one for us freelancers who worry that saying no will shut off the work spigot. And I get it — that two-letter word can be hard to spit out. How to make money freelancing if you’re turning down paying customers?
But then again, if you don’t use it, you might find a stream of four-letter words flying out of your mouth, cursing yourself (and the client) for taking on a job that isn’t right for you. Which again, is why it’s important to set boundaries with clients.
No done well, firmly but polite and respectful, can be the best way to extend your working relationship. So, for example, you might decline a project like this:
“I appreciate that you’d like me to take on [project or additional work on an existing project], but unfortunately, I’m unable to take it on. So, I’m going to have to decline the work, but please keep me in mind for future projects.”
Now, that said, if you don’t want to work with the client any longer, an honest, transparent no is appropriate.
I had a client I loved working with, but after finishing an extensive website overhaul, the only content project left was writing for their blog, a highly technical and relatively low-paying gig. I wrote him a straightforward note telling him how much I appreciated his business but that I wasn’t the best fit for the new project — and the new project wasn’t the right fit for me.
Not only did we have a pleasant, upbeat exchange, but later, when I asked him to give me a testimonial for my website, he gave me a glowing review.
No gets a bum rap, so don’t be afraid to use it when setting boundaries with clients.
Write Out-of-Office Replies
This is a low-key boundary that can be very effective and that you can set and forget: your auto-responder.
In it, you can remind clients when you’ll get back to them, what your average response-time is, and other boundaries (i.e., if you don’t work weekends).
Here’s a sample auto-response you can set up on your emails to send when it’s after hours:
“Thanks for getting in touch. My office hours are [days, time, time zone]. I don’t work [days, i.e., weekends, holidays], but I will get back to you as soon as I’m in the office. If you’re a current client, I’ll get back to you ASAP, within [number of hours, i.e., 24]. New clients and new requests, I’ll get back to you within [number of hours, i.e., 48] during the workweek. Thank you for your patience.”
Also, if you communicate regularly with clients on a collaboration platform, be sure to use the “out-of-office” settings. Keeping your boundaries across the digital board minimizes client confusion and maximizes client cooperation.
Tools to Help You Maintain Boundaries
If you’re someone who struggles to keep these boundaries — like maybe you can’t leave an email unresponded to at the end of the day — give these methods a try. That way, your boundaries are intact, and you don’t have to stress about incomplete tasks.
Boomerang
Boomerang is a plugin for Gmail users that lets you schedule your email replies days or even weeks ahead of time. It’s a great way to manage your inbox if it becomes too chaotic, too.
Todoist
Todoist is a handy to-do list app that makes organizing and viewing your daily tasks straightforward. You can even get email notifications that include your daily to-dos. Easily create reminders and stay on track with every client.
These are just a couple of tools to help you. We also have an extensive list of freelancing project management software, as well as 42 freelancer tools that can help you streamline your business and manage your clients.
Client Boundaries Keep You Sane
Limits are there for a reason: To keep your relationships with your clients healthy and productive. If the relationship doesn’t seem to be working despite boundaries, don’t be afraid to walk away and find clients you work well with.
The freedom and flexibility to choose who you work with are some of the most significant benefits of being a freelancer — so take advantage of it!
I’ve said it throughout this article, but one more time to the rafters: You have the power to say no by setting boundaries with clients. And here’s a little secret: When you do say no, the world will not explode. You will still be talented. You will still pay your bills. You will still be a freelancer.
The only change is that you’ll be a freelancer with better clients and more time to work on projects you love with people you enjoy. That sounds pretty good, right?
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