Manage yourself, manage your clients

In running our own businesses it is very easy to not allow ourselves enough recreation time, or time not just working. Of course we do not just keep regular working hours. Most of us attend to our tasks at odd hours, but part of the advantage of working for ourselves is that we can, now and again, take some personal time during the working week, either when we wish to or sometimes when it is thrust upon us, such as (in my case recently) helping elderly relatives.

We do need to stop ourselves from being at our clients’ or customers’ beck and call at all times. I have a quite technical business anyway, but I do not give out my mobile (cell) number unless absolutely necessary. The number is not on my business card. Usually if I am not available in the office during normal working hours it is because I am with a client or out and about seeing clients or at networking events. It is not convenient for me to take calls and probably I could not answer with confidence without my file any questions that might be asked. My assistant will take messages and I can call back when convenient.

Generally I do not do client work at weekends, except at the height of our tax season, and even then not the last weekend because I organise my clients to spare me the last-minute rush. I do write articles and blog posts at weekends because I enjoy doing it, and it is great when a sort of recreation has a useful marketing function (there, I admit it: I market; actually quite a lot).

So if my client calls on a Friday afternoon at 4.30 and asks if I can produce a document needed by first thing Monday morning, I may look askance at the request.

Firstly, I may have plans for the weekend. Secondly, I have to ask myself whether I should modify or abandon those plans and whether I have time anyway.

Thirdly, I ask myself whether this is a really good client, who has become a friend and who would not ask unless it was desperate. Alternatively is this an inconsiderate nuisance client who apparently thinks they are my only client, but does not go as far as paying me on time? This is where I manage their expectation and their presumption in deciding what to do. Of course, that is not to say that I won’t help with something I would have time to do on Monday morning. I am not cussed.

I look after all my clients well, but they do not own me or my leisure time. I will do a special favour based on its merits, but at weekends, home and family comes first.

Do you have this trouble from clients or customers? How do you deal with it?

© Jon Stow 2010

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