One of the issues that crops up time and time again when coaching businesses is this: people struggle to say “no” to their clients. Before they know it, they’re doing unpaid work, feeling resentful, and wondering how they got there. Sound familiar?
Let me say upfront: I’m not against doing the odd favour for a client. I do plenty myself. The problem comes when you feel pressured to say yes, can’t set boundaries, and then resent the time and effort it takes.
Here are some tips to avoid that situation while keeping your clients happy and your sanity intact.
- Nail Your Onboarding Process
Start as you mean to go on. When you onboard a new client, give them a friendly document outlining exactly what’s included in your service. This doesn’t need to be a 50-page epic; a simple, clear guide will do. Walk them through the key points if necessary.
Set limits where things could drag on. For example, you might include a “reasonable usage policy” like: “Telephone support is free for up to one hour per month; after that, additional time is chargeable.” And state the extra charge.
This way, everyone knows where they stand, and you have a reference point when those inevitable “quick favours” start cropping up.
- Include a Price List (With Options!)
Make pricing part of the conversation early. A clear price list helps you avoid awkward discussions later. Even better, offer different rates for regular clients and ad-hoc customers. For example, a bookkeeper might be asked to chase overdue debts and state:
- Regular Clients: Debt chasing = £X per instance.
- Ad-Hoc Customers: Debt chasing = £Y per instance (or not available).
This makes it easier to say: “Sure, I can do that—here’s the cost,” without feeling like you’re being taken advantage of. And if you do occasionally take pity and do it for free, they are more likely to appreciate it.
- Handle the Awkward “No” Gracefully
When you’ve got your onboarding document sorted, saying “no” (or at least “not for free”) becomes much simpler. For example:
Client: “Could you quickly call my customer and chase this payment? You’re great at it—it’ll only take a moment!”
You: “No problem! I’ll add the standard charge to your next invoice.”
Without a clear agreement upfront, saying no might upset your client and lead to complaints like: “Why wasn’t I told?” or, worse, a social media rant about your terrible service. Nobody wants that.
- Price the Things You Hate
Sometimes, you’ll get asked to do something you’d rather avoid entirely. In that case, price it at a level where you’d either be delighted to do it or the client will think twice. For example:
- Task you hate: £300
- Task you don’t mind: £150
It’s a win-win—you either get compensated well or don’t have to do it!
- Keep It Friendly and Professional
Your document shouldn’t feel like a legal contract. Instead, use it to highlight how you go above and beyond, and sprinkle in your unique selling points (USPs). Keep the tone friendly, so it’s clear you’re looking out for their best interests as well as your own.
- A Few Technical Details
When creating your guide, don’t forget these little touches to cover yourself:
- Add “Errors & Omissions Excepted” (E&OE) to every page footer.
- State whether prices include or exclude VAT.
- Use dates and version numbers (e.g., “Valid from January 2024”).
- Update it annually and increase prices to account for inflation.
- State that “Prices are subject to change without prior notice”.
These small details protect you from misunderstandings and keep your pricing up to date.
The Bottom Line
Setting boundaries isn’t about being stingy; it’s about being fair—to yourself and your clients. A well-thought-out onboarding process, clear pricing, and a friendly but firm approach can make saying “no” so much easier. Plus, it ensures you’re getting paid for the value you bring to your clients.
Draft that document—you’ll thank yourself the next time someone says, “Could you just…”
