As a former call center employee, I have a billion horror stories I could tell you about the customers: from having to deal with people with real problems to people who were simply mad at life or even people who did not know where they were standing (when I was working for MICROSOFT I got a call from someone who had issues with FACEBOOK – because they are obviously the same company). Being client-facing is a challenge no matter the situation, and sometimes, one of the hardest things to do is set boundaries with our clients and prospects.
“The Customer is Always Right”
Back in 1909, Harry Gordon Selfridge coined the phrase. To this day, it is something we will still hear a lot: from the typical video here and there of someone who WANTS us to bend the rules for them to the one manager or boss who WILL bend the rules to keep the client happy. The culture that values the client experience over anything else is still deeply rooted in our society.
But the reality is the customer is not always right. Nobody is ALWAYS right: we should not be taking the phrase to the T.
Why do businesses believe the customer is always right?
Businesses are in an eternal battle against competitors for a piece of the market. In some cases, that battle is over a big market, and having a decent share is easier due to the high demand for products or services; in others, the market is limited, and taking care of that share becomes CRUCIAL.
According to ZenDesk, 60% of customers have purchased something from one brand over another based on the service they expect to receive. On the same note, 60% of customers say they would switch to a competitor after just one bad customer service experience, and the number goes up to 76% with more than ONE negative experience.
This is why businesses pay special attention to the user experience.
Another Perspective: Not Everyone is RIGHT.
Yes, we mentioned it above: you should not take the saying to the T: there have to be limits.
There was this old story that all the other agents loved to share back at the call center about a lady who got a refund for her hotel stay because her baby got wet near the pool. Let that sink in: Allegedly, this person complained because her baby got wet while they were near a pool… as ridiculous as it sounds, that story (which, BTW, I was never able to confirm and remained an urban legend) is a prime example of how some clients will take it too far. Was she right?
Yes, there will be clients that will be right. There will be clients that we can accommodate… but not everyone will have a legit reason to complain and it is important for you and for your business to set boundaries on the clients who cross the line.
Setting Boundaries with Clients
Setting boundaries is nothing but drawing a line between what is and what is not acceptable. Boundaries are there to protect you from physical and emotional damage and are a necessary part of life: boundaries are non-negotiable.
While it is true that clients and customers alike are paying you to provide a product or service (or both), paying for your services does not mean they can do whatever they want. Understanding you need boundaries is the first step toward establishing a healthier client relationship: obviously, a business with no clients is no business, but compromising your well-being or integrity is not worth any amount of money.
Setting boundaries doesn’t mean you will STRAIGHT say no or reject what clients and customers have to say; instead, it’s about creating a framework that fosters mutual respect and a positive working relationship: it all starts with setting expectations.
Communicating Clearly: Setting the Right Expectations.
Without communication, boundaries CAN’T exist. If others do not know what to expect from you and what your limits are, they can’t understand your boundaries.
As a business, it is important to outline expectations either during the onboarding process (if a service) or during the purchase process (if a product). If possible, have those in writing and have your clients acknowledge them before starting your service or selling them your product: clearly define the scope of work, project timelines, and the channels through which communication will take place, and provide terms, conditions, and policies (like your cancellation or refund policies). Being all on the same page from the beginning helps to prevent misunderstandings.
Of course, communication is not one-sided: encourage open communication. Let your clients know they can express their needs and concerns but within the agreed-upon parameters. Regular check-ins and progress updates can also contribute to a transparent and collaborative environment. Maintaining an open dialogue will create an atmosphere where clients feel heard without compromising your professional boundaries.
Saying “NO” is acceptable
Legally (at least in the US) a business can refuse service to someone as long as it is not in a discriminatory way. As challenging as saying no to a client can be, there are instances where saying no is not only acceptable but necessary: Whether it’s an unrealistic deadline, scope creep, or a request that goes against your principles, a firm but polite “no” is a powerful tool.
Of course, saying “no” is not necessarily a rejection: it’s a redirection. Use the opportunity to find a solution that aligns with both parties’ expectations – offer alternatives and solutions rather than saying “no” and “bye”. Setting a clear boundary can also be a way to demonstrate your commitment to delivering quality work within ethical standards.
As an important final note: boundaries are not static. Nothing in life is. Adjust your boundaries according to your circumstances and needs and do not be afraid of communicating changes to your clients and prospects. You are not looking to create a rigid barrier, but to foster healthy and respectful relationships with clear expectations, open communication, and a positive and collaborative atmosphere.
Prioritize YOU. If you are NOT OK you can’t do a good job.
