Well, it does now 😏

I’ve been talking a ton about working with clients lately because, let’s be honest, it’s what keeps the lights on for us as service providers! The most seamless, smooth client projects have one thing in common – clear boundaries and easy-to-follow structure. BTW, I created a three-part, self-paced workshop covering this because it is TRANSFORMATIVE to the way you work with clients, check it out here 😉

This client boundaries guide walks through how to build airtight project management processes into your biz that reinforce your boundaries, empower your clients to show up as collaborators and ensure this project is a success for both of you.

Trust me, building boundaries into your project management process will free up so much of your time and energy to show up as the creative visionary you are and deliver portfolio-worthy projects your clients will love because they actually helped you deliver the project of their dreams.

Set the Stage with Intentional Onboarding

Onboarding is your chance to welcome your clients in to working with you, gather important info and take care of logistics before you start working on the project. This is the time to answer questions for your client and give them clear instructions on their role in the project and what they can expect from you.

Here’s how to be intentional about starting the project off strong:

1. Welcome clients into your process: Show your clients how to access and navigate the project workspace. Give them a warm welcome into the project space to make them comfortable using the workspace and cut down on them falling out of the process and resorting to less than ideal methods of communication.
2. Set clear communication boundaries: Specify the best ways to communicate with you and stick to them. Whether it’s via email, a messaging app, or scheduled calls, be clear about when and where project communication should happen to keep the comms channel streamlined and easy to track.
3. Double down on the project scope: Revisit the services and objectives from the contract. Be explicit about what you will deliver and when, so there’s no room for confusion. In the event of special requests, don’t hesitate to refer back to the contract or your process to avoid out of scope work. Remember, you’re the expert here, sometimes you have to remind clients of what the objective is and help them trust you to do what needs to be done.
4. Provide clear action items: Provide any additional questionnaires, booking links, and outline any other tasks they need to take care of before you start rendering services. Remember to provide context for the value of the info you’re collecting and set exact deadlines to keep the project on track and help your client understand the big-picture vision for the process.

Supportive Systems = Empowered Clients

Empowering your clients means setting clear expectations for the container, clarifying both your and their role in the project and giving them the info they need to be project collaborators instead of anxious bystanders. You’re the expert in the room, it’s your job to tell them how to make this project everything they want and more and show up as the creative visionary.

Here’s how to make it happen:

• Delegate roles with clarity and confidence: Clearly define their role so they don’t feel lost. This keeps them engaged and reduces unnecessary questions.
• Stay in your zone of genius: By using your process to support you in executing the small tasks and keeping your clients updated and in the know, you can focus on ideating and executing the project instead of getting lost in the weeds with logistics, questions and remembering to do everything.
• Set realistic and exciting expectations: Curate the client experience based on the project objectives, so there’s no guesswork involved.
• Collect the info you need early: Gather necessary information from clients before it’s needed to avoid delays.
• Share the big-picture vision: Your project workspace should provide a roadmap before and during the project, outlining the stages of the project, roles and responsibilities and important deadlines to set the right expectations and keep clients in the loop as far as HOW the sausage gets made.

Build Boundaries into Your Project Management Process

Now that you’ve established boundaries and expectations during the onboarding process, it’s time to reinforce them throughout the project. Use your project management process to reinforce your project boundaries and keep you and your client sailing towards a stunning final delivery. Your project management process should help clients understand and trust your process and make working together easier overall.

Here are four ways to make sure your process does just that:

1. Reinforce communication boundaries: Remind your clients that communication will switch over to a messaging app or project management tool, if needed. Don’t forget to provide log in details and access to the space! Make it easy for them to transition to the new communication platform.
2. Send a beefy kick off email: I recommend delivering all important project info in a straightforward email once your project kickoff event has occurred, whether it’s getting paid, having a call, etc. This message is where you’ll want to outline what comes next in the project, share access to the project workspace, drop any additional call links and share files. If you prefer another communication method, include a link and make it clear this is the last email until the project ends.
3. Keep it simple, hottie: Look at your process from an outsider’s perspective. Fill in any blanks that might confuse clients and be thorough and clear in your messaging. The less room there is for interpretation, the fewer questions your clients will have and the more empowered they’ll feel to take action. If you use a specific platform, share a walkthrough or or helpful tutorial links to make it easy for them to get started.
4. Don’t be a doormat: If clients don’t use your system, have a quick email template ready to send that will guide them back on track with basic instructions. If they have specific issues, troubleshoot and note these for future improvements. Make sure you double down on the value and purpose of your process. Remind them that this is the tried and true way to stay on top of the project and sticking to the system is beneficial for both of you.

Answer the Big Three

When you talk to clients during a project, your messages should always answer three key questions:

• WHAT are they doing?
• WHY are they doing it?
• HOW do they do it?

For example, compare these two messages:

Vague Message:

“Hey NAME, 

Your first draft is ready for you in PLATFORM, let me know what you think and I’ll make updates when you’re done.

YOUR NAME”

Clear Message:

“Hey NAME, 

The first draft of PROJECT TYPE is ready for you in PLATFORM. Here’s where you can get in PLATFORM and leave comments on the file. Please make any comments on the file by DATE to ensure that I’m able to make updates based on your suggestions and move forward with the final project. I’m especially looking for your feedback on SPECIFIC ELEMENT, your input on that will help me craft the final results to best suit your needs. 

If I don’t see comments on the file in PLATFORM from you by DATE, I’ll check in with you via COMMUNICATION CHANNEL. 

Let me know if you have any questions or trouble accessing the file in PLATFORM. 

Thanks, 

YOUR NAME”

The second message clearly states the call to action, makes a request for specific input, sets a communication expectation, and gives a quick reminder of why this task is relevant and required within the timeframe. While your messages don’t have to be this formal, they should always answer those big three questions. This level of clarity will save you a lot of back and forth messaging.

By answering the big three in your client communication, you’re making sure to communicate clearly by prioritizing the most important and relevant info in your messaging. That means maximizing clarity and doubling down on roles and expectations to keep both of you on task to get killer project results in the long run.

Keep This Thing Collaborative!

Encouraging client involvement and input doesn’t mean opening the door for unnecessary feedback or micromanagement. It can be as simple as sending updates or reminders to get in the project management platform to see the status of the project and share necessary input. You;re the creative visionary in the project, but following this guide helps your clients step into the spotlight, too. When you apply these tactics, make sure to do the following to keep the communication channel open and honest between you and your clients

• Double down on roles and responsibilities: Reinforce your expectations for your clients with your messaging and keep them aware of any changes or progress in your respective task lists. This is where you really build client trust and buy-in because you’re including them in the process and giving them a front row seat to see how you’re bringing their vision for their biz to life in real time. Instead of fielding out of scope requests or chasing them down for feedback, you have a system in place that they want to engage in and you’re empowering with the means to actually get involved.
• Feedback is like gold: Make your clients feel seen and heard. This doesn’t have to be a huge action—just a line or two in your regular messaging to let them know the door is open for their input and you’re there to support them. Also, feel free to include a short feedback request form in your offboarding process to get input that can help you perfect your process over time.

Building boundaries into your client management system isn’t just about protecting your time and sanity; it’s about creating a seamless, professional experience that clients will appreciate and respect. Trust me, your future self (and your clients) will thank you!

Wanna reinforce and strategize your client boundaries on an even deeper level? Check out the pre-recorded workshop, The Passion Driven Process to learn exactly how to build a streamlined client experience that converts aligned leads, builds client trust, and lands you tons of referrals. What are you waiting for? Learn more and start watching here!