Setting Boundaries With Customers On Response Times

Boundaries. Do you ever not reply to a client the same day just to let them know you’re not at their beck and call? There are situations when that’s the best thing to do. For example, when you have already told them to expect that kind of delay. If you have set days when you reply or a 48-hour reply window, then that’s fine. But if you havent laid that out really, really clearly, it’s not. Boundaries should not be invisible fences your client has to bump into to find out where they are. I have a coaching client who does this wonderfully well. They provide their clients with a clear and easy to understand page telling them how they can contact them and what to expect by way of replies. And they do this before the contract is signed so the client is onboard right from the giddy up. Do you have a PDF/email or whatever that details how to contact you and your reply policy? If not, it’s well worth the 30 minutes to write and polish it. And your clients will thank you for the clarity.

It's time to stop the instant-response habit. 🛑 If you’re treating every email, ping, and request like a fire drill, we need to talk. I get it. Being responsive is part of the job. But constantly dropping everything to respond instantly isn’t just unsustainable. It’s a message. And not the one you want to consistently send. When you always reply the second a message comes in, you’re reinforcing the idea that: 🚨 Your time is always available. 🚨 Your boundaries are flexible. 🚨 Your focus isn’t your priority. Strategic assistants operate with intention. And that means not letting other people’s urgency dictate your every move. Consider this: 1️⃣ Your Time Is Valuable. Start Acting Like It When you respond instantly to everything, you’re training people to believe their urgency is your urgency. Not everything is urgent. (even though I once had an executive tell me everything is urgent (insert side eye). If you don’t respect your time, no one else will. 🔹 Strategic play: Prioritize requests based on impact, not just speed. Just because someone wants an answer now doesn’t mean they need it now. 2️⃣ You Set the Standard for How People Treat You If you’re always immediately available, you’re telling people that your time is always up for grabs. That makes it easier for them to interrupt your workflow and harder for you to protect your priorities. 🔹 Strategic play: Control your response time. If something is truly urgent, there are proper channels for escalation. Everything else? It can wait. 3️⃣ Boundaries Are a Form of Self-Respect Great assistants solve problems, optimize processes, and anticipate needs. But when you’re always reacting, you’re never giving yourself the space to work at your highest level. 🔹 Strategic play: Block uninterrupted focus time on your calendar. Treat it like a meeting - because it is. If you’re always in response mode, you’re never in strategy mode. 4️⃣ Urgency Culture is a Choice. Stop Feeding It If you respond instantly, you’re reinforcing the idea that everything is top priority, which is rarely true. A constant state of urgency is a sign of poor workflow management. 🔹 Strategic play: Set clear expectations. Communicate your response times so people know what to expect. 5️⃣ Energy Management is Just as Important as Time Management Constantly shifting gears to answer emails drains your mental energy. You need to focus. The strongest assistants know that managing their energy is key to sustaining high performance. 🔹 Strategic play: Batch your email responses. Checking emails at set times throughout the day keeps you in control and prevents constant distractions. Bottom Line? Instant Responses ≠ High Value Being the fastest doesn’t automatically equate to being effective. So how do you manage the pressure to respond instantly? Drop your best strategies in the comments! #evolvedassistant #administrativeassistant #executivesupport #administrativeprofessional #executiveassistant

Consulting will break you if you let it. This job market is wild right now. Layoffs, pivots, career changes. A lot of folks are jumping into consulting—and I love that for you. But I also want to keep it real with you. One of the fastest ways to burn out? Client emergencies. They’ll hit your phone like “URGENT” They’ll call three times in a row. They’ll email, Slack, text, and send smoke signals. Because in their mind? You’re their only priority. But here’s the thing: their emergency is not automatically your emergency. You’re a consultant. Not a firefighter. (And even firefighters get rest.) Here’s how to manage it before it drains the life out of you: 🟢 Communicate clearly. If you’re not available, say so. Calmly. With context. Ex. “I’m taking my kid to school and then heading into another client meeting. I’ll be able to look into this in an hour.” 🟢Give them something to do. Don’t leave them spinning in panic. Involve them in the solution. Ex. “Try reaching out to the manager to triage. Let leadership know we’re bringing in the team to strategize options.” 🟢Stay cool. You can validate the sense of urgency without absorbing the chaos. Acknowledge the urgency without getting frustrated yourself. Ex. “I get how important this is. If this doesn’t happen today, you could lose funding. We’re going to get it handled.” And most importantly You’re no good to any client if you’re constantly running on fumes. This life takes boundaries, not just strategy. Consulting can give you freedom, but only if you protect your energy while you're out here trying to save the day. (P.S. – None of this is about my clients, ya’ll are great 😁)