Creating Client Boundaries // A Guide for Design Agencies

Establishing clear client boundaries is essential for maintaining healthy and productive relationships as a design agency.

While it's essential to deliver exceptional service and meet client needs, it's equally crucial to establish boundaries that protect your time, resources, and creative integrity. But if you’re anything like most people, you will know that putting boundaries in place isn’t always easy… So check out these five tips and implement them into your business ASAP. You can thank us later!

Set Clear Expectations from the Start.

During the initial client onboarding process, clearly communicate your agency's working hours, preferred modes of communication, and response times. Define project timelines and milestones, and establish realistic expectations for deliverables.

And we cannot stress this enough… Have it in writing! All of this information needs to be laid out in the onboarding contract. Providing a clear overview of your agency's policies and processes upfront helps manage client expectations and avoids potential misunderstandings down the line. And if any discrepancies should arise, you are protected by the signed onboarding contract that provides a detailed description of what the client could expect.

Define Scope and Limitations.

Clearly define the scope of work for each project. Outline what falls within the agreed-upon scope and what constitutes additional work that may require separate agreements or fees. This ensures that both parties clearly understand what is included in the project and helps avoid scope creep. And again, be sure to have it in writing and signed by the client!

Remember- if an extra project should arise outside of the agreed-upon scope, be sure to inform the client that you are able to complete the task but at an extra cost BEFORE you get to work. Refer back to the contract if needed to help remind them of what is included in the initial agreement. Open communication will help deter any surprises when it comes to extra costs. By setting limitations, you protect your agency from excessive demands that can compromise quality and efficiency.

Communicate Boundaries with Politeness and Confidence.

Communication is KEY! When discussing boundaries with clients, do so with professionalism, politeness, and confidence. Clearly articulate the reasons behind your boundaries and emphasize how they benefit both parties. Be prepared to explain the potential consequences of overstepping boundaries, such as delays in project timelines or compromised deliverables. Effective communication helps foster respect and understanding between your agency and clients.

Establish a Communication Protocol.

Have you ever had a client that sends you a message via Instagram? And then Facebook? And then possibly an email followed up by a text message all within 30 minutes? And if you don’t respond within an hour, they even start calling you?

Thanks to cell phones, the internet, email, etc., we are living in a time when people expect an immediate response. But that doesn’t have to be YOUR reality when it comes to business. Pick a set schedule that works for you and your agency, and be sure to let your clients know when they can expect a response. It’s ok to let them know that it may take you 24 hours to get back to them. Or that you do not check emails on the weekend.

Not only are schedules important, but also letting your clients know the best way to contact you! By setting communication boundaries, you prevent clients from contacting you outside of agreed-upon hours or inundating you with constant requests on all of your platforms. A structured communication process allows for better organization and productivity.

Prioritize Your Agency's Well-being.

Creating client boundaries also means prioritizing your agency's well-being. Avoid taking on projects that stretch your resources too thin or compromise your creative vision. Learn to say "no" when necessary, and be selective about the clients and projects you take on. By focusing on quality over quantity, you can maintain a high level of service and deliver exceptional results.

We have a motto at Fierce Decorum- “If it’s not a F$%#, YES, then it’s a F$%#, NO.” Your time and energy are valuable, so learning to say NO to the projects that are going to drain both will be a game changer.

So what’s the takeaway? Creating client boundaries is essential to running a successful design agency!!!

Remember, boundaries are not about restricting clients but rather about ensuring mutual respect, efficient workflows, and maintaining the integrity of your agency's work. By establishing and enforcing boundaries, you can create a positive and sustainable environment that benefits both your agency and your clients.