Comments on: Can We Be Helpful AND Scale? http://www.suzemuse.com/2010/03/can-we-be-helpful-and-scale/ Wed, 08 Sep 2010 02:28:21 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: David Carroll http://www.suzemuse.com/2010/03/can-we-be-helpful-and-scale/comment-page-1/#comment-1323 David Carroll Thu, 04 Mar 2010 15:49:58 +0000 http://www.suzemuse.com/?p=2030#comment-1323 I think it is important to set access guidelines for your clients and strictly and fairly enforce them. They don't need to be overly restrictive. Try to strike a balance so that you can have an efficient work-flow, and your clients feel that they are being well served. This is the same as the got-too-much-email-can't-get-any-work-done problem. If you inadvertently train your clients into thinking they can access you 24/7 and get an instant response, then they will. That's your fault. An alternative would be to say: You can call/email me anytime you want but I will respond during my email/voicemail answering period of 8-11 am M-F. If it's a complicated issue then I will be longer or we can book an appointment. If it's a fire then you respond more quickly. You lay this out to the client at the beginning of the relationship. This is how lawyers, accountants and other service professionals operate. A little discipline also helps with tracking and billing your hours. As a solo private practitioner you may feel that being more accessible distinguishes you from bigger firms. It does, but your clients will appreciate it more if you don't burn yourself out and go bankrupt. I think it is important to set access guidelines for your clients and strictly and fairly enforce them. They don’t need to be overly restrictive. Try to strike a balance so that you can have an efficient work-flow, and your clients feel that they are being well served.

This is the same as the got-too-much-email-can’t-get-any-work-done problem. If you inadvertently train your clients into thinking they can access you 24/7 and get an instant response, then they will. That’s your fault.

An alternative would be to say: You can call/email me anytime you want but I will respond during my email/voicemail answering period of 8-11 am M-F. If it’s a complicated issue then I will be longer or we can book an appointment. If it’s a fire then you respond more quickly. You lay this out to the client at the beginning of the relationship.

This is how lawyers, accountants and other service professionals operate. A little discipline also helps with tracking and billing your hours.

As a solo private practitioner you may feel that being more accessible distinguishes you from bigger firms. It does, but your clients will appreciate it more if you don’t burn yourself out and go bankrupt.

]]> By: Becky McCray http://www.suzemuse.com/2010/03/can-we-be-helpful-and-scale/comment-page-1/#comment-1321 Becky McCray Thu, 04 Mar 2010 13:43:45 +0000 http://www.suzemuse.com/?p=2030#comment-1321 You're getting really, really close to the answer, I think. But it isn't just mutual aid. There's a key piece here that's missing. And I wish I knew exactly what it was! One piece to expand on is the setting of limits. Even the open-door policy boss wasn't available 24/7. There were structured ways, rules and expectations. You’re getting really, really close to the answer, I think. But it isn’t just mutual aid. There’s a key piece here that’s missing. And I wish I knew exactly what it was!

One piece to expand on is the setting of limits. Even the open-door policy boss wasn’t available 24/7. There were structured ways, rules and expectations.

]]>