The Client is NOT Always Right: How to Set Boundaries Without Losing Business

Let’s get one thing straight: the old adage “the customer is always right” is a load of bullsh*t. It’s a relic from a bygone era when businesses held all the power. Today, in a world saturated with options, the power dynamic has shifted. Clients can be demanding, entitled, and downright delusional. And as a service provider, you have a right – nay, a responsibility – to push back. The trick? Doing it professionally, without turning clients into enemies.

This isn’t about being a jerk or disrespecting the people who pay your bills. It’s about recognizing your own worth, protecting your time and energy, and building a sustainable business based on mutual respect. It’s about understanding that sometimes, the best thing you can do for both yourself and your client is to say “no.”

Why is this so hard? We’ve been conditioned to believe that saying “no” is a death sentence, that it will inevitably lead to lost business and a tarnished reputation. But the truth is, setting boundaries can actually strengthen client relationships, creating a foundation of trust and respect.

I’ve had to learn this lesson the hard way. I remember when my cousin, Deepti, started her freelance writing business a few years ago. She was eager to please, terrified of losing clients, and willing to bend over backward to accommodate every ridiculous request.

Her clients walked all over her. They demanded endless revisions, expected her to work around the clock, and routinely lowballed her rates. Deepti was burned out, resentful, and on the verge of quitting. It wasn’t a business; it was a form of self-torture.

Then, Deepti met a mentor, an older writer named Mr. Bose, who gave her some tough love: “Deepti,” he said, “you are not a doormat. You are a skilled professional, and your time is valuable. Start acting like it.”

That was the turning point. Deepti started setting boundaries, and she started pushing back on unreasonable demands. She lost a few clients along the way, but she gained something far more valuable: her sanity and her self-respect.

Here are some strategies for setting boundaries with clients without losing business:

1. Know Your Worth: This is the foundation of all boundary-setting. Understand your skills, your experience, and your value in the marketplace. Research your competition, calculate your costs, and determine a fair rate for your services. Don’t be afraid to charge what you’re worth.
2. Communicate Clearly: Be upfront about your policies, your availability, and your boundaries. Don’t wait for problems to arise. Proactively communicate your expectations to clients from the outset. Use clear, concise language, and avoid ambiguity.
3. Set Realistic Expectations: Don’t overpromise and underdeliver. Be honest about what you can realistically achieve within a given timeframe and budget. If a client’s expectations are unrealistic, gently push back and offer alternative solutions.
4. Say “No” Gracefully: Learn to say “no” without feeling guilty. Frame your refusal in a positive light, emphasizing what you can do rather than what you can’t. Offer alternatives, and be willing to refer the client to another professional if necessary.
5. Document Everything: Keep a detailed record of all communication with clients, including emails, phone calls, and meeting notes. This documentation can be invaluable if disputes arise.
6. Enforce Your Boundaries: Don’t let clients violate your boundaries without consequence. If a client repeatedly ignores your policies or makes unreasonable demands, be prepared to take action. This might involve a stern conversation, a revised contract, or even terminating the relationship.
7. Trust Your Gut: If something feels wrong, it probably is. If a client makes you feel uncomfortable, disrespected, or taken advantage of, don’t hesitate to walk away. Your mental health and well-being are more important than any single client.

Story #2: The Case of the Never-Ending Revisions

I had a client once, we’ll call him Mr. Sharma, who was a nightmare when it came to revisions. Every project was a never-ending cycle of changes, tweaks, and nitpicking. He would demand revisions weeks after the project was completed, and he would always find something new to complain about.

I tried everything to please him. I offered unlimited revisions, I bent over backward to accommodate his requests, and I even lowered my rates. Nothing worked. He was a bottomless pit of dissatisfaction.

Finally, I had enough. I sat down with Mr. Sharma and had a frank conversation. I explained that I was happy to make reasonable revisions, but that his constant changes were exceeding the scope of the original agreement. I offered him two options: pay an hourly rate for additional revisions, or terminate the project.

Mr. Sharma was initially resistant, but he eventually agreed to pay the hourly rate. The revisions stopped almost immediately. He realized that his constant nitpicking was costing him money, and he suddenly became much more satisfied with the work.

This situation taught me a valuable lesson: sometimes, clients need a financial incentive to respect your boundaries.

The Delicate Art of Professional Pushback

Pushing back against unreasonable demands is a delicate art, requiring a combination of assertiveness, diplomacy, and emotional intelligence. It’s not about being confrontational, but about being firm and respectful.

Here are some phrases you can use to push back professionally:

• “I understand your perspective, but…”
• “I’m happy to help, but that falls outside the scope of our agreement…”
• “I’m currently booked solid for the next few weeks, but I can offer…”
• “That’s not something I specialize in, but I can refer you to…”
• “I appreciate your feedback, but I’m confident in my expertise…”
• “I want to make sure I understand what you want properly. Could you clarify exactly what you want from this?”
• “I’m happy to give you great results. But to reach that outcome I would prefer to work on this element instead.”

Story #3: The Freelancer Who Said “No” to a Discount

I recently spoke with Ravi, a talented graphic designer from Chennai, who had a client ask for a significant discount on a large project. Ravi knew his worth, and he knew that his rates were already competitive.

He responded to the client with a polite but firm email, explaining that he was unable to offer a discount. He highlighted his skills, his experience, and the value he would bring to the project. He also offered to break the project into smaller phases, allowing the client to pay in installments.

The client was initially disappointed, but he ultimately respected Ravi’s position. He recognized Ravi’s value, and he agreed to pay the full rate. The project was a success, and Ravi earned the client’s long-term loyalty.

This story illustrates the power of confidence and self-respect. When you believe in your value, clients are more likely to believe in it too.

When to Fire a Client (and How to Do It)

Sometimes, despite your best efforts, a client relationship becomes toxic and unsustainable. In these situations, the best option may be to fire the client.

Firing a client is never easy, but it’s often necessary to protect your business and your sanity. Here are some signs that it’s time to cut ties:

• The client is consistently disrespectful, abusive, or demanding.
• The client refuses to pay on time or disputes invoices.
• The client repeatedly violates your boundaries.
• The client is constantly changing the scope of the project.
• The client is draining your time and energy, preventing you from focusing on other clients.

When firing a client, be professional, courteous, and clear. Provide a written notice, explain your reasons for terminating the relationship, and offer to help the client find a replacement. Resist the urge to vent your frustrations or engage in personal attacks. Keep the communication brief and to the point.

As the old saying goes, “Some people are not worth the trouble it takes to hate them.” Don’t waste your time and energy on clients who are toxic, disrespectful, or draining. Focus on building relationships with clients who value your work, respect your boundaries, and appreciate your expertise. This is how you build a thriving, sustainable business.

The goal isn’t to be universally liked. It’s to be respected. The same goes for clients. The client is not always right. In fact, sometimes the client is dead wrong. It is time to take some initiative and take a leap of faith. By not taking a stand, you may be losing a lot of money. By setting boundaries, you can unlock a future. By knowing you can say “no”, you know what is best. As such this all helps you grow.

You need to treat your business like a business, because that is precisely what it is. If you don’t stand for yourself, who will? If you let clients dominate you, you may go broke, and your sanity might be destroyed. All because you were too afraid of taking that step, and protecting yourself. With these tactics, you will be set for a successful venture.

What you should do is be direct. Be fair. Be nice. And be professional. But most importantly, set your boundaries, set your expectations and enforce them without hesitation.
In the words of the great Naval Ravikant: “You must be willing to walk away.” Because you can usually go back.

Here is what you should do now:

1. Reflect on past client relationship: Take some time to journal about past relationships and note areas where you were being stretched
2. Start a new notebook. Dedicate it to boundaries that you would like to enforce.
3. Enforce them tomorrow. With confidence and professionalism.

By taking the steps above, you will be set for a successful venture. So act now!

It will take courage, and discipline, but it is well worth it.

Remember: setting boundaries is not about being difficult; it’s about being professional. It’s about protecting your time, your energy, and your business. It’s about building a sustainable career that allows you to thrive. So, stop being a pushover, and start setting boundaries. You’ll be glad you did.