Instant communication is a dream come true in a lot of ways. What more could we really ask for than communication platforms that make it possible to connect basically anytime and anywhere? But whether your customers prefer texting, phone calls, or even email, setting communication boundaries remains important.
Yes, being available to answer questions is great. But you know what else is great?
- Not having to worry about replying to messages at all hours of the night
- Not feeling guilty about taking needed time away from work for other responsibilities
- Not suffering from debilitating burnout because you’re constantly available
Setting boundaries with your small business communication starts the same way you would set other boundaries. You need to identify your limits, pay attention to your feelings, and give yourself permission to set boundaries in the first place.
Identify Your Limits
One of the communication boundaries I haven’t regret yet in 6+ years is my availability after work. When I leave work for the day, I leave work. My coworkers know they can text me if they really need to. They also know I won’t guarantee an answer until the next business day.
Any small business owner can set a similar boundary that suits their schedule and needs. As much as you may think it’s necessary, staying available all the time can actually hurt your business growth. This is mainly because you won’t be able to sustain this communication long-term.
Make it clear to your coworkers or employees that you will have “off” hours and that unless it’s an emergency you won’t be answering messages. Some people may need:
- quiet evenings at home
- uninterrupted afternoon hours
- one free weekend day
- dedicated lunch times
It’s up to you to decide on the hours and duration you’ll be unavailable. Use automation to your benefit during these times. With webchat, drip campaigns, and auto-replies, Skipio customers still stay connected without actually working.
If you do personally text with clients or customers, make them aware as well. In theory it sounds great to be as accommodating as possible and always remain available; however, you may quickly find how limiting it actually is to be at the beck and call of all your customers.
Pay Attention to Potential Burnout Experiences
As a small business owner you probably feel like you have to do it all. You’re not alone in that feeling. But if you let yourself become overwhelmed by your communication with leads and customers, you won’t have the energy or resources to actually grow your business.
Reflect on past experiences to figure out what boundaries you need to set. You’ll likely start seeing patterns. If…
- answering texts well into the night is interrupting your sleep schedule and your ability to function the next day, you need a boundary.
- you feel extreme guilt after you don’t immediately reply to a text, you need a boundary.
- someone not immediately replying to your messages makes you upset, you need a boundary.
Constantly grinding and working in your business makes it impossible for you to work on your business.
Give Yourself Permission to Set Boundaries
Getting started setting boundaries is honestly the hardest part. Most of us already know how we could better balance our lives, but it’s scary to make a change, especially if you think it could hurt your business.
Just remember that you’re not completely cutting off contact. You’re limiting your communication time or availability, which should ultimately help you help the business even more. If you feel like you need permission, this is it.
You know yourself best, and you should also know your business best. Don’t let other people dictate what you will or won’t do. Be reasonable with your expectations and you’ll avoid most problems making a transition to your new boundaries.
Keep in mind that not all boundaries will be completely personal or specific to you but could instead be boundaries for the business as a whole.
Besides availability hours, you may want to set boundaries related to:
- topics you’re willing to discuss with employees or customers (to maintain a certain level of professionalism)
- the number of people at work allowed to communicate with customers/clients via text or social media (to decrease the possibility of miscommunication)
- devices/platforms your business uses to communicate (to ensure you’re not losing customers or conversations on employees’ personal phones)
This post was originally published January 24, 2019. It was most recently updated on November 5, 2024 and focuses more heavily on situations with small business owners. Sections were updated to include advice for avoiding overwhelming communication.