Despite being off much of this week due to my mom’s visit, clients are still calling and still needing work done. Mind you, I didn’t put an “away” message on my email or phone because I decided I’d check in every evening to see if there was anything critical. In one case, I’d already promised a client I’d handle any revisions in the evenings.
Like lions to the slaughter, clients came in droves the minute I stepped away (I swear they sense my muscles relaxing). This week I’ve had four inquiries and a fifth just came in over the phone. Luckily, I just put Mom back on the train going west. My office is unofficially open this afternoon.
As independent contractors, we should do our best to be available and show clients we’re reliable. But mothers will visit, Internet connections will die, and sometimes we just get all wild and crazy and decide to go on vacation. How do we handle our clients’ needs while getting away when we need to/want to?
Once before a lengthy vacation I did send out an email to my regular clients and to those on the fence yet letting them know two weeks in advance that I’d be out. That email resulted in one job prior to the vaca, one “Have a great time!” note, and one job scheduled for the week just after I got back. It was so much better for the clients that they knew ahead of time instead of bumping into my “Out of Office” auto-response. They were able to plan a bit better. Also, it sent the message that we are contractors, but we’re not always at 24/7 disposal. I found it to be a very nice way of extending a professional courtesy (you don’t have to tell them anything), reinforcing my own boundaries, and allowing them ample time to plan a work-around with me. They need me, but I need them just as much.
When you shut off the computer for a week or so, how do you handle clients and their needs?
It depends on how slow business has been. Last time I went on vacation I said nothing in advance, if someone was offering billable work I wanted to find out about and decide whether to do it while on vacation. I did a couple of small things and begged off something that would have interfered.
Your way makes perfect sense if you’re busy.
I put a “Vacation Alert” in my signature line for two weeks ahead of time. If I’m going somewhere without internet access and/or cell phone reception, I note that in the alert as well. Before I leave, I check in with all active clients to see if there’s anything they need before I head out of town. If technology permits, I’ll check email and phone messages once a day while I’m gone.
I have a small group of clients that I work for all the time. Often I get small e-mail projects daily. So whenever I expect to be gone, I send them an announcement a week or so ahead of time. Last week, I fell and was out of commission for several days. As soon as I could, I sent a message to my regular clients to let them know I wasn’t available.
It would probably be less important if I did discrete projects for a wide range of clients. However, I do lots and lots of small projects for a few clients, and several just want me to handle anything that comes with their Web sites or promotional opportunities. So it’s important they know when they can’t depend on me.
All deadlines are cleared off at least a week before I leave — even if it means working extra hours.
New deadlines are not scheduled for the first days I’m back, but for about a week out.
Regular clients are told ahead of time, so that they can plan (much as you did).
I also build in an extra couple of days in the “away” message. It goes up the day before I leave until the day after I return, to give me some breathing room.
I hear that, Devon! I usually need that first day to recover, regroup, and recommit to the job. 😉
Lillie, those are the clients who need our communication. I’m glad you’re back “in commission” again. 🙂
Eileen, the away message makes sense. I’ll have to start putting that on as you do. Much better to give them fair warning than to surprise them with absence!
Kirk, that’s very true. If you’re busy, it helps to alert them. However, I use it also as a method of reminding clients I’m around and maybe getting them thinking about working on those projects again.