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Setting Boundaries with Clients – for Training Instructors
Expert trainer and behavior counselor Ferdie Yau shared some great tips for working with challenging clients and keeping ourselves healthy by setting boundaries about what we will (and won’t) do.
Take a few moments to watch this video and then chime in: In what areas will you (or do you) set boundaries with clients while training with their dogs?
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12 Replies
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Boundaries can be challenging for me to clearly define and maintain, specifically with long-term clients where our relationship changes and depends.
Perhaps considering what my hard stops are, such as mentioned in this video clip working with potentially dangerous dogs owned by non-compliant clients, could begin to help me create a framework to build on.
Does anyone have written clauses in their contracts about these sorts of parameters, what actions could get a client “fired”, or something similar to at-will employment making it clear that either party can end the relationship at any time?
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I love this topic and I don’t think we mention it enough in the dog training world. On this note, I thought I would throw this out there, I have been having issues with clients constantly bombarding me (multiple times per week) for rescheduling requests. For example, some people do this multiple times per day. It seems like they just sit on their email on their phone and bombard me. It’s so frustrating. If i am being 100% honest, I am so bogged down with stuff at my primary job and I am finding myself burned out and with a lack of time for even the simplest of things. Sorry for the not-so-positive post. But I know this is a safe place.
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@zaneb , I feel for you, and hope you won’t get burned out. Perhaps you can put together a written handout that explains your scheduling/rescheduling policy, as well as what a person can expect as far as your response time to any emails or texts they send, as a non-confrontations way to establish some healthy boundaries.
I’m looking forward to other member input to see how they handle this very important issue.
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Ah @zaneb I feel ya. I remember going through this when I first started my business, and that was before cell phones and email. lol – yes, I’m ancient. Anyway – I carried the lessons I learned then over when I reformatted my technology recently.
1. I got a business line. I respond during business hours and have those clearly stated in my email signature and on contracts.
2. I do not respond outside of business hours. If I only have time to write those replies when outside of business hours, I schedule them to send during business hours to keep consistent.
3. I do not respond outside of business hours. (Bears repeating.) If clients get huffy about it, I am not their trainer. As a very bright leader once taught me: “We train people how to treat us.” Tell them your expectations as a professional, then stick to it. Would your doctor reply to a text at 10pm? I think not.
4. If you plan to allow people to reschedule, set a limit. If I’ve sold a package of sessions, I require that they meet me at the same time/day each week or every other week and let them know I have other clients I’m serving. Some trainers handle this by having an automated software system handling scheduling for them – very smart! That way, you don’t have to be involved in rescheduling at all – just give them access to the link which shows your available times…
Hang in there! The world of dog training need you! Take a breath, recharge and come back to it.
Thanks for sharing – we are a safe place and we are in this together.
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@jenwalker , I was really lucky to find a lawyer who is ALSO a dog trainer to hire when I wanted to create a service agreement. In it, there are clauses about cancellations (what’s allowed and what will cause the lesson to forfeit — though I often waive this at my own discretion), what my obligations are and the fact that there’s no guarantees, dog owner’s obligations, termination clause, media release, etc. (Her rates were very reasonable, too.)
The first handout I send to prospective clients includes info about lesson packages and pricing, and lots of other relevant info. Not only does this save me time, but it also spells stuff out in writing.
I also let clients know texting is not the best form of communication for me. Short texts, in a pinch, are fine, but I direct them to email me instead. People seem to understand better that there may be a small delay in response by email, whereas they may think a text needs a response very quickly.
I’m always fascinated when I meet my clients and observe their behavior. Some of them are so incredibly respectful of my time, while others are always looking for more. I wear a Fitbit that vibrates to let me know when I’m 5 min. away from the end of the lesson, and gently give the client a heads-up if needed.
It took me ages to get more comfortable about setting boundaries. Literally, at first, I had to force myself to say the words, but like anything else, it gets easier with practice. Rehearsing how you might say things in advance can be helpful. Asking friends or family for their input/feedback can help, too.
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Literally, at first, I had to force myself to say the words, but like anything else, it gets easier with practice. Rehearsing how you might say things in advance can be helpful. – Virginia D
Priceless advice, @virginiad – I remember having scripts written down that I would use when I had to have tough conversations. When I started feeling flustered, I’d just look at my script – and stick to it!
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Scripts — genius @programdev !
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Super easy back before everything was a Zoom call. haha – but still, I’ve had notes or outlines or key words propped up next to my camera (I have especially used this when filming teaching segments!) that keep me on track if my neurons flatline in a panic.
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While I often find myself going above and beyond, I’ve had to draw the line at painting anyone’s toenails (human special needs client) and helping her in the bathroom. I wish I was joking, it is not fun to be asked to do these things.
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Oh my goodness, @bernerlabreclectus , that would be absolutely above and beyond. ????
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WOW – Yep – it’s important to know where our boundaries are… and to rehearse saying them.
“I’m not trained in performing home health care.”
“Thanks for your trust, but I’m here to help you with your dog.”
“You have other people who care for you in those ways; I’m the dog trainer.”
Whatever is simple, especially with a special needs case.
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