You want to be there for your clients. You want to go above and beyond. You want to be so valuable to them that they use you for the next ten years. But that doesn’t mean you need to immediately answer that email they sent you at 6 a.m. on a Sunday. Or if you do answer that email, your clients need to realise this is above and beyond by knowing there was a boundary to cross in the first place.

You can’t just imply a boundary, or hint at it, you need to say it. Or better, get it in writing. Here’s exactly what you need to say and when.