To Answer or Not? How to Set Boundaries With Clients

In a profession built on relationships, how do you set boundaries with clients? It can feel almost impossible to switch off when clients call outside of hours or blur professional lines. Rachel Cise explores how Learning and Development practitioners and salespeople alike can set those boundaries without sacrificing trust or connection.

It’s midnight. Your phone buzzes. The screen lights up with a client’s name. You hesitate. Do you pick up? Do you let it ring? That moment of hesitation captures a dilemma many of us face: how do you handle clients who reach out after hours, on holidays, or even cross into conversations that feel a little too personal?

Why Setting Client Boundaries Matters

L&D is a people profession at heart. We build trust, nurture relationships, and pride ourselves on being approachable. That “people person” quality is part of what makes us effective. The flip side? It can make it much harder to say no. We want to help, we want to be there, and we don’t want to damage the relationship.

But here’s the catch.

Every time you answer outside your normal hours, you’re setting a precedent. Before long, that midnight buzz isn’t the exception. It’s the expectation. And once boundaries start to blur, burnout isn’t far behind.

Boundaries aren’t walls. They’re more like guide rails that keep both you and your clients on track. They help you protect your focus and energy, and they signal to clients that your time is valuable.

Set the Rules Before You Need Them

It’s much easier to prevent a problem than to fix one. That’s why it helps to set client boundaries from the very start. Be clear about when and how you’re available:

• Do you take calls after 6 p.m.?
• Do you prefer email for project updates?
• Do you guarantee responses within 24 hours?

You can put these boundaries in contracts, welcome documents, even in your email signature. The more visible they are, the less awkward it is when you have to remind someone.

Be Diplomatic, Not Dismissive

Of course, clients don’t always stay within the lines. When they do reach out at inconvenient times, a firm but kind response works best. Instead of a blunt “no,” try something like, “I can’t take this now, but I’d be glad to speak tomorrow morning.”

This approach, which Forbes calls the “thank you, no,” keeps the relationship intact while still protecting your time. And notice the phrasing: it’s about offering an alternative, not just shutting a door.

Another tip? Use “I” statements. “I’m not available right now” is stronger and more respectful than “You shouldn’t call me this late.” Skip the over-apologies. A simple “Thanks for understanding” goes a long way.

Decide Where The Boundaries Are

Not all requests are equal. Some things deserve a hard line. Maybe it’s calls on holidays. Maybe it’s conversations that drift into personal or inappropriate territory. Whatever it is for you, decide where your non-negotiables are, and stick to them.

Consistency is Key

Here’s where it gets tricky. If you sometimes give in, you’re teaching clients to keep pushing. That “just this once” response becomes an open invitation. Consistency may feel uncomfortable at first, but it’s what makes your boundaries believable.

Handling Pushback

Yes, some clients won’t love it. When that happens, stay calm. Point back to the communication norms you set up earlier. Reinforce that it’s not about shutting them out but about keeping the working relationship healthy.

In the end, the real question isn’t “to answer or not to answer.” The question is: how do you want your professional relationships to look a year from now? If you want respect, balance, and energy for the long haul, it starts with drawing the line today.

Interested in re-establishing your client boundaries with one of our experts? Get in touch