How do you deal with the need-this-right-now work culture we seem to have in this country? Most of the time, my freelance projects have set deadlines and I work towards those. If my kids get sick or a nanny cancels or I don't get enough sleep enough at night and am less productive during the day, that's all on me and I try to make up the work at other times. (Stressful, but is what it is.) But every now and then, I have clients who want things asap and it's happening more and more. They will send me an email, then a text message 10 minutes later to confirm that I got the email and wanting to set up a call to talk within the hour.
I feel extremely unprofessional saying, "how about we talk in 4 hours?" (ie, after my kids are asleep, since my nanny just left for the day and I have to deal with dinner/bedtime/etc.) or "I won't be able to look at that until x time" (because I happen to be out and about with DS since I don't have childcare today and was not anticipating that you would want to discuss edits/revisions today).
I never, ever, ever blame my kids for something I can't do. I try to keep my responses simple, "I can't talk right now, but I can call you at 3 pm, if that works" or "I don't have access to that file right now, how about I get it to you this evening?" but really, I want to yell, "THIS IS NOT A LIFE OR DEATH MATTER AND I'M 'off' RIGHT NOW."
This is probably more vent than actual advice-seeking. Basically, how do you remain professional, but set hard and fast rules to protect your family time? It seems like no one I know IRL sets those kinds of rules and just has their phone glued to their hand at all times.
Post by barefootcontessa on Mar 27, 2015 8:09:16 GMT -5
I currently do not have clients but in the past I have told them up front that I have multiple responsibilities (which was basically my kids) and need sufficient lead time to finish a project. How long do these telephone calls take? If they are 10 minutes or less I would probably put the kids in another room and take care of the call -- mostly because I do not like having things hanging over my head. I also tried to use email as much as possible. It is hard juggling all these things.
Post by Velar Fricative on Mar 27, 2015 8:13:15 GMT -5
I don't set rules but I'm still new here. I expected when I took this job that it would require some work in the evenings or on weekends but so far it's been limited to reading up on documents after DD goes to bed as well as checking e-mail (and only reading and/or responding if it's urgent). I think this organization is generally pretty good about reaching out during off hours only in an emergency.
To me, it sounds like you're handling things fine and professionally. I wish there wasn't an expectation of NOW NOW NOW at the workplace. There are meetings, there are other projects, etc. and it's not like you're telling them you won't get to it at all; your responses seem reasonable so I would KOKO with such responses. Are they complaining at all about waiting?
Post by jeaniebueller on Mar 27, 2015 8:14:20 GMT -5
Great question. I don't have this issue because my after hours/on call work generally falls during times when my kids don't *need* me so much. BUT my H WFH and constantly deals with this issue. Like Clients calling him at 8pm on a Friday for non emergent situations. He usually either takes the calls or just doesn't answer and calls back at a more convenient time, depending on who it is and what he has going on with them. I don't know the right answer.
We're facing significant cuts in our department and have had several lengthy discussions about managing expectations lately. We're only human and can only get so much done in a day, regardless of kids and outside forces.
I think your responses are fine; if I can't address it at that instant I give an alternate time. Unless it's a suspected emergency, I don't answer phone calls while I'm off. I limit the emails I respond to. The expectation is I will return all calls and emails within 1 business day.
Honestly though, I've had some discussions with people about how, just like in their lives, a work/life balance is important to me. I'm not available 24/7/365. There are certain people I've built enough of a relationship with though that I can have those conversations. Others, as relationships begin, the expectation is set from the beginning.
Take the above with a grain of salt though since I don't have money-paying clients
You have a small business / freelance problem, not a working mom problem. I work my hours and leave. No one contacts me when I leave. I don't have a work phone. There are no emergencies in sewer and water design for future neighborhoods.
Setting boundaries is up to you and you do risk clients using someone without them
Post by badtzmaru22 on Mar 27, 2015 8:24:40 GMT -5
I think you're handling it just fine. What if you were in a meeting or something instead of with your kids? The client shouldn't expect you to just be sitting around waiting on his/her call, and I think it's completely appropriate to let it go to voicemail or ask to talk at X time.
My job isn't really like this- I have very strict deadlines, but I don't have a lot of client interaction. And 99% of the time, I'm DONE for the day when I walk out the door. I could do what I do freelance, but one of the reasons I prefer agency work is because there is more of a distinction between off and on times, and there wouldn't be if I worked for myself. But I totally get what you're saying about expectations. I hope you can find a balance again.
It sounds like you are doing a great job! I like @simpledog 's suggestion of acknowledging emails (not sure that you aren't doing that already).
I struggle with work boundaries and perpetually feeling like I need to do everything right now. Ive had to train (desensitize?) myself over time to accept that I'm going to feel like this and let it go as much as I can. I know that even I follow up with people quickly after I've sent an assignment just so I can get it off my desk not because it was critically important.
Post by redheadbaker on Mar 27, 2015 8:37:11 GMT -5
I'm a graphic designer, and when I take on clients, I give them a set of expectations ahead of time -- I need 4 business hours to complete a "spin" (taking an old file and revising it), 8 hours for rebranding, etc. When they start asking for things immediately (which they always do), I refer them to those timing guidelines.
I often do reply to non urgent emails immediately just to confirm receipt. If it's dinner time I'll write something like "hi client, got your email. Will check on that in X time when I have access to my computer" (obviously a bit more formal wording). Fortunately I haven't run into any clients or agencies yet that don't understand I'm not at a desk 24/7.
I think your responses are fine/professional. Are they giving you negative feedback about having to wait a couple hours to connect with you?
They're not, but a) I over-think everything and b) it keeps happening, which makes me wonder whether it's all our "need-everything-right-now" society or whether part of it is that I'm not responding appropriately/doing a good enough job of setting boundaries.
I appreciate the suggestions above. And @simpledog, to answer your question, the timing of the requests for contact vary. Sometimes it's 6:30 pm, which I don't consider "business" hours, but rather, "my children are hangry" hours, and sometimes, yes, it's during the day, but when I don't have childcare. If I'm home, I deal. If I'm out and about, I'd rather not try to have a work conversation until I am back home and able to really look at/focus on the documents we're discussing.
I don't have a "unicorn job in commie land", thanks. Why are you so abrasive all the time?
My point was that when it's YOUR business, you choose how to deal with it and you deal with the consequences. If you're a worker bee, you do as you're told. If you're told to ignore calls and let them go to voicemail, that's valid. If you're told to ask "how high?" when ever someone says jump, you better do that.
As a freelancer, if you choose to defer calls and emails for several hours, you do risk losing some (unreasonable) clients. That may be good or that may be very bad. It's up to Anna to decide her boundaries, communicate them, and accept that losing some highly demanding clients might be a good thing.
What I find amusing is that some needy clients actually disappear without a trace in the middle of urgent work only to pop up later with another emergency. I think it's probably just the way their organizations operate. They are lacking planning, thinking things through, etc.
Ack, THIS! I can almost guarantee who will call me at some random, "off" hour, and call again within 15 minutes if I don't pick up the first time.
I also do freelance/contract work and I deal with this often. When I signed on with my organization we had a verbal understanding that my assignments would have a week turnaround. I hadn't been working with them for a week when the first "Hey are you available to help with XYZ document that needs to go out this afternoon" call came in. I wasn't too surprised because I've been on the other side of this sort of arrangement too and I know things come up. I do think it's a side effect of a culture where information moves much more quickly than it used to.
Generally I try to meet them in the middle in terms of timing…if it's truly something urgent and I don't have childcare I'll spend an evening/night working. If it can be pushed, I'll tell them I can have it done in a couple of days. I have a pretty casual relationship with my main contact though and have no problem just telling her that I don't have childcare that day or whatever. Maybe not the most professional but it seem to work right now.
I have this issue too. I'm only in the office two days a week and try really hard to get people to save issues for those specific times unless it's an actual emergency. I also have a three hour block of afternoon while M is napping on days I'm not in the office where I'm working at home and people can call. But yeah, that doesn't stop them from calling at 5:30 with something that is only an emergency because they've let it sit on their desk for the past three weeks and now suddenly OMG it needs to be approved by 7:00 tomorrow morning.
I think @simpledog dog had some good points. I also typically will send a quick reply saying I got their email and will get back to them in set period of time. Also she had good point that part of this is just part of our culture - right or wrong.
I find the "younger generation" (I hate to say but it is true) in my organization do this type of thing all the time and have the expectation of needing a response right away. I can't tell you how often I will get URGENT emails at 7 or 8 at night that they NEED answered yet if I go looking for them before 9:30-10 in the morning they are no where to be found. I have found a lot of times I just don't play into their urgency. I fall back on age old wisdom of having been around the block a lot longer that what they need is not always urgent. I know my work and my company and I know what is urgent. Emails about what to do about our staff in Yemen now that a war is about to break out is urgent. An email asking for language for a contract that doesn't even start for another 2 weeks- not urgent.
Just because you are a freelancer doesn't mean you can't set boundaries and expectations. If you work in an office 9-5 there would be times you were not accessible via email due to meetings, training or working on other projects. I think you just need to set this expectation to your client. You obviously are good at what you do- they need you more then you need them.
Post by longtimenopost on Mar 27, 2015 9:51:31 GMT -5
It sounds like you are doing a great job. I think you are over thinking, and your (irrational) mom guilt is a contributor. If you're not available, you're not available. Like pps said, let the client know you are aware of the issue, and set a reasonable expectation that fits your schedule. Our society is definitely part of the problem.
IME they are being assholes. They need to plan and send things to you in a cohesive manner so that they can get good quality work from you. People who wanna talk about the same thing 3 different ways and probably change things each time are stressing out and going to produce crap in the end. You are doing the right thing, but I think this is a case of "managing your manager" and if they can't change the way they communicate with you I'd opt to not with them in the future if possible.
I don't think it is any different than if you had other meetings and they had to wait because of those meetings. 'Yes I received your email. I have an opening at 16:00, are you available to discuss it then?'
Post by Ashley&Scott on Mar 27, 2015 10:16:03 GMT -5
My job is quite different than yours. I do not have access to email or voice mail outside of the office. That means I deal with things during office hours or it waits until the next day. I am guilty of working during my lunch but I also take frequent breaks (ie-GBCN) during the day so I figure it all events out.
I think your responses are fine. You are responding in a timely manner letting them know when you can work on XYZ or when you will be available for a meeting. That is much better than the people that just ignore completely for days.
I haven't read all of the responses. I own my own business and basically, I reply when I can. I always reply within 24 hours(except Sat and Sun which are my heavy work days). If that is not good enough, tough. People are annoying with the phone call, email, text within 5 minutes of each other. That actually makes me take my time calling them back as they are not emergencies. I often don't answer my phone if I am busy doing something at home. I rarely answer if I am not at home. I do sometimes send a quick email to say I got their message and will get back to them later. You just have to set boundaries and not worry about it. Difficult I know!
Post by bunnymendelbaum on Mar 27, 2015 14:02:39 GMT -5
I run into this too. My boss "lives to work" and has no family, etc. He is amazingly understanding though. I do exactly what you said you do about delaying ppl who want non-urgent stuff "right away". Honestly though, often I will just quickly do the task if it is small so that I don't forget or don't have to think about it.
I think it is completely professional to say you can't talk right this minute. Ppl with office jobs have meetings and other obligations too.