Balancing Multiple Clients

I lost a promotion for not being "available enough." I was already: • Working 60+ hours weekly • Answering emails at 11pm • Taking calls on weekends A month later, I quit. BEST decision ever. The "always available" trap destroys careers silently. You think your responsiveness is impressive. Your boss sees it as expected. Your peers start avoiding you. Your health deteriorates slowly. When you're always available, people assume: • Your time isn't valuable • Your work isn't important • Your skills aren't in demand Sometimes, the most valuable people are the least available. The playbook that changed everything for me: 1. Create scarcity. Block "deep work" time on your calendar. Turn notifications off. Don't apologize for focusing. 2. Set clear boundaries. I tell new clients: "I'm offline after 5pm and on weekends." This doesn't scare good clients away. It attracts clients who respect professionals. 3. Increase your standards. The most in-demand people have the strictest boundaries. Their time is protected. Their energy is protected. Their focus is protected. Here's what happened after I quit and set boundaries: • My hourly rate tripled • My client quality improved • My stress level plummeted • My work got dramatically better Because boundaries aren't selfish. They're strategic. What boundary do you need to establish today? ---- If this hit home, repost ♻️ it And give me a follow → Nick Maciag 🙌

I Was Drowning In Busy Season! (Then I Found This Mental Hack) Ever felt your brain was being pulled in 8 different directions at once? That was me a few months back. 4 different clients. Long hours workweeks. 1 auditor - Me. And the problem wasn't the amount of work. It was something far more dangerous. My mind was constantly shifting: From Task A to Task B. From Client 1 to Client 3. From urgent email to random ping. Each switch felt like it drained a little more of my mental battery. Until one week, I hit empty. Know that feeling of heaviness in your head? When your thoughts feel like they're wading through mud? That's where I was. But I refused to accept this as "just part of the job." There had to be a better way. And after weeks of experimenting, I found 3 mental hacks that saved my sanity. These aren't your typical productivity tips. These are survival techniques for anyone juggling multiple clients. Here's what worked for me: 1. Your Brain is Not a Storage Device Your mind wasn't designed to remember things. It was designed to GET THINGS DONE. So stop forcing it to be your to-do list. Every time a manager pinged me with a request, I immediately wrote it down in OneNote. Not tomorrow. Not "when I have time." IMMEDIATELY. Then I'd mentally release it. Think of your brain like your smartphone – when too many apps are running in the background, everything slows down. Close those background apps. 2. Treat Client-Facing Tasks Like Hot Potatoes When juggling multiple clients, everything seems urgent. But here's the truth: Not all urgent tasks are created equal. My breakthrough came when I realized this simple rule: Anything that goes directly to a client takes absolute priority. Emails. Deliverables. Meeting preparations. Think of them as hot potatoes – get them off your plate FIRST. Everything else? It can wait for 25 minutes. 3. The 25-Minute Forcefield I started using the Pomodoro Technique – 25 minutes of intense focus, followed by a 5-minute break. During those 25 minutes, I created a mental forcefield around myself. No emails. No Slack pings. No team check-ins. Just me and ONE task. Unless you're in a live client meeting, NOTHING is so urgent it can't wait 25 minutes. The most surprising benefit? This practice didn't just save my work life – it saved my personal life too. Before, even when talking with my parents, my mind would wander to pending tasks. Now, I'm fully present wherever I am. If you're in a client-facing role juggling multiple projects, these techniques aren't optional – they're essential for your mental health. Are you constantly task-switching? What techniques have worked for you? If you enjoyed reading this, it's a snippet from my FREE weekly newsletter where I share everything about my audit lessons and concepts. #audit #productivity #mentalhealth #consulting #clientmanagement

Got a DM from someone new in a CX role today and thought I’d turn my response to him into a post as it might help others out. They wanted to know how to balance an increasingly heavy workload in CX. Here’s how I approach it and hope it helps you too: Balancing a heavy workload can be a challenge in any role, but there are a few strategies and best practices that have worked well for me over the years. Broke this out below as “strategic” and “tactical” - happy to answer any questions! Strategic: I always start by aligning projects with broader business outcomes you want to achieve - more revenue, efficiency, etc. Prioritize initiatives that will have the greatest impact on both the customer experience and business outcomes. Too many don’t do this. I would recommend focusing on areas where you can deliver the most value for the company, but take a client-friendly design to it. So you increase efficiency by taking out friction in the billing process, for example, but you do it in a way that your customers are looking for or telling you; so that drives your CX metrics and perhaps increases clients’ time to payment. Tactical: Prioritize ruthlessly! I use a prioritization matrix called the Eisenhower Matrix to categorize tasks based on urgency and importance. Plenty on the web re: EM to get you started. This helps in quickly identifying what needs immediate attention and what can be delegated. So, as projects multiply, it’s essential to delegate responsibilities to capable team members; that is if you have a team. So many in CX are teams of one! If you don’t have a team, see if you can organize cross-functional teams where people can contribute their unique skills; this can lead to more balanced execution across multiple initiatives. Utilize automation and AI tools where possible, especially for routine tasks. This can help free up time for higher-level strategic planning. Other things to consider: Implement a system where customer feedback is continuously gathered, analyzed, and acted upon. This doesn’t have to be just surveys. Plenty of data and customer signals you can capture. This keeps your operations aligned with customer expectations in real-time. You should use insights to focus on the highest-impacting areas from your customers’ perspective. Use customer data analytics to guide your strategies, identifying areas for improvement and measure performance and impact on those business outcomes. It’s a game-changer when trying to scale CX initiatives. I hope some of these strategies and tactics help! If you’d like to dive deeper into any of them, feel free to reach out. #customerexperience #management #work #leadership

Think overdelivering will keep your clients happy? Think again. Here’s how to avoid burnout as a consultant. When you shift from a full-time role to consulting, it’s easy to fall into an old trap: treating every opportunity like a full-time job. Overdelivering. Overextending. And ultimately, burning out. On a recent Business Building call with clients, I shared with them... "The most nefarious thing is the story we tell ourselves, but we’re also setting expectations by overextending." The story? That if we don’t give everything, we won’t land (or keep) the client. But here’s the reality: Overextending doesn’t just exhaust you, it sets the wrong expectations. Clients come to rely on extra hours, unlimited availability, or added scope... without understanding the real value of your work. The result? You undervalue yourself, misalign expectations, and risk sacrificing long-term success. Failing to set boundaries as a consultant creates: • Burnout: You feel drained, losing the passion that made you start consulting in the first place.    • Scope Creep: Projects spiral beyond the original agreement without compensation.    • Misaligned Value: Clients undervalue your expertise because they see your time as endless.    The Fix: Set Clear Boundaries To protect your time and deliver impact without overextending, implement these strategies: 𝗗𝗲𝗳𝗶𝗻𝗲 𝗬𝗼𝘂𝗿 𝗦𝗰𝗼𝗽𝗲 𝗘𝗮𝗿𝗹𝘆 Clearly outline deliverables, timelines, and expectations in every proposal. 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗲 𝗔𝘃𝗮𝗶𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆 Set working hours and response times upfront. Example: “I’m available for calls between 9 AM and 2 PM on weekdays.” 𝗦𝘁𝗮𝘆 𝗙𝗶𝗿𝗺 𝗼𝗻 𝗔𝗴𝗿𝗲𝗲𝗺𝗲𝗻𝘁𝘀 If additional work arises, renegotiate the contract. Example: “That’s outside the scope of our initial agreement—let’s discuss an add-on package.” 𝗥𝗲𝗳𝗿𝗮𝗺𝗲 𝗢𝘃𝗲𝗿𝗱𝗲𝗹𝗶𝘃𝗲𝗿𝗶𝗻𝗴 Focus on delivering outcomes, not overcommitting your time. Your impact comes from results, not the number of hours you spend. 𝗖𝗵𝗲𝗰𝗸 𝗬𝗼𝘂𝗿 𝗦𝘁𝗼𝗿𝘆 Ask yourself: “Am I overextending because I’m afraid of losing the client? What evidence supports that fear?” Boundaries don’t just protect you, they elevate your client relationships by reinforcing your value and professionalism.

Sellers often mistake connections for relationships. Here are 5 ways you can build high-impact relationships, whether they’re specific to an opportunity, or they’re part of your greater network. ✅ Map out the relationships you have for a specific opportunity. I do an exercise with clients where we build out their relationship ecosystems and buying roles in an opportunity. This will give you a picture of strengths and gaps. Mapping your relationships doesn’t need to be time-consuming; it will pay off by helping you accelerate progress and reduce risks in your opportunities. ✅ Assess for gaps and get beyond the typical silos. You might be building relationships only where you’re most comfortable. Your success will be in getting beyond your comfort level; you can do that by assessing and filling in relationship gaps. In mapping your relationships you’ll see patterns. For example, you may see a pattern where you’re selling only one product or solution to one type of role. You’re siloed and likely missing many other relationships. This is especially important if your growth strategy includes expanding different products or services within your client base. ✅ Build your strategic alliances. This one strategy has made a significant difference in both the quality of my relationships and the quality of the opportunities I’m able to create. Do you have alliances outside of your organization, with other providers serving like clients? A way to begin is by creating a list of the tangential providers who sell non-competitive products or solutions to your clients and verticals. From there you can assess which ones are the most promising and begin building those relationships. ✅ Focus on deepening relationships with current clients. In the quest to always earn net-new clients, deepening relationships with current clients is often forgotten. But this can be the best source of continual, high-quality opportunities. One strategy is to create a list of your top ten clients and then create a relationship map for each one. See where you can uncover new relationships and new ways to serve that client. You’ll amplify your success with a client where you already have trust and credibility. ✅ Aim higher in the organization. You might be used to working in the middle of an organization, and in many cases that may be where your decision-makers are. But you can (and should) build awareness and relationships at the higher levels of an organization. Ways you might start this process include introductions on LinkedIn, sharing of research and insights that can improve their business, or a request for a higher-level leader to join your next account review or project meeting. To get started, choose one of your top clients and begin working through at least one or two of these strategies with that client in mind. It will undoubtedly open more relationships and also opportunities to serve your client and win high-value business. #ModernSeller #Sales #Relationships

Effective client management begins with proactive engagement, anticipating needs and potential hurdles. Mastering the art of listening plays a crucial role in this approach, allowing us to gain deep insights into our clients' operations and strategic objectives. Imagine setting the stage at the beginning of a project by discussing with your client: Dependency Exploration: 'Can we discuss any dependencies your team has on this project’s milestones? Understanding these can help us ensure alignment and timely delivery.' Impact Assessment Question: 'Should unforeseen delays occur, what impacts would be most critical to your operations? This will help us prioritize our project management and contingency strategies.' Preventive Planning Query: 'What preemptive steps can we take together to minimize potential disruptions to critical milestones?' Success Criteria Definition: 'How do you define success for this project? Understanding your criteria for success will guide our efforts and help us focus on achieving the specific outcomes you expect.' These discussions are essential for building a roadmap that not only aligns with the client’s expectations but also prepares both sides for potential challenges, reinforcing trust through transparency and commitment. By adopting a listening approach that seeks comprehensive understanding from the onset, we can better manage projects and enhance client satisfaction. Let’s encourage our teams to integrate these listening strategies into their initial client engagements. How have proactive discussions influenced your project outcomes? Share your experiences and insights. #ClientRelationships #AdvancedListening #BusinessStrategy #ProfessionalGrowth

"Hey Kevin, did you find any new candidates this week? I didn't see any activity..." Nothing is worse as a Recruiter than when your clients have no idea what you're doing and are left wondering or worse are having to reach out to you to find out. This was an email I received from one of my first clients about 5 years ago, and it hit me like a brick. If my clients didn't know what I was doing, how would they understand how good I am and how unique my process is? Which reminds me of a saying my dad says: "𝐀𝐦𝐚𝐭𝐞𝐮𝐫𝐬 𝐥𝐨𝐨𝐤 𝐚𝐭 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐬𝐢𝐝𝐞 𝐨𝐟 𝐭𝐡𝐞 𝐞𝐪𝐮𝐚𝐥 𝐬𝐢𝐠𝐧, 𝐚𝐧𝐝 𝐩𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥𝐬 𝐥𝐨𝐨𝐤 𝐚𝐭 𝐭𝐡𝐞 𝐥𝐞𝐟𝐭." This means process over results. The single best client retention tool I've used as a Recruiter? Activity reports. As a recruiter, I've always believed in the power of transparency and communication when it comes to my clients and candidates. Over the years, I've seen many tools and strategies come and go, but nothing has had the lasting impact of a well-crafted activity report. Why are activity reports so powerful? Clarity and Transparency: They provide clients with a clear view of the work being done on their behalf. No more wondering what's happening behind the scenes. Trust Building: Consistently sharing detailed updates fosters trust and confidence. Clients appreciate knowing exactly where things stand. Feedback Loop: These reports create a structured opportunity for clients to share their thoughts and feedback, ensuring we're always aligned with their needs and in real time! The Results? Multiple Referrals: I've received countless referrals from clients who appreciate the insights these reports provide. Client Retention: Clients often cite these reports as a key reason they continue to work with us. They see the value and dedication in every update. A Personal Touch It's not just about the numbers. It's about the story behind them. Every activity report is an opportunity to show clients how much we care about their success. It opens up a dialogue for real-time feedback. I've never had a client come back to use my services a second time and not reference wanting to ensure that first I was still sending these activity reports and that the cadence was weekly. Yes, I love getting new clients!! LOVE LOVE IT! But I also like keeping my new clients by making them my old clients. So, if you're looking to boost client retention and build stronger relationships, consider making activity reports a part of your routine. It’s a simple step that can lead to significant results. What tools have you found most effective in retaining clients? P.s. why the random photo you ask... testing the algo!

Want clients who trust you and keep coming back? Build relationships before building offers. Six months ago, I significantly shifted how I approached my business. Like many solopreneurs, I was struggling with: 1. Clients who showed interest but never fully committed. 2. Conversations that fizzled out because I wasn’t consistent. 3. A disconnect when it came to what my audience truly needed. So, I took a step back and focused on relationships first. The results? -Clients started trusting me on a deeper level. -Referrals became a steady stream from satisfied customers. -Conversations uncovered needs I didn’t even know existed. Now, if I sense a relationship slipping, I do three simple things: A) Ask how they’re doing and what challenges they’re facing. B) Share updates explicitly tailored to their goals. C) Listen—really listen—without pushing a sale. Because when relationships come first, success follows. How do you keep your client relationships strong?

I cannot stress enough how critically important it is to take the time to build out systems that allow you to spend 0 time thinking about where your files are or how to access them. I have saved countless hours by taking more time upfront to set proper workflows and storage space for all my working and personal files. Some general principles to get you started: 1️⃣ Nothing is allowed to float - EVER. Don't let files float in your downloads folder or on your desktop. It will take you twice as long (if you are lucky) to find the file you need if things are allowed to float. Here is an example: Need to pull up a text editor to take notes during a meeting? The FIRST thing you are doing after that meeting is over is saving those notes (with a proper file name!) and storing it in the correct project location. Which brings me to point number 2: 2️⃣ Have a unique project location for every project. Projects of a similar type should all follow the same storage structure, but each project needs to have its own unique working space - no overlap. Example: Have two different projects for the same client? - each of those projects needs its own distinct working space to prevent misplacing items. 3️⃣ Have a specific system for each different file type you work with. Take and store meeting minutes the same way you do across all projects. Create, edit, and store deliverables the same way you do across all projects. Consistency is Key. 4️⃣ Last but not least - don't wait until the last minute to do these things - keep up with your notes and file saving as you work on these items. In the first example above where you pulled open a text editor to take meeting minutes - don't get in that situation in the first place. You should have your meeting minutes template opened and filled out with the meeting details already entered ahead of time. Work can be hard sometimes - no reason to make it harder on yourself - stay organized out there. Happy Sunday

Over the past 20 years in market research, many project issues I've seen stem from mismanaging client expectations. Whether you work for a research firm, an agency, a consultancy, or any other business that involves regular client discussions, here are 4 pointers. 1️⃣ Communication—Regularly communicate, candidly ask the client how often they want updates, and never let a week go by without touching base, regardless of the project stage. Anticipate questions and answer them before they ask. A client sending an email asking, "What's the status of...?" is a failure on your end - within reason. Lack of responsiveness leads to mistrust, even more micromanagement, skepticism, and other issues that can be snuffed out by communicating openly. 2️⃣ Be Realistic—We all want to say "yes" to clients, but there are often ways to showcase your experience and expertise by being honest about what can be achieved with a given timeline and budget. The expectation could be a lack of understanding about the process or industry norms. Underpromise and overdeliver versus overpromise and underdeliver. Those honest conversations may appear inflexible, but they're often more about setting expectations and setting up both parties for long-term sustainable success. Saying "no" to this project could be a better long-term decision for the account than saying "yes" and failing with no second chance. 3️⃣ Understand Perspective—Take the time to actively listen to your client's needs, goals, and priorities. It goes beyond listening and includes asking smart (and sometimes bolder) questions to get a complete understanding. What drove the need for research? Why is receiving results within 2 weeks crucial? What happens if you don't receive results in 2 weeks? Understanding what's pushing the decisions behind the scenes can be a game changer. 4️⃣ Solutions Over Problems—Never present a problem or an issue to a client without a path forward. "This happened, but here are 3 things we can do to fix it." You need to be more than someone who relays information, you need to be a true consultant. Be able to justify each recommendation and explain the pros and cons of each path. -------------------------------------- Need MR advice? Message me. 📩 Visit @Drive Research 💻  1400+ articles to help you. ✏️ --------------------------------------