You’re not reducing value. You’re protecting your ability to deliver it consistently.
1. Scope boundaries Be explicit about what is included — and what isn’t. This applies to features, services, revisions, and support. If something requires special handling, name it as such rather than absorbing it silently. A simple rule helps: if something can’t be delivered repeatedly without explanation, it probably isn’t part of your core offering. 2. Time boundaries Availability is often the first boundary to erode. Responding at all hours or accommodating last-minute requests may feel helpful, but it creates an expectation that becomes unsustainable. Set clear response times, working hours, and lead times early. Most customers will respect them — especially when they are communicating calmly and consistently. 3. Decision boundaries Decide in advance which decisions are flexible, and which are not. Pricing, timelines, and process changes should not be renegotiated in every conversation. When everything is negotiable, every interaction becomes heavier. Clear decision boundaries simplify conversations and reduce friction on both sides. The hardest time to introduce boundaries is when you’re already overwhelmed. Customers who have benefited from unlimited flexibility will see boundaries as a loss, even if they are reasonable. Careful, one-on-one communication will help them understand. When boundaries exist early, they feel like structure — not restriction. I have one client who said, “I trust you guys
more than that new company, you know exactly when to tell me no.” This doesn’t mean being inflexible. It means being intentional. Exceptions can still exist, but they should be conscious choices, not defaults. A practical starting point If you’re preparing for growth, ask yourself: • What requests consistently stretch our team? • Where do we rely on individual effort instead of process? • Which customer expectations live only in people’s heads? Start documenting the answers. Then communicate them — simply, clearly, and without apology. You’re not reducing value. You’re protecting your ability to deliver it consistently. Growth rewards clarity. Boundaries are how that clarity survives success.
60 SPOTLIGHT ON BUSINESS MAGAZINE • VOL 26 ISSUE 1
BUSINESS • SPOTLIGHT ON BUSINESS MAGAZINE 61
Made with FlippingBook Digital Proposal Creator