Going the Extra Mile—But How Far Is Too Far?

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Hi

We’ve all had that one client—friendly (or maybe not so friendly), but constantly asking for just a little more than what was agreed upon. Before you know it, you’re juggling a dozen extra tasks, working late, and feeling overwhelmed.

Sound familiar?

You’re not alone! This week, we’re focusing on the importance of setting boundaries and recognizing when those lines are being crossed.

Identify and Reinforce Your Boundaries

It starts innocently—a client asks for a “quick favor” or minor adjustment. But suddenly, you’re handling projects beyond your scope, responding to emails late into the night, and feeling more like a personal assistant than a strategic partner.

This not only puts your work-life balance at risk but also undermines your role as a key account manager.

When boundaries aren’t clear, clients may unknowingly push limits, expecting more and more until your workload becomes unmanageable. You find yourself dreading interactions, avoiding calls, or feeling anxious about upcoming meetings.

This cycle can lead to burnout, strained relationships, and, ultimately, a decline in the quality of service you can provide.

Now imagine this: your clients respect your boundaries.

They understand what’s within scope and communicate through the right channels. You’re able to focus on delivering impactful, strategic work without the stress of constantly reacting to every little request. You regain control of your schedule, provide better service, and feel more energized and confident in your role.

Action Steps:

1. Audit Your Current Boundaries: Review recent client interactions. Are there tasks you’re handling that should be managed by someone else or are outside your agreed responsibilities?

2. Communicate Clearly and Early: Establish boundaries at the start of every client relationship. Use phrases like, “Here’s what’s included in our current agreement” and “For any additional requests, let’s schedule a separate discussion.”

3. Leverage Resources and Tools: Direct clients to self-service resources when appropriate. Use tools like Drift or Guide to create quick, reusable tutorials that answer common client questions without requiring your constant intervention.

4. Listen to This Week’s Podcast: Catch the latest episode of The KAM Club podcast, How to Keep Your Client's Expectations Under Control for a deep dive into strategies for managing client expectations and learn how to set boundaries effectively in the latest episode. Available on Spotify, Apple Podcasts and all your favourite apps. Get the show notes here.

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Your Invited: Revolutionize Client Relationships with a Key Account Management Charter

Join me for an exclusive LinkedIn Live event where we'll explore the transformative potential of KAM Charters.

🗓️ October 3
🕒 4:00 PM BST / 8:00 AM PDT / 11:00 AM EDT / 5:00 PM CEST
📍 LinkedIn Live

Discover how a well-crafted KAM Charter can:

• Align your team with client expectations

• Prevent account manager burnout

• Drive strategic growth and client satisfaction

• Streamline communication and collaboration

• Ensure consistent, high-quality service delivery

We'll cover:

• What exactly is a KAM Charter?

• Step-by-step guide to creating your own

• Best practices for implementation

• Real-world success stories

👉 Click 'Attend' to get notified when I go live.

Featured Article: How Persuasion Skills Set Top Key Account Managers Apart

When I first started as a key account manager, I quickly realized that to get things done, I couldn’t do it alone. I had to figure out what needed to happen, get decisions made, and convince people it was in their best interest to help me. That’s why I wrote this article exploring how mastering persuasion can transform your client interactions, with practical tips to elevate your influence and get results.

👉 Read the full article

This Week’s Finds

1. US Finance Chiefs Are Cautious Ahead of the 2024 Election
According to a recent Deloitte survey, CFOs are keeping a close eye on technology transformation and efficiency. With 49% worried about tech and 48% about productivity, these insights can be great conversation starters or ways to position your solutions to address their concerns.

2. Self-Adhesive Socket Holder
I haven’t bought one yet, but I’m seriously considering it! My flat is a maze of extension cords, and this little gadget promises to tidy everything up and keep me from tripping over cables. A small change, but it could make a big difference in staying organized.

3. The KAM Coach Shop
Check out my new merch store! Whether you need a “No Agenda, No Attenda” mug to remind colleagues about meetings that could have been an email or a “If You Can Read This, I’m Already on It” t-shirt to keep people from chasing you up, there’s something fun for everyone.

Your Action Plan for This Week

Setting boundaries is essential for maintaining your sanity and delivering your best work. This week, take some time to reinforce those boundaries and ensure your clients know exactly what to expect.

Simple Steps to Get Started:

1. Identify One Area of Scope Creep: Review your client interactions and pick one situation where boundaries were crossed.

2. Have a Conversation: Plan a friendly but firm chat to reset expectations with that client. Use phrases like, “I want to make sure we’re on the same page” to keep it collaborative.

3. Introduce a Boundary Tool: Use something simple like a Scope of Work document or the KAM Charter template to formalize and communicate boundaries clearly.

Remember, setting boundaries isn’t about saying “no”—it’s about creating the space to say “yes” to the things that matter most. You’ve got this!

Until next time,

P.S. When you're ready, here are some ways I can help you:

1. Join The KAM Club: Get access to unmatched training, open office hours, exclusive templates, and a community of experts.

2. Try KAM Fundamentals: My 6-week training journey to build trusted advisor relationships and boost client revenue.

3. Get Career Coaching: Whether you need interview prep, first 90-day support, or help at any career stage, I offer tailored coaching programs.

4. KAM Training and Consulting Advice: If you could like to discuss key account management training programs, consulting projects and group coaching, book a 1:1 discovery call and let’s talk

5. Sponsor the Newsletter: If you like the newsletter and thought your product might be a good fit for my audience, learn more about how to feature in the newsletter.