How to manage your clients during the holidays

We are coming to the traditional holiday season in Europe. In the United Kingdom some of the schools have finished for the academic year with others finishing this week. In Europe, France and Italy close ‘shop’ throughout August because it is so hot and humid; many parts of Spain also do - heading for the coast where it is cooler.

Everyone has the right to take a holiday: it is good for wellbeing; you work hard so having a great holiday is wonderful and it is wonderful to be with your family.

Whether you are running your own business; are part of a team or event project managing a complicated project, being able to communicate when you are on holiday - without feeling you are ‘On call’ whilst you are away is important.?

At the moment, I am redeveloping my website. Gareth is working very hard on it. He is now on holiday (I hope he doesn’t read this). This was made very clear to me early on, to manage my expectations of when it would be completed. His clear communication meant we could time the progress perfectly.?

I know of small businesses who ‘Manage their Clients’ by letting them know 2 weeks in advance that they won’t be able to take on any further work until xxxx date - rather like Gareth did. Likewise, freelancers take on less work during their holiday period, especially if they have childcare responsibilities - they explain it is reduced hours over the summer. This works if they are clear to clients, building up trust.

Likewise people who are in Italy, France and parts of Spain should manage the expectations of their colleagues and clients by reminding them well in advance that the offices close in August! Then everyone will know not to arrange important meetings; arrange product launches, even set crucial deadlines over that period. If they are working with clients from different countries - especially the United States, keep reminding them that the office closes for August!

HOWEVER: this doesn’t work as easily for specific companies who deliver ongoing services. Such as professional services and IT support. If you aren’t available, how are you going to continue to provide the service your clients have paid for. I am not the only client who has been let down by accountants and website support businesses who cheerfully say (on answerphone messages and automated email responses) “We are spending time with our children. We will respond to your message/email very soon”. Then despite chasing you hear from them in September.?

A website being down or HMRC fines are urgent and even more urgent when someone you have paid doesn’t respond. Why don’t they get cover in? Or allocate an hour a day to respond to urgent messages? They aren’t managing their clients fairly, and these clients leave.

Setting up someone to cover for you; to reassure the client is so important. Many reputable organisations will have a procedure where ongoing files related to your contract or project are available to a colleague. They will also instruct employees to let their clients know when they will be on holiday to manage expectations. If there is an emergency, someone else will be able to? respond. We all want to avoid contacting someone when they are on holiday. After all, everyone deserves to have a break.

Here are a few tips to manage holidays and your clients expectations.

1. Let clients and colleagues know when you are going away in good time.
2. Set up a time to hand over any urgent cases or projects to a colleague.
3. Let your clients know who will be covering.
4. Include automated email whilst you are away; include contact details of your colleagues for clients to contact whilst you are away.
5. Also include a vacation voice mail in case anyone contacts you by phone.
6. Switch off your phone and do not check your emails whilst you are away.
7. If you are a sole trader, or very small business, ensure you have managed your clients with expectations for deadlines.
8. If you have an ongoing service industry - make sure you PAY for someone to cover enquiries and responding to urgent problems.

If you have any suggestions, please share them. I’d love to hear them!

At the moment I am creating courses to offer as licensed learning platforms for organisations. I am including AI powered elements for practice to future proof the content. The topics include:

• Having Difficult conversations
• Women in Leadership Communication
• Assertiveness Skills
• Emerging Leadership

They will be available as “Train the trainer” opportunities, so organisations will be able to train managers to deliver this training and content to their teams.

I am very keen to beta test these courses. Would your organisation like to test one of these courses? If so do contact me [email protected] ?

If you want any more information about these courses or discuss licensing the training please email [email protected] or book a call https://link.lemonadeplan.com/widget/appointment/superstarcommunicator/15m-chat ?

Until next time,

Best wishes

Susan

Thank you very much for continuing to support the SuperStar Communicator newsletter.?

About the author:

Susan Heaton-Wright is the founder and creator of the SuperStar Communicator? methodology; international speaker, facilitator, coach, former international opera singer and podcaster.

Susan is best known for empowering emerging leaders all over the world to speak and communicate with clarity, confidence and credibility; through her speeches, by facilitating masterclasses and workshops and by coaching talented individuals. Since 2020 she has delivered virtual masterclasses and workshops to attendees from more than 130 countries world wide and has won a number of awards for her work.

She is curious for any changes in communication changes and especially in a technical world. Keeping the human element in communication is essential for the maximum impact! Susan co-hosts live streamed discussions with business leaders and is the co-host of the SuperStar Communicator Podcast.?

?Susan facilitates workshops - face to face and virtually on a range of topics:?

• Presentation Skills
• Public Speaking
• Assertiveness Skills
• Having difficult conversations
• Women in Leadership Communication
• How to Demonstrate Credibility
• How to be Positively Disruptive
• Networking Skills

These topics are also available as masterclasses.

I also coach talented people on being more impactful for career progression. Do contact me for more information on the one to one coaching services on communication skills I offer.

And as a speaker Susan delivers speeches on:

• How to demonstrate credibility
• Women in Leadership Communication
• Be a SuperStar Communicator: be seen, be heard, make an impact

Why not challenge your communication skills with our 30 Day planner. Purchase here.

When not working, Susan designs and sews her own wardrobe; surfs, swims and plays the viola in an orchestra. She fundraises for the Alzheimers Society, The Isabel Hospice and supports the St Albans PostBoxes Charity.

Why not connect with her on Linkedin: https://linkedin.com/in/susanheatonwright ?

If you wish to arrange a call: you can book here: https://link.lemonadeplan.com/widget/appointment/superstarcommunicator/15m-chat ?

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