Helpful, client-facing people are often a "few minutes late" to calls. Is this good service? Or is this a problem?

On one hand, it makes complete sense to make sure the other person has everything they need from you.

On the other hand, you're unknowingly opening a pandora's box of people 1) perpetually wasting your time, who may also 2) feel annoyed with you.

Sounds pretty bad? Yes, let me explain:

THE SETUP:
> It all starts with not wanting to cut someone off in the allotted time.
> For example, you're on the phone with Client A, it's coming up on the half hour, and they keep talking / asking questions.
> Instead of cutting them off, now you're late to your next meeting, and you text the Client B "srry, running late."

TWO PROBLEMS:
Problem 1. Client A learns that your time doesn't matter. They will show up late, because they know you'll extend their call... ensuring this cycle will repeat in the future. (or problem 1b: if in the future, you try to cut Client A off on the hour, they will feel confused by your inconsistent policy)

Problem 2. Client B feels annoyed towards you, like "why is this guy/gal always late? Don't they know my time is valuable too"

* While all you were trying to do was be helpful, now two people end up annoyed with you over time... and then two more.. and then two more. While your product may be great, You get the Reputation for being annoying to deal with!!!

THE FIX:
Step 1. Keep your eye on the clock

Step 2. 5-7 minutes before the end of the scheduled, say "I'm just noticing the time - we have about five minutes left. Is there anything you'd like to cover before the end of our call/meeting?"

The Client will say a) no, we good, and the call may end early, b) yes, and name a topic. If the new topic is easy, you can hit it quickly, and then end the call on time. Or if it is a longer discussion, you can use the 5 minutes to schedule a followup call -- if, in this instance, the client begs to address it now, you can simply say "unfortunately we cannot get to it right now" and then offer the next available time to speak.

You FIX these PROBLEMS by training people to know your boundaries. If someone is annoyed that you won't run over time, that's a "them" problem -- that's an entitled client, who's probably not going to pay you anyway. And the clients you often keep waiting - they are the good ones! The people who sing your praises and respect your time and boundaries.

How often are you "a few minutes late" -- what's steps can you take to curtail this pattern?

#privateequity #executivecoaching