Setting Boundaries with Clients Who Expect 24/7 Availability
Let me start with a hard truth: if you’re available to clients at all hours, you’re not providing better service—you’re training them to have unrealistic expectations that will eventually hurt both of you.
I’ve watched talented agents burn out, damage their family relationships, and ironically provide worse service because they couldn’t say no to a client calling at 10 PM about a non-urgent question. The agents who thrive long-term are those who set clear, professional boundaries from day one.
Here’s how to establish those boundaries without losing clients or deals.
Why Boundaries Actually Improve Your Service
Before we dive into tactics, understand this: boundaries aren’t selfish—they’re professional standards that benefit everyone.
For you: You stay sharp, focused, and avoid the resentment that comes from feeling taken advantage of.
For your clients: They get your best attention during business hours instead of distracted responses at midnight. They also learn to prioritize what’s truly urgent versus what can wait.
For your business: You can serve more clients effectively when you’re not constantly interrupted by non-urgent matters.
Set Expectations During Your Initial Consultation
The time to establish boundaries isn’t after problems arise—it’s before you even sign the listing agreement or buyer representation contract.
Include this conversation in every initial meeting:
“I want to make sure you know how to reach me and what to expect. My business hours are Monday through Friday, 8 AM to 7 PM, and Saturday mornings from 9 AM to 2 PM. During these hours, I typically respond to calls and texts within 30 minutes unless I’m showing property or in appointments.”
“For true emergencies—like a pipe burst in a property or a last-minute contract issue—you can reach me anytime. For questions about market updates, scheduling showings, or general concerns, I’ll get back to you first thing the next business day.”
Put it in writing: Include your communication policy in your buyer or listing presentation materials. When expectations are documented, there’s no confusion later.
Distinguish Between Urgent and Non-Urgent
Help clients understand what constitutes a real emergency versus what can wait. Most agents are afraid to define this, but clients actually appreciate the clarity.
True emergencies:
- Property damage or safety issues
- Last-minute contract deadlines or signing requirements
- Competing offer situations
- Inspection or appraisal issues that could kill a deal
Can wait until business hours:
- Market questions or property research
- Scheduling routine showings
- General anxiety about the process
- Questions about neighborhoods or schools
Script for redirecting non-urgent calls: “I can hear this is important to you, and I want to give it the attention it deserves. Let me research this properly and call you first thing tomorrow morning with a complete answer.”
Use Technology to Support Your Boundaries
Your phone and email can either be boundary destroyers or boundary enforcers. Set them up to work for you.
Phone settings:
- Create a “Do Not Disturb” schedule that allows calls only from family and current clients during off-hours
- Set up an auto-reply text: “Thanks for reaching out! I’ll respond during business hours (Mon-Fri 8-7, Sat 9-2). For true emergencies, call twice in succession.”
Email auto-responders: Set up an after-hours auto-reply that acknowledges receipt and sets expectations: “I’ve received your email and will respond within 24 hours during business days. For urgent matters requiring immediate attention, please call [your number].”
Client communication apps: Consider using a platform like BombBomb or Chime that allows you to send personalized video responses during business hours, making your delayed response feel more personal and valuable.
Handle Boundary Testing with Confidence
Some clients will test your boundaries. This isn’t personal—they’re often just used to getting immediate responses from service providers. Your job is to kindly but firmly redirect them.
When they call after hours about non-urgent matters:
“Hi Sarah, I see you called about the market report. I’m with my family right now, but I’ll pull together that information and call you tomorrow morning around 9 AM with everything you need. Does that work for you?”
When they text repeatedly:
“I want to give your questions the thorough attention they deserve rather than quick responses while I’m juggling other things. Let me call you at 10 AM tomorrow and we can discuss all of this properly.”
The key: Always acknowledge their concern, explain your reasoning, and offer a specific alternative.
Train Clients on How to Get the Best Service
Frame your boundaries as ways to serve them better, not restrictions on their access to you.
Instead of: “I don’t work evenings.”
Try: “I keep evenings and Sundays reserved for family time, which helps me stay energized and focused when I’m working on your transaction. You’ll always get my best attention during business hours.”
Instead of: “That’s not urgent.”
Try: “I want to research this thoroughly for you rather than giving you a quick answer that might be incomplete. Let me dive into this tomorrow morning and call you with everything you need to know.”
What to Do When You Make Mistakes
You will occasionally slip up and respond to non-urgent matters after hours. When this happens, don’t beat yourself up—just course-correct.
If you respond to a non-urgent text at 9 PM:
The next day, send this message: “I realized I responded to your text last night, but going forward, I want to make sure I’m giving your questions proper attention during business hours when I can focus completely. For non-urgent matters, you’ll get better service if you reach out during the day.”
The Business Case for Boundaries
Still worried about losing clients? Consider this: agents with clear boundaries typically have higher client satisfaction scores and more referrals. Why? Because they’re less stressed, more organized, and provide more thoughtful responses.
The numbers don’t lie:
- Agents who work reasonable hours have 40% lower turnover rates
- Well-rested agents close deals 15% faster on average
- Agents with boundaries get 60% more referrals from past clients
Your clients don’t want to work with someone who’s always frazzled and reactive. They want a professional who’s calm, prepared, and in control.
Your Action Plan
- This week: Draft your communication policy and practice explaining it out loud
- Before your next client meeting: Include boundary setting in your consultation agenda
- Right now: Set up your phone’s “Do Not Disturb” settings and email auto-responders
Remember: you’re not in the business of being available 24/7. You’re in the business of helping people successfully buy and sell real estate. The agents who understand this difference are the ones who build sustainable, profitable careers while maintaining their sanity and relationships.
Professional service has professional boundaries. Your clients will respect you more when you respect yourself enough to set them.
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Until next time…
