Author Topic: Clients Using Personal Email Address  (Read 4862 times)

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bah12

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Re: Clients Using Personal Email Address
« Reply #15 on: June 05, 2013, 12:23:46 PM »
Have you ever told her your emailing preferences?  If not, then why not?  She's emailing both accounts because she has both accounts.  Just say "Client, please remove SparkleStarATemail.personal from your address book.  This is my personal account and it isn't used for business emails. You can still reach me at SparkleStarATbusinessemail.work.  Thank you"


PastryGoddess

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Re: Clients Using Personal Email Address
« Reply #16 on: June 05, 2013, 02:32:51 PM »
Just let her know that you want to receive work related emails at your work address only.  Are you afraid she's going to be insulted by that or something?  If she is a normal, rational person, that should be all it takes and she won't think a thing about it.

This is the key bit. I have learned to make copious notes during meetings and email her afterwards because she will swear blind that she didn't ask me to do something that she definitely did and vice-versa... She once asked me to devise a client feedback questionnaire for her business and later berated me for wasting so much time on something she'd never asked me to do... 

She can be quite unreasonable and is one of our more difficult clients. Unfortunately, we're not in a financial position at the moment to terminate their contract.

I clearly need to get to grips with the technical side of my phone (or perhaps how my email providers operate on a mobile basis) - I have no problem with setting up folders/blocking people etc on Outlook on my PC, but didn't know I could do that on my mobile.

Thanks for the replies.  :)

The filtering should happen before the mail is pushed/pulled to your phone.  So you'll want to set up filters on the actual email account rather than on your phone/mobile device


katycoo

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Re: Clients Using Personal Email Address
« Reply #17 on: June 05, 2013, 08:01:28 PM »
You can always cite workplace confidentiality as a reason for work related emails to only be sent to an office address.

Sparkle Star

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Re: Clients Using Personal Email Address
« Reply #18 on: June 06, 2013, 07:41:51 AM »
@ Giraffe Esq - I'm on ntlworld.com - owned by Virgin Media now, but the email address is still ntl.

@ PastryGoddess - thanks for that; I don't think I've ever logged on via the internet, it's always been on mobile or through Outlook. I'm sure it's one of those things that's possible through every email provider and I bet it's not difficult either - just me not being tech-y!

@ Katycoo - I like that, and it would work well given the nature of their business in particular. Thank you!

Appreciate all the replies - you're right when you say she shouldn't take exception to being asked not to use my personal email, I just know what she's like. The hunt for my polite spine continues.....  ::)
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JenJay

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Re: Clients Using Personal Email Address
« Reply #19 on: June 06, 2013, 07:55:35 AM »
A trick that helped me develop my spine is, when you're feeling unsure about asserting yourself, ask yourself "Am I being unreasonable? Are they?". If you have to concede that you might be, then yeah, you should probably reconsider and try to figure out a compromise (or maybe not).

However, when you know (as in this case!) that they are being unreasonable it really helps to be your own advocate. Don't think in terms of "She's an important, difficult client and I'm worried about upsetting her." Try to steer your mindset to "What she's asking isn't reasonable. I can find a diplomatic way to fix this." That takes the situation from "should I?" to "What's the best way to?".

The first few times I really had to take a stand for myself were pretty nerve-wracking! I did it, though, and I realized that the world didn't fall apart, the other person may have been annoyed but they got over it, and once the stress passed I was not only happy with the situation but proud of myself. It gets easier each time.

Rigatoni

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Re: Clients Using Personal Email Address
« Reply #20 on: June 07, 2013, 04:38:41 PM »
In this case, since it's a difficult client, I'd set up the rules really strictly in the personal email.  I'd set up a filter that grabs all emails "from" this client, forwards them to my work address then deletes them from within my personal account.

If anything ever gets lost you can always make a big deal out of the fact that nothing EVER gets lost at your work mail, but your personal mail gets iffy.

Sparkle Star

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Re: Clients Using Personal Email Address - UPDATED
« Reply #21 on: June 11, 2013, 08:29:12 AM »
Well, I dealt with it.... when she called me on my mobile at 10pm on Friday because I hadn't responded to the message she'd sent - yes, to my work and personal emails - two hours earlier.

She was in a panic because she'd misunderstood a message I'd sent her - she hadn't read it properly - and thought I was about to bill her for additional work she hadn't agreed to.

It could have waited until Monday in any reasonable person's eyes, I think.

Client: "I thought you would have responded. It's clearly something I wanted to resolve urgently."

Me: "I'm afraid I don't check my work email out of hours - I do have my out-of-office switched on so people know that. Didn't you receive it?"

Client: "Well yes, but I also emailed your other address so I knew you'd see it."

Me: "Actually, I didn't. I don't receive email on my phone. But the address you have is one I get a lot of spam on so I'm not using it for correspondence any more. In future, I'd suggest you just use the business email - you'll get a message if I'm out-of-office and I'll definitely pick it up."

So hopefully I've resolved that one. However, if the late-evening phone calls happen again I will need to address that. I could have just not picked up, but I had the feeling she'd keep ringing over the weekend if I ignored it and it would have been on my mind until Monday, so it was easier to deal with it.
Love, dance and chocolate fudge cake - what more do I need?

JenJay

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Re: Clients Using Personal Email Address
« Reply #22 on: June 11, 2013, 05:35:11 PM »
She called you at home, at 10pm, because she misread an email and freaked out over nothing? Hoo boy. I would say assign her number with a unique (or better yet, silent) ring tone and ignore her calls but I think she'd just call and call. Heck, she might grab a different phone and try calling with a number you won't recognize. I don't think you've heard the end of this.  :-\

Is there someone above you in the chain of command who can tell her that you aren't paid after hours and, therefore, aren't allowed to work after hours? That might be my next tactic.

Sparkle Star

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Re: Clients Using Personal Email Address
« Reply #23 on: June 12, 2013, 08:42:13 AM »
She called you at home, at 10pm, because she misread an email and freaked out over nothing? Hoo boy. I would say assign her number with a unique (or better yet, silent) ring tone and ignore her calls but I think she'd just call and call. Heck, she might grab a different phone and try calling with a number you won't recognize. I don't think you've heard the end of this.  :-\

Is there someone above you in the chain of command who can tell her that you aren't paid after hours and, therefore, aren't allowed to work after hours? That might be my next tactic.

She called my mobile - I'm pretty sure she doesn't have my home number! (We're ex-directory.)

I don't have separate cell phones for personal and business - I did see it was her number and could have ignored it, but I chose not to because I knew it would just nag at me all weekend that I'd need to deal with her on the Monday.
Plus she may have just kept calling, as you say.... Though to be fair she hasn't hassled me with evening phone calls to date.

Unfortunately she's the managing partner of the business so I can't take it any higher. I think she is quite insecure - although her background is in the general industry, her particular firm specialises in a particular sphere that isn't hers. For example - if the industry was cake-making, the business does nothing but highly-decorated chocolate cakes and she's only ever made general recipes, if that makes sense.

She's never run a business before and now she has ten staff and all the other stuff that goes with it. I think her behaviour is a result of her fear that she doesn't always know what she's doing and is desperate nobody realises...which I can understand. But she is incredibly demanding, and just because she wants to work all weekend doesn't mean I should!
Love, dance and chocolate fudge cake - what more do I need?

PastryGoddess

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Re: Clients Using Personal Email Address
« Reply #24 on: June 12, 2013, 09:50:21 AM »
She called you at home, at 10pm, because she misread an email and freaked out over nothing? Hoo boy. I would say assign her number with a unique (or better yet, silent) ring tone and ignore her calls but I think she'd just call and call. Heck, she might grab a different phone and try calling with a number you won't recognize. I don't think you've heard the end of this.  :-\

Is there someone above you in the chain of command who can tell her that you aren't paid after hours and, therefore, aren't allowed to work after hours? That might be my next tactic.

She called my mobile - I'm pretty sure she doesn't have my home number! (We're ex-directory.)

I don't have separate cell phones for personal and business - I did see it was her number and could have ignored it, but I chose not to because I knew it would just nag at me all weekend that I'd need to deal with her on the Monday.
Plus she may have just kept calling, as you say.... Though to be fair she hasn't hassled me with evening phone calls to date.

Unfortunately she's the managing partner of the business so I can't take it any higher. I think she is quite insecure - although her background is in the general industry, her particular firm specialises in a particular sphere that isn't hers. For example - if the industry was cake-making, the business does nothing but highly-decorated chocolate cakes and she's only ever made general recipes, if that makes sense.

She's never run a business before and now she has ten staff and all the other stuff that goes with it. I think her behaviour is a result of her fear that she doesn't always know what she's doing and is desperate nobody realises...which I can understand. But she is incredibly demanding, and just because she wants to work all weekend doesn't mean I should!

You've just let her know that she can contact you on the weekend for things SHE believes are an emergency and you will pick up the phone and deal with her problems on the spot. 

Next time, I recommend letting it go to voicemail or even getting a Google Voice number that you can give as your "business" mobile number.

JenJay

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Re: Clients Using Personal Email Address
« Reply #25 on: June 12, 2013, 11:29:36 AM »
She called you at home, at 10pm, because she misread an email and freaked out over nothing? Hoo boy. I would say assign her number with a unique (or better yet, silent) ring tone and ignore her calls but I think she'd just call and call. Heck, she might grab a different phone and try calling with a number you won't recognize. I don't think you've heard the end of this.  :-\

Is there someone above you in the chain of command who can tell her that you aren't paid after hours and, therefore, aren't allowed to work after hours? That might be my next tactic.

She called my mobile - I'm pretty sure she doesn't have my home number! (We're ex-directory.)

I don't have separate cell phones for personal and business - I did see it was her number and could have ignored it, but I chose not to because I knew it would just nag at me all weekend that I'd need to deal with her on the Monday.
Plus she may have just kept calling, as you say.... Though to be fair she hasn't hassled me with evening phone calls to date.

Unfortunately she's the managing partner of the business so I can't take it any higher. I think she is quite insecure - although her background is in the general industry, her particular firm specialises in a particular sphere that isn't hers. For example - if the industry was cake-making, the business does nothing but highly-decorated chocolate cakes and she's only ever made general recipes, if that makes sense.

She's never run a business before and now she has ten staff and all the other stuff that goes with it. I think her behaviour is a result of her fear that she doesn't always know what she's doing and is desperate nobody realises...which I can understand. But she is incredibly demanding, and just because she wants to work all weekend doesn't mean I should!

I actually meant in your chain of command. Is there someone who can intervene on your behalf if she persists in trying to call you after hours now that she knows it's an option (in her mind)? I'd hate to see you have to deal with a dozen messages each weekend (even if you don't respond) or have to resort to something drastic like changing your number.

Although, I suppose the odds are good that if you ignore any and all after hours communication and get back to her ASAP Monday morning, she will probably resign herself to not being able to reach you and learn to wait. It may take a few weeks but the annoyance would be worth it if it worked.

Sparkle Star

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Re: Clients Using Personal Email Address
« Reply #26 on: June 13, 2013, 07:25:11 AM »


I actually meant in your chain of command. Is there someone who can intervene on your behalf if she persists in trying to call you after hours now that she knows it's an option (in her mind)? I'd hate to see you have to deal with a dozen messages each weekend (even if you don't respond) or have to resort to something drastic like changing your number.

Although, I suppose the odds are good that if you ignore any and all after hours communication and get back to her ASAP Monday morning, she will probably resign herself to not being able to reach you and learn to wait. It may take a few weeks but the annoyance would be worth it if it worked.
[/quote]

Oh I see - sorry! But again, no - it's our own business.

Now that we've had the conversation I have no intention of responding unless it's a real emergency, and will let the phone go to voicemail in future too. (And thanks for the Google suggestion, PastryGoddess  :))

It was the email thing that really annoyed me - I can control the phone calls by choosing to answer, but if somebody is using my personal email I have to see them unless I switch off my account.

Fingers crossed it's sorted now...
Love, dance and chocolate fudge cake - what more do I need?