For many small businesses and charities, clients and service users are at the heart of what we do. But when expectations start creeping up – tighter deadlines, faster responses, “just one more quick thing” – that pressure can quickly land on your team.
And if we’re not careful, the people doing the work quietly start to burn out.
From an HR perspective, managing external pressure starts internally. Clear boundaries, realistic workloads and honest conversations make a huge difference. If your team doesn’t feel able to say “we can do that, but not by Friday” without fear, that’s a problem waiting to happen.
It’s not about being difficult – it’s about being sustainable. Overpromising might keep a client happy short-term, but if your team is stretched too thin, mistakes happen, morale dips and people start quietly looking elsewhere.
Encourage your team to flag when something isn’t realistic. Support your managers in having constructive conversations with clients. And check in regularly – not just about targets, but about how people are coping.
Looking after your people helps you look after your clients. It’s all connected.
So yes, clients matter. But your team does too – and if you get the balance right, everyone benefits.