Should I be expected to answer client phone calls after work hours?

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I have a work phone for communicating with clients that was provided by my company, which I often forget to switch off after the work day is done. Clients also have this number.



A client has just called me, well outside of office hours on my first day of annual leave, with an issue. Being put on the spot and not wanting to be rude to a client, I remoted into the machine in question from my personal desktop at home to resolve the issue which in the end was fairly trivial. I'm kind of ticked off that a client interrupted my personal time when I specifically tell anyone who has my work number the hours that I will be in the office, and to call then. Am I being unreasonable? Am I asking for this by not switching my work phone off?







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  • I answered it because we're a very small company and I'm currently the only IT guy there. We can't afford to lose clients. My boss has said nothing about me being obliged to answer my phone outside of office hours.
    – Sendaii
    Jul 5 '16 at 19:44










  • @Sendaii Do you have a voice mail message on your phone which informs callers of the hours? If a client calls outside of the hours they will be reminded of when to call back.
    – Brandin
    Jul 6 '16 at 7:02
















up vote
1
down vote

favorite












I have a work phone for communicating with clients that was provided by my company, which I often forget to switch off after the work day is done. Clients also have this number.



A client has just called me, well outside of office hours on my first day of annual leave, with an issue. Being put on the spot and not wanting to be rude to a client, I remoted into the machine in question from my personal desktop at home to resolve the issue which in the end was fairly trivial. I'm kind of ticked off that a client interrupted my personal time when I specifically tell anyone who has my work number the hours that I will be in the office, and to call then. Am I being unreasonable? Am I asking for this by not switching my work phone off?







share|improve this question



















  • I answered it because we're a very small company and I'm currently the only IT guy there. We can't afford to lose clients. My boss has said nothing about me being obliged to answer my phone outside of office hours.
    – Sendaii
    Jul 5 '16 at 19:44










  • @Sendaii Do you have a voice mail message on your phone which informs callers of the hours? If a client calls outside of the hours they will be reminded of when to call back.
    – Brandin
    Jul 6 '16 at 7:02












up vote
1
down vote

favorite









up vote
1
down vote

favorite











I have a work phone for communicating with clients that was provided by my company, which I often forget to switch off after the work day is done. Clients also have this number.



A client has just called me, well outside of office hours on my first day of annual leave, with an issue. Being put on the spot and not wanting to be rude to a client, I remoted into the machine in question from my personal desktop at home to resolve the issue which in the end was fairly trivial. I'm kind of ticked off that a client interrupted my personal time when I specifically tell anyone who has my work number the hours that I will be in the office, and to call then. Am I being unreasonable? Am I asking for this by not switching my work phone off?







share|improve this question











I have a work phone for communicating with clients that was provided by my company, which I often forget to switch off after the work day is done. Clients also have this number.



A client has just called me, well outside of office hours on my first day of annual leave, with an issue. Being put on the spot and not wanting to be rude to a client, I remoted into the machine in question from my personal desktop at home to resolve the issue which in the end was fairly trivial. I'm kind of ticked off that a client interrupted my personal time when I specifically tell anyone who has my work number the hours that I will be in the office, and to call then. Am I being unreasonable? Am I asking for this by not switching my work phone off?









share|improve this question










share|improve this question




share|improve this question









asked Jul 5 '16 at 19:03









Sendaii

16024




16024











  • I answered it because we're a very small company and I'm currently the only IT guy there. We can't afford to lose clients. My boss has said nothing about me being obliged to answer my phone outside of office hours.
    – Sendaii
    Jul 5 '16 at 19:44










  • @Sendaii Do you have a voice mail message on your phone which informs callers of the hours? If a client calls outside of the hours they will be reminded of when to call back.
    – Brandin
    Jul 6 '16 at 7:02
















  • I answered it because we're a very small company and I'm currently the only IT guy there. We can't afford to lose clients. My boss has said nothing about me being obliged to answer my phone outside of office hours.
    – Sendaii
    Jul 5 '16 at 19:44










  • @Sendaii Do you have a voice mail message on your phone which informs callers of the hours? If a client calls outside of the hours they will be reminded of when to call back.
    – Brandin
    Jul 6 '16 at 7:02















I answered it because we're a very small company and I'm currently the only IT guy there. We can't afford to lose clients. My boss has said nothing about me being obliged to answer my phone outside of office hours.
– Sendaii
Jul 5 '16 at 19:44




I answered it because we're a very small company and I'm currently the only IT guy there. We can't afford to lose clients. My boss has said nothing about me being obliged to answer my phone outside of office hours.
– Sendaii
Jul 5 '16 at 19:44












@Sendaii Do you have a voice mail message on your phone which informs callers of the hours? If a client calls outside of the hours they will be reminded of when to call back.
– Brandin
Jul 6 '16 at 7:02




@Sendaii Do you have a voice mail message on your phone which informs callers of the hours? If a client calls outside of the hours they will be reminded of when to call back.
– Brandin
Jul 6 '16 at 7:02










4 Answers
4






active

oldest

votes

















up vote
12
down vote













You need to understand that people will use whatever leeway you choose to give them. Leaving your phone on is giving that leeway. It's not personal, it's business. You pretty much need to enforce whatever boundaries you set but don't expect anyone else to enforce them for you.



Also, you could have just sent the guy to voice mail and then called him back later to tell him that you're actually on leave.






share|improve this answer




























    up vote
    8
    down vote













    You should not be upset that a customer called you.



    YOU need to manage your communications.



    When you're on vacation, change your voicemail greeting to explain that :



    • You are on vacation. You are not responding to messages until you return date.

    • When your return date is.

    • An alternative contact at your organization for immediate issues.

    I recommend leaving the alternative contact number twice, as people may be surprised and need a moment to gather pen/paper to write it down.



    And, as @DanPichelman reminds us: Shut the phone off until you get back to the office.






    share|improve this answer



















    • 2




      ... and then shut off the phone for the duration of the vacation
      – Dan Pichelman
      Jul 5 '16 at 19:36

















    up vote
    0
    down vote













    Generally before I leave for vacation I make sure there is someone covering my work. This often means several different people are covering different tasks I have. I send out an email to my regular customers letting them know I will be on vacation, and who they should contact. Then if I still get a call I let them know to contact who ever is covering for me as I do not have access to a computer to help them right now, even if I am sitting at my computer with nothing else to do. Then if there is a problem that my coverage can not handle, and the customer can not wait, the coverage person can contact me. Then I will get into solving the issue if needed, or direct them to escalate the issue properly if it is more effort than I can or am willing to give during my vacation.






    share|improve this answer




























      up vote
      0
      down vote













      Ultimately the answer to that question is between you and your employer but if they do expect you to be available, even when you are on leave, then they should be prepared to provide appropriate compensation. My last job I was theoretically on call 24x7x365 as all our clients had my cell phone number and we had a small support team that didn't have 24x7 coverage. I didn't really mind that because in the 4 years I was there I got a grand total of 1 call outside of business hours. For the last 2 years my work phone was even my only phone so turning it off wasn't really an option.



      As far as your specific example it depends a little bit. Assuming they didn't know you were on leave and your company has some policy/process in place for handling those types of after hours issues I simply would have told them you were on leave and referred them to the appropriate avenue for getting assistance with their issue. This is the best thing to do for you, even when you aren't on vacation, and for your company too. Clients can get used to things when you make exceptions and don't follow process and begin to expect that as the normal process. Suddenly a simple one time quick fix after hours is an expectation of 24x7 support and they won't want to pay extra for that either.



      Also check your phone's settings for a quiet hours setting to have it automatically take care of things for you so you don't have to remember to turn it off.






      share|improve this answer





















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        4 Answers
        4






        active

        oldest

        votes








        4 Answers
        4






        active

        oldest

        votes









        active

        oldest

        votes






        active

        oldest

        votes








        up vote
        12
        down vote













        You need to understand that people will use whatever leeway you choose to give them. Leaving your phone on is giving that leeway. It's not personal, it's business. You pretty much need to enforce whatever boundaries you set but don't expect anyone else to enforce them for you.



        Also, you could have just sent the guy to voice mail and then called him back later to tell him that you're actually on leave.






        share|improve this answer

























          up vote
          12
          down vote













          You need to understand that people will use whatever leeway you choose to give them. Leaving your phone on is giving that leeway. It's not personal, it's business. You pretty much need to enforce whatever boundaries you set but don't expect anyone else to enforce them for you.



          Also, you could have just sent the guy to voice mail and then called him back later to tell him that you're actually on leave.






          share|improve this answer























            up vote
            12
            down vote










            up vote
            12
            down vote









            You need to understand that people will use whatever leeway you choose to give them. Leaving your phone on is giving that leeway. It's not personal, it's business. You pretty much need to enforce whatever boundaries you set but don't expect anyone else to enforce them for you.



            Also, you could have just sent the guy to voice mail and then called him back later to tell him that you're actually on leave.






            share|improve this answer













            You need to understand that people will use whatever leeway you choose to give them. Leaving your phone on is giving that leeway. It's not personal, it's business. You pretty much need to enforce whatever boundaries you set but don't expect anyone else to enforce them for you.



            Also, you could have just sent the guy to voice mail and then called him back later to tell him that you're actually on leave.







            share|improve this answer













            share|improve this answer



            share|improve this answer











            answered Jul 5 '16 at 19:07









            Chris E

            40.4k22129166




            40.4k22129166






















                up vote
                8
                down vote













                You should not be upset that a customer called you.



                YOU need to manage your communications.



                When you're on vacation, change your voicemail greeting to explain that :



                • You are on vacation. You are not responding to messages until you return date.

                • When your return date is.

                • An alternative contact at your organization for immediate issues.

                I recommend leaving the alternative contact number twice, as people may be surprised and need a moment to gather pen/paper to write it down.



                And, as @DanPichelman reminds us: Shut the phone off until you get back to the office.






                share|improve this answer



















                • 2




                  ... and then shut off the phone for the duration of the vacation
                  – Dan Pichelman
                  Jul 5 '16 at 19:36














                up vote
                8
                down vote













                You should not be upset that a customer called you.



                YOU need to manage your communications.



                When you're on vacation, change your voicemail greeting to explain that :



                • You are on vacation. You are not responding to messages until you return date.

                • When your return date is.

                • An alternative contact at your organization for immediate issues.

                I recommend leaving the alternative contact number twice, as people may be surprised and need a moment to gather pen/paper to write it down.



                And, as @DanPichelman reminds us: Shut the phone off until you get back to the office.






                share|improve this answer



















                • 2




                  ... and then shut off the phone for the duration of the vacation
                  – Dan Pichelman
                  Jul 5 '16 at 19:36












                up vote
                8
                down vote










                up vote
                8
                down vote









                You should not be upset that a customer called you.



                YOU need to manage your communications.



                When you're on vacation, change your voicemail greeting to explain that :



                • You are on vacation. You are not responding to messages until you return date.

                • When your return date is.

                • An alternative contact at your organization for immediate issues.

                I recommend leaving the alternative contact number twice, as people may be surprised and need a moment to gather pen/paper to write it down.



                And, as @DanPichelman reminds us: Shut the phone off until you get back to the office.






                share|improve this answer















                You should not be upset that a customer called you.



                YOU need to manage your communications.



                When you're on vacation, change your voicemail greeting to explain that :



                • You are on vacation. You are not responding to messages until you return date.

                • When your return date is.

                • An alternative contact at your organization for immediate issues.

                I recommend leaving the alternative contact number twice, as people may be surprised and need a moment to gather pen/paper to write it down.



                And, as @DanPichelman reminds us: Shut the phone off until you get back to the office.







                share|improve this answer















                share|improve this answer



                share|improve this answer








                edited Jul 5 '16 at 19:38


























                answered Jul 5 '16 at 19:10









                Wesley Long

                44.6k15100159




                44.6k15100159







                • 2




                  ... and then shut off the phone for the duration of the vacation
                  – Dan Pichelman
                  Jul 5 '16 at 19:36












                • 2




                  ... and then shut off the phone for the duration of the vacation
                  – Dan Pichelman
                  Jul 5 '16 at 19:36







                2




                2




                ... and then shut off the phone for the duration of the vacation
                – Dan Pichelman
                Jul 5 '16 at 19:36




                ... and then shut off the phone for the duration of the vacation
                – Dan Pichelman
                Jul 5 '16 at 19:36










                up vote
                0
                down vote













                Generally before I leave for vacation I make sure there is someone covering my work. This often means several different people are covering different tasks I have. I send out an email to my regular customers letting them know I will be on vacation, and who they should contact. Then if I still get a call I let them know to contact who ever is covering for me as I do not have access to a computer to help them right now, even if I am sitting at my computer with nothing else to do. Then if there is a problem that my coverage can not handle, and the customer can not wait, the coverage person can contact me. Then I will get into solving the issue if needed, or direct them to escalate the issue properly if it is more effort than I can or am willing to give during my vacation.






                share|improve this answer

























                  up vote
                  0
                  down vote













                  Generally before I leave for vacation I make sure there is someone covering my work. This often means several different people are covering different tasks I have. I send out an email to my regular customers letting them know I will be on vacation, and who they should contact. Then if I still get a call I let them know to contact who ever is covering for me as I do not have access to a computer to help them right now, even if I am sitting at my computer with nothing else to do. Then if there is a problem that my coverage can not handle, and the customer can not wait, the coverage person can contact me. Then I will get into solving the issue if needed, or direct them to escalate the issue properly if it is more effort than I can or am willing to give during my vacation.






                  share|improve this answer























                    up vote
                    0
                    down vote










                    up vote
                    0
                    down vote









                    Generally before I leave for vacation I make sure there is someone covering my work. This often means several different people are covering different tasks I have. I send out an email to my regular customers letting them know I will be on vacation, and who they should contact. Then if I still get a call I let them know to contact who ever is covering for me as I do not have access to a computer to help them right now, even if I am sitting at my computer with nothing else to do. Then if there is a problem that my coverage can not handle, and the customer can not wait, the coverage person can contact me. Then I will get into solving the issue if needed, or direct them to escalate the issue properly if it is more effort than I can or am willing to give during my vacation.






                    share|improve this answer













                    Generally before I leave for vacation I make sure there is someone covering my work. This often means several different people are covering different tasks I have. I send out an email to my regular customers letting them know I will be on vacation, and who they should contact. Then if I still get a call I let them know to contact who ever is covering for me as I do not have access to a computer to help them right now, even if I am sitting at my computer with nothing else to do. Then if there is a problem that my coverage can not handle, and the customer can not wait, the coverage person can contact me. Then I will get into solving the issue if needed, or direct them to escalate the issue properly if it is more effort than I can or am willing to give during my vacation.







                    share|improve this answer













                    share|improve this answer



                    share|improve this answer











                    answered Jul 5 '16 at 19:09









                    IDrinkandIKnowThings

                    43.7k1397187




                    43.7k1397187




















                        up vote
                        0
                        down vote













                        Ultimately the answer to that question is between you and your employer but if they do expect you to be available, even when you are on leave, then they should be prepared to provide appropriate compensation. My last job I was theoretically on call 24x7x365 as all our clients had my cell phone number and we had a small support team that didn't have 24x7 coverage. I didn't really mind that because in the 4 years I was there I got a grand total of 1 call outside of business hours. For the last 2 years my work phone was even my only phone so turning it off wasn't really an option.



                        As far as your specific example it depends a little bit. Assuming they didn't know you were on leave and your company has some policy/process in place for handling those types of after hours issues I simply would have told them you were on leave and referred them to the appropriate avenue for getting assistance with their issue. This is the best thing to do for you, even when you aren't on vacation, and for your company too. Clients can get used to things when you make exceptions and don't follow process and begin to expect that as the normal process. Suddenly a simple one time quick fix after hours is an expectation of 24x7 support and they won't want to pay extra for that either.



                        Also check your phone's settings for a quiet hours setting to have it automatically take care of things for you so you don't have to remember to turn it off.






                        share|improve this answer

























                          up vote
                          0
                          down vote













                          Ultimately the answer to that question is between you and your employer but if they do expect you to be available, even when you are on leave, then they should be prepared to provide appropriate compensation. My last job I was theoretically on call 24x7x365 as all our clients had my cell phone number and we had a small support team that didn't have 24x7 coverage. I didn't really mind that because in the 4 years I was there I got a grand total of 1 call outside of business hours. For the last 2 years my work phone was even my only phone so turning it off wasn't really an option.



                          As far as your specific example it depends a little bit. Assuming they didn't know you were on leave and your company has some policy/process in place for handling those types of after hours issues I simply would have told them you were on leave and referred them to the appropriate avenue for getting assistance with their issue. This is the best thing to do for you, even when you aren't on vacation, and for your company too. Clients can get used to things when you make exceptions and don't follow process and begin to expect that as the normal process. Suddenly a simple one time quick fix after hours is an expectation of 24x7 support and they won't want to pay extra for that either.



                          Also check your phone's settings for a quiet hours setting to have it automatically take care of things for you so you don't have to remember to turn it off.






                          share|improve this answer























                            up vote
                            0
                            down vote










                            up vote
                            0
                            down vote









                            Ultimately the answer to that question is between you and your employer but if they do expect you to be available, even when you are on leave, then they should be prepared to provide appropriate compensation. My last job I was theoretically on call 24x7x365 as all our clients had my cell phone number and we had a small support team that didn't have 24x7 coverage. I didn't really mind that because in the 4 years I was there I got a grand total of 1 call outside of business hours. For the last 2 years my work phone was even my only phone so turning it off wasn't really an option.



                            As far as your specific example it depends a little bit. Assuming they didn't know you were on leave and your company has some policy/process in place for handling those types of after hours issues I simply would have told them you were on leave and referred them to the appropriate avenue for getting assistance with their issue. This is the best thing to do for you, even when you aren't on vacation, and for your company too. Clients can get used to things when you make exceptions and don't follow process and begin to expect that as the normal process. Suddenly a simple one time quick fix after hours is an expectation of 24x7 support and they won't want to pay extra for that either.



                            Also check your phone's settings for a quiet hours setting to have it automatically take care of things for you so you don't have to remember to turn it off.






                            share|improve this answer













                            Ultimately the answer to that question is between you and your employer but if they do expect you to be available, even when you are on leave, then they should be prepared to provide appropriate compensation. My last job I was theoretically on call 24x7x365 as all our clients had my cell phone number and we had a small support team that didn't have 24x7 coverage. I didn't really mind that because in the 4 years I was there I got a grand total of 1 call outside of business hours. For the last 2 years my work phone was even my only phone so turning it off wasn't really an option.



                            As far as your specific example it depends a little bit. Assuming they didn't know you were on leave and your company has some policy/process in place for handling those types of after hours issues I simply would have told them you were on leave and referred them to the appropriate avenue for getting assistance with their issue. This is the best thing to do for you, even when you aren't on vacation, and for your company too. Clients can get used to things when you make exceptions and don't follow process and begin to expect that as the normal process. Suddenly a simple one time quick fix after hours is an expectation of 24x7 support and they won't want to pay extra for that either.



                            Also check your phone's settings for a quiet hours setting to have it automatically take care of things for you so you don't have to remember to turn it off.







                            share|improve this answer













                            share|improve this answer



                            share|improve this answer











                            answered Jul 5 '16 at 19:22









                            Evan Steinbrenner

                            76539




                            76539






















                                 

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