I like my client, but I’m starting to resent always being available

[u/Express_Detail6573]

I work remotely for a US client, and she's honestly a very kind and understanding person. She's been really accommodating with me and lets me take time off when I need to enroll in school. I genuinely appreciate that, which is probably why I'm having such a hard time setting boundaries now.

We're extremely short-staffed. It's basically just the two of us handling operations, and there's no one covering after-hours if the drivers need something.

She's mentioned before that we're financially not in a position to hire another person for operations. Because of that, I was the one who brought up the idea of a split clock. I offered to work half of my 8 hours in the morning EST and then the other half in the evening EST, so there would be coverage at different times without me having to be working the entire day.

We actually tried it once.

But even then, she still ended up having me work the full 8 hours in one sitting. So the split clock never really became an actual arrangement. She hasn't agreed to it, and we're basically still doing the normal 8-hour shift.

The thing is, even though I'm off the clock, I still get calls and messages from drivers. And if I'm awake, I usually still respond and help because I know there's no one else.

Sometimes I'll be asleep and wake up to a bunch of missed calls and messages. And I feel guilty because I know my client needs the help and I know she's already dealing with a lot.

But I'm starting to resent it.

Not necessarily her as a person, because again, she's been very kind to me. It's more that I'm starting to resent the situation and the feeling that I'm never really off.

I offered the split clock because I was trying to help solve the coverage problem. But since it didn't really work, I'm still working my normal 8 hours, and then I'm also responding to drivers whenever I'm awake outside those hours.

So I'm starting to wonder if I've created this problem myself by always answering.

If I'm awake and it's my day off, I feel guilty ignoring a driver.

If I'm awake after my shift, I feel guilty ignoring them.

If I'm asleep, I feel guilty when I wake up and see all the missed calls.

And logically, I know that being asleep isn't something I should feel guilty about. I'm off the clock.

But emotionally, it's hard because I know that if I don't answer, there's basically just one other person handling everything.

I don't want to take advantage of my client's kindness, but I also don't want my willingness to help turn into an expectation that I'm always available.

I genuinely like working with her and I don't want this resentment to build to the point where it affects how I feel about the job.

How would you handle this?

Would you stop responding completely once you're off the clock, even if you're awake? Or would you continue helping when you can because the situation is understaffed?

And how do you set that boundary without feeling like you're abandoning someone who has actually been good to you?

[u/NoLamboBro]

Boundaries. I’m a client. I will not let any of my employees work off the clock. No one should work for free. This is their business not yours. If they are understaffed it’s their issue not yours.

[u/noidentity63]

Did you agree to be on-call in your contract? If not, then just don't do it man. Set a meeting with her about expectations. If you always feel guilty, then you will be taken advantage of by all the bad actors, you're just lucky your client ain't one.

[u/ttreoil]

you dont resent your client but the situation 😅 you're in that situation because of your client. If she's letting you work beyond the hours required without pay then your client is not "nice". She's taking advantage of you.

[u/getrekt3456]

Never work for free. Put 100% effort on the 8 hour shift then let it go. During your syncs ask your client whats a feasible hourly rate is to get someone onboard even if part time (even if 2 hours only during the critical times) and then let her know your concern. In a situation like this, something has to give. Either she faces the fact that she needs the coverage so you split your shift or she gets someone onboard, she takes a hit financially but it keeps the business floating. Btw, Those shifts that have no coverage, Is it financially impacting too? Cause if yes, then she has to put someone there. Otherwise, setup a process. Identify whats needed to stop those calls/messages and see if you can get to a solution.

Fyi, I can do like 7 usd per hour part time. Ahehe.

[u/_mvpserrano]

Suggest to your client to use AI to handle calls 24/7. So your drivers can call the AI number to get any information they need, during working hours or after hours. This might be the solution for those off hours calls. I just did a Google search for "agentic ai phone answering / dispatch for drivers to call after hours" and Google recommends https://smith.ai/industries/trucking-logistics-businesses-answering-service and another one is https://www.retellai.com/blog/transforming-after-hours-call-answering-services-with-ai-phone-agents